Corne Fry
Bloemfontein
Summary
Seasoned Project, Account and Operations Management professional with over 20 years of experience across telecommunications, financial services and customer service environments. Extensive Vodacom project exposure, with proven ability to manage complex projects, lead cross-functional teams, maintain key client relationships and drive operational excellence.
Overview
24
24
years of professional experience
Work History
Special Project Manager
Vodacom Project
04.2023 - 10.2025
- Led planning, execution and delivery of high-priority Vodacom special projects aligned to contractual and business objectives.
- Managed end-to-end project lifecycles including scope definition, scheduling, budgeting, risk management and reporting.
- Monitored project performance against KPIs, SLAs, and quality standards to ensure successful project delivery.
- Served as primary liaison between Vodacom, internal teams, vendors, and third-party contractors to ensure alignment and clear communication.
- Coordinated cross-functional teams across network operations, IT, field services, and commercial units to achieve project goals efficiently.
- Identified and mitigated risks to minimise delays, cost overruns and service disruption.
- Oversaw rollout, upgrade and optimisation initiatives for telecoms infrastructure and systems.
- Prepared executive reports and dashboards for senior management and clients.
- Ensured compliance with Vodacom governance frameworks, regulatory and health & safety requirements.
- Supported change management, training coordination and handover to operations.
Regional Account Manager
Vodacom Project
Bloemfontein
02.2014 - 03.2023
- Developed targeted account growth strategies, identifying and pursuing new opportunities with existing clients.
- Acted as main point of contact for escalations, service issues and account management.
- Resolved complex customer concerns proactively to improve satisfaction and retention.
- Delivered exceptional service to strengthen long-term Vodacom client relationships and drive retention.
- Visited customer sites to assess needs, set up contracts and provide training.
- Collected and analysed customer feedback to inform continuous improvement initiatives.
Call Centre Manager
Nashua Mobile
Bloemfontein
10.2008 - 09.2013
- Exceeded performance targets by 40% through quality monitoring and operational improvements.
- Implemented quality assurance standards and performance benchmarks, enhancing service consistency and customer satisfaction.
- Managed call centre teams of up to 50 staff, ensuring service quality for 800+ incoming calls per day.
- Improved staff retention by 80% through coaching, mentoring and development plans.
- Developed strategic staff schedules, optimising coverage and improving response times.
- Handled complex customer complaints professionally and effectively.
Team Leader
Virgin Money
Johannesburg
11.2007 - 09.2008
- Led operational teams, ensuring effective supervision and guidance.
- Led performance reviews and employee development initiatives.
- Addressed employee relations and disciplinary matters, fostering a positive work environment.
- Managed escalated customer complaints and objections, driving resolution.
- Implemented standard operating procedures to meet audit requirements.
Team Leader
ABSA
Johannesburg
08.2005 - 10.2007
- Led and supervised customer service teams to enhance service delivery and team cohesion.
- Managed performance targets and maintained service quality standards to achieve operational excellence.
- Handled complex complaints while coaching staff to improve resolution skills and customer satisfaction.
- Fostered strong employee relationships and productivity.
Call Centre Agent
ABSA
Johannesburg
11.2004 - 08.2005
- Managed high volumes of customer calls, ensuring accurate and efficient service delivery.
- Resolved complaints and issues, enhancing customer satisfaction.
- Coached junior agents on customer service excellence, fostering a knowledgeable team.
- Generated new business through telephone sales.
Personal Assistant
Baptist Church
Johannesburg
02.2003 - 03.2004
- Coordinated calendars, correspondence and meeting arrangements to ensure smooth operations.
- Delivered administrative and organisational support to enhance team effectiveness.
- Developed reports, presentations and spreadsheets to facilitate decision-making.
Claims Advisor
Outsurance
Pretoria
02.2003 - 03.2004
- Provided claims advice while managing client expectations to enhance satisfaction.
- Reviewed and assessed complex claims, facilitating informed escalation to management.
- Captured and processed insurance claim information to ensure accuracy and compliance.
Front of House Receptionist
Thistle Kensington Park & Palace Hotel
London
02.2002 - 11.2002
- Delivered exceptional front-of-house service to enhance guest experience for international visitors.
- Coordinated bookings, appointments, and guest enquiries to ensure seamless operations.
- Upheld brand standards and VIP service protocols to foster high levels of guest satisfaction.
Education
Certificate - Basic Principles of Labour Law
University of the Free State
01-2020
NQF Level 4 - Customer Service Management
UNISA
01-2010
Skills
- Project & Account Management
- Stakeholder Management
- Client Relationship Management
- KPI & SLA Monitoring
- Risk Management
- Process Improvement
- Business Continuity Planning
- Sales Forecasting & Negotiation
- Team Leadership & Coaching
- Telecommunications Operations
Languages
Afrikaans
English
References
- Carla Olwage, 071 794 8259
- Liza Kaplan, 082 997 0656
- Yvette Retief, 083 680 6233
Timeline
Special Project Manager
Vodacom Project
04.2023 - 10.2025
Regional Account Manager
Vodacom Project
02.2014 - 03.2023
Call Centre Manager
Nashua Mobile
10.2008 - 09.2013
Team Leader
Virgin Money
11.2007 - 09.2008
Team Leader
ABSA
08.2005 - 10.2007
Call Centre Agent
ABSA
11.2004 - 08.2005
Personal Assistant
Baptist Church
02.2003 - 03.2004
Claims Advisor
Outsurance
02.2003 - 03.2004
Front of House Receptionist
Thistle Kensington Park & Palace Hotel
02.2002 - 11.2002
Certificate - Basic Principles of Labour Law
University of the Free State
NQF Level 4 - Customer Service Management
UNISA