Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Laurez De Wet

Laurez De Wet

Eshowe , Kwazulu Natal

Summary

Experienced Global Support Specialist with a strong background in providing technical and customer support to global clients. Skilled in problem-solving, cross-cultural communication, and project management. Improved client relations and ensured effective service delivery by reducing system downtime and resolving complex issues in a timely manner.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Global Support Specialist

YPO
Remote
01.2021 - Current
  • Performed key responsibilities as a member of the global Concierge Team.
  • The team provides high-touch, timely service 24/7 with a hospitality mindset (it's a privilege to serve).
  • Our Member Guidance Specialist is a service advocate dedicated to guiding high-touch interactions by actively listening to member needs, providing timely solutions, and facilitating valuable member connections across the YPO suite of products and services.
  • Engaged with clients using Live chat, WhatsApp, SMS,and Email platforms for effective communication.
  • Provided timely, accurate case solutions in adherence to established service level agreements.
  • Reviewing and staying up to date on the latest Knowledge Base articles to ensure understanding of the most current information provided about YPO products and services, as well as other information shared by internal subject matter experts.
  • Utilizing technology to share best practices and learnings across teams.
  • Track trends to aggregate recommendations for YPO products, services, teams, and committees.
  • Capture notes on CRM.
  • Trained and mentored employees to maximize team performance.
  • Met budget targets through responsible planning and resource allocation.
  • Managed bookings to optimize team availability.
  • Identified issues, analysed information and provided solutions to problems.
  • Guided teams in product merchandising and inventory management.
  • Developed excellent working knowledge of industry trends and improvements in processes.
  • Engaged with customers to better understand needs and deliver excellent service.
  • Meet schedules using excellent planning and coordination skills.
  • Optimized team training and staff development.
  • Produced high-volume orders to effectively meet customer demand.
  • Analyzed customer issues and provided accurate solutions quickly and effectively.
  • Developed processes for global customer service operations.
  • Created detailed documentation of all customer interactions.
  • Performed regular system maintenance and upgrades on global systems.
  • Ensured compliance with applicable laws, regulations, policies, and procedures when providing assistance to customers.
  • Trained new team members on global support protocols.
  • Provided after-hours support as needed in order to meet customer needs.
  • Established strong relationships with key stakeholders across multiple countries.

Personal Assistant

Hey Jude
Remote
08.2020 - 01.2021
  • Acted as the second set of eyes and ears to pre-empt employer needs and requirements. warmly greeting clients.
  • Handled inbound customer queries professionally, ensuring smooth communication and prompt resolution of issues.
  • Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
  • Organised personal and professional calendars, including reminders and updates for upcoming meetings and events.
  • Provided positive first impressions by maintaining immaculately reception areas and warmly greeting clients.
  • Directed and actioned incoming and outgoing correspondence, including postal mail, email and faxes.
  • Generated and distributed invoices to obtain fee payments.
  • Worked closely with clients to understand desired results and manage expectations.
  • Established strong professional relationships with personnel at multiple levels whilst remaining flexible to take initiative and meet tight deadlines.
  • Generated high-quality reports, documents and presentations.
  • Generated reports using Microsoft Excel spreadsheets.
  • Performed background research for special projects.
  • Prioritised workload and managed multiple conflicting deadlines with attention to detail and within set timelines.
  • Supported HR with employee hiring and leaving processes.
  • Acted as second set of eyes and ears to pre-empt employer needs and requirements.
  • Gathered and compiled relevant information and materials to facilitate adequate briefing to employers prior to meetings.

Recruitment Consultant/Agent

Hospitality Hotel School
Hybrid
01.2020 - 03.2020
  • The following core responsibilities include
  • Coordinate, Schedule interviews with students
  • Provide great candidates to clients
  • Use tools like Skype, Whats app and Zoom for interviews
  • Used outstanding communication and networking abilities to develop and maintain key industry partnerships.
  • Generated sales by prospecting leads, cold calling and closing deals.
  • Assisted sales team with cold calling and following up on leads.
  • Generated new leads through account research, cold calling and e-mailing.
  • Engaged new customers through targeted cold calling, exceeding business development goals.
  • Converted leads into customers through cold calling and innovative marketing techniques.
  • Generated new business by executing strategic campaigns and proactively cold calling customers.
  • Use tools like Skype, WhatsApp and Zoom for interviewsted cold calling and lead nurturing.
  • Managed interview process on behalf of clients and candidates, maintaining appropriate confidentiality with both parties.
  • Negotiated contract details, maintaining confidentiality and impartiality throughout.
  • Interviewed potential candidates, taking accurate notes to determine suitability for available positions.
  • Advertised and managed position listings, organising interviews with suitable candidates.

Medical Incident Manager

Park Doctor
Remote
06.2016 - 03.2020
  • The following core responsibilities include:
  • Provide the hotels with call-backs and follow-up on services.
  • Text Messaging service
  • Email management
  • Concierge management 5
  • Identified strengths and weaknesses at multiple organisational levels to formulate holistic picture.
  • Facilitated resourceful decision-making to tackle organisational problems.
  • Studied current organisational and management strategies and compared to feasibility and potential impacts of proposed alternatives.
  • Monitored current systems and staff activities to compile detailed and current information.
  • Scrutinised workflow charts, reports and job descriptions, suggesting beneficial changes.
  • Helped organisations manage and implement change with minimal disruption to operations.
  • Helped clients enhance internal structures and improve handling of current and potential problems.
  • Performed Training Needs Analyses to gauge customer requests.
  • Provided additional materials to enhance training.
  • Developed long-term training strategies for new and existing employees across multiple departments.
  • Set up and maintained virtual training portals, enabling accessible resources.
  • Delivered training programmes within allocated timeframes.
  • Kept training data and documentation secure for full compliance.
  • Wrote thorough training manuals to reflect business needs.
  • Developed, implemented, and maintained incident management policies and procedures.
  • Identify strengths and weaknesses at multiple organisational levels to formulate holistic picture.
  • Created, updated, and tracked incident tickets using a ticketing system.
  • Managed the lifecycle of all service requests from initial submission through closure.
  • Performed root cause analysis to determine underlying causes of incidents.

Incident Manager

06.2016 - 11.2019
  • The following core responsibilities include:
  • Being available on a 24/7 call roster which is fairly rotated (call volumes are low)
  • Responding to calls or emails from our client timeously and professionally
  • Notifying/alerting clients real-time to any incident affecting their operation or members
  • Activating or engaging with the most appropriate subject matter expert or resource to respond or assist with the incident
  • Assisting Dr
  • King in case logistics or research
  • Drawing up an incident action plan, which is managed, monitored and communicated
  • Communicate with all stakeholders throughout the lifecycle of the event and ensure adequate follow-ups till all elements of the incident has been resolved
  • Monitor and co-ordinate all resources, staff and responders
  • Review client policies (via a client portal) and confirm coverage and limitations to ensure the most appropriate advice/response is provided
  • Issue guarantee of payments or referrals to appropriate facilities or service providers as and when directed by the Director
  • Write incident reports or incident summaries
  • Recording all incidents in real-time manner on our online reporting system
  • Access relevant incident data when required
  • Providing feedback to clients' post-incident to motivate on-going collaboration and maintaining core client relationships
  • Maintaining our resource and provider network on our web portal.

Pa/Sales and Social Media Manager

Wildside Magazine
Remote
07.2016 - 11.2016
  • Managing Data Base
  • Managing social Media contact from Facebook/Instagram/Twitter
  • Making sure the images and wording is corect
  • Managing emails
  • Managing sales Cape town and Jhb Bound
  • Arranging all meeting requirements
  • Making sure all new editions are sent to the customers
  • Visited clients to maintain relationships and update them on sales opportunities.
  • Kept updated on competitor activity, market developments and sales trends through regular research, networking and monitoring activity.
  • Used various outreach methods to target and attract ideal clients, including InMail, emails, cold calling and visiting.
  • Attended regular sales meetings to keep up to date on sales goals, target clients, promotions and product priorities.
  • Presented products to companies through product demonstrations and sales pitches.
  • Used excellent sales and negotiation techniques to skilfully increase sales and obtain best deals.
  • Prepared quotes with accurate and competitive pricing to drive conversion.
  • Demonstrated perseverance, dedicated cold calling and exceptional service to land new customer accounts.

Direct sales and Marketing Agent

Thanda Private Game Reserve
08.2015 - 01.2016
  • Updating social media and following trends for both properties
  • Organising events and product exhibitions
  • Promotional activities
  • Monthly reporting
  • Reservations and Guest queries
  • Compiling guests itineraries
  • Assisting the Marketing Sales Manager
  • Excel spreadsheets of Clients and updating the database
  • Assisting the Business Development Manager in items she needed done, research etc
  • Acquiring new business leads
  • Trained and mentored employees to maximise team performance.
  • Managed bookings to optimise team availability.
  • Identified issues, analysed information and provided solutions to problems.
  • Guided teams in product merchandising and inventory management.
  • Diffused challenging situations using conflict management techniques.

Duty Manager/ Functions Facilitator

Mount Edgecombe Country Club
09.2012 - 09.2014
  • Liase with suppliers when and where needed
  • Spend time in each function/event to ensure that the guests and organisers are well looked after
  • Preparing and ensuring bookings are accurate and in line with SOPs
  • Making sure that the guests on the night are looked after
  • Develops an operating budget for each of the department's revenue outlets; after approval, monitors and takes corrective action as necessary to help assure that budget goals are attained
  • Assures that all standard operating procedures for revenue and cost control are in place and consistently utilized
  • Increase levels of food service quality and enhance overall ambiance of member dining experiences
  • Helps plan and approves internal marketing promotion activities for the food and beverage department
  • Manages the overall operation of the Clubhouse
  • Assures that effective orientation and training for new staff and professional development activities for experienced staff are planned and implemented
  • Inspects to ensure that all safety, sanitation, energy management, preventive maintenance and other standards are consistently met
  • Assists in planning and implementing procedures for special club events and banquet functions
  • Greets guests and oversees actual service on a routine, random basis
  • Helps develop wine lists and bottle/glass wine sales promotion programs
  • Addresses member and guest complaints and advises the General Manager about appropriate corrective actions taken
  • Develops new and innovative ways in which to stimulate member activities and participation in Club events
  • Maintains appearance, upkeep and cleanliness of all food and beverage equipment and facilities
  • Maintains records of special events, house counts, food covers and daily business volumes
  • Works with other department heads on special projects assigned by the General Manager
  • Interview, select, train, supervise, counsel and discipline all service employees in the department
  • Ensure that all services to members and guests are conducted in a highly professional manner
  • Ensure a safe working environment and attitude on the part of all employees in areas of responsibilities
  • Responsible of all cash ups and making sure that all aspects of monies are dealt with professional and explained to
  • Finance Department
  • Making sure that the Functions are handled from start to finish
  • All Billing is correctly managed for the guests
  • All VA equipment is arranged and to help with the guests on the day/night with any technical problems
  • Making sure the Chefs and waiters are prepared for the event, Wedding, Conference etc.

Lodge Manager

Singita Lebombo
06.2011 - 05.2012
  • Drive the broader goals of the company, in terms of the lodge, by planning and implementing
  • Strategic Management
  • Plans
  • Management and training of the lodge staff in line with the Singita Standard of Excellence.
  • Ensure ultimate guest relations in the lodge and that the “at home” personal attention levels are maintained
  • Maintain the highest standards of housekeeping and maintenance and ensure that style and design is not eroded
  • Effective financial management through the administration of orders and effective stock control
  • Effective communication and maintenance of lodge relations
  • Management of the night porters (SKNP).

Lodge Manager, Assistant Lodge Manager

Thanda Private Game Reserve
11.2009 - 05.2011
  • Personal and professional service provided to all Guests
  • General Front of House tasks performed according to Lodge standards
  • Room status updated on a frequent basis and Housekeeping informed accordingly
  • Accurately settled Guests' accounts
  • All monies controlled and cash ups checked
  • New employees informed and trained according to standard
  • Performance of all employees reported on
  • Sufficient stock available
  • Actual stock levels balance the theoretical stock level

Assistant/ Front of House Manager

Royal Malewane Private Game Reserve
07.2008 - 10.2009
  • To maintain high levels of hygiene and standards throughout the Lodge
  • To maintain the Lodge facility's equipment and core assets
  • To create and maintain a peaceful, harmonious, and tranquil environment for our guests
  • To ensure that Guests are completely ‘blown away ‘by their experience
  • To aim at reaching monthly targets
  • To ensure that the Front of House staff are happy and working as a team

Camp Manager

Phinda Private Game Reserve
04.2006 - 06.2007
  • Developed and implemented camp policies to ensure safety of campers and staff.
  • Organized daily activities, including sports, arts and crafts, hikes, swimming, team building exercises and special events.
  • Trained and supervised counselors in program development, camper supervision and discipline techniques.
  • Scheduled maintenance for facility grounds and buildings to ensure cleanliness and safety of the environment.

Trainee Food and Beverage Manager

Mala Mala Private Game Reserve
01.2005 - 12.2005
  • Assisted in the development and implementation of training programs for new employees.
  • Provided support to existing staff on various tasks and duties.
  • Maintained records of employee training activities and performance evaluations.
  • Conducted research on best practices in employee training procedures.
  • Developed materials, such as handouts, job aids, presentations, and other resources for use in trainings.

Education

Professional Office Assistant -

Northlands Girls High School
1999

Certificate in Events Management -

Varsity College

Diploma - Hospitality Management

Durban institute of Technology

Diploma -

Working World Business College

Microsoft Access Microsoft Excel Microsoft PowerPoint Microsoft Windows 95 Microsoft Word Office Administration Personal Development Reception and Telephonist Skills Typing Speed and -

Cape Wine Academy

Certificate: Introduction to wines -

Skills

  • Ability to work collaboratively in a multi-cultural organization with international members
  • Helping them achieve excellence in voluntary roles for YPO initiatives
  • Excellent interpersonal skills, including strong diplomacy skills with the ability to build
  • Meaningful relationships with all levels of associates, members and vendors Adaptable
  • Insightful, empathetic and reliable Great sense of humor and humility
  • Able to maintain discretion and integrity of confidential information
  • Resourceful and able to work independently with initiative and common sense Effective
  • Time management, organization and prioritization skills with the ability to focus on varied
  • Projects simultaneously
  • Possesses a distinct global mindset, sensitive to local and international customs and
  • Protocols
  • Demonstrate empathy through active listening and asking the right questions to find the
  • Source of an issue
  • Able to identify problems, research alternatives, provide solutions and/or resolve issues
  • In a timely manner Anticipates member/internal client needs and delivers with clarity
  • Analytical thinker with ability influence and guide processes with appropriate approach
  • And execution Natural curiosity and desire to learn more; proficiency and interest in applying
  • New technologies and tools
  • Heightened awareness and understanding of YPO as an organization, team and
  • Collection of products and services
  • Excellent verbal and written communication skills, including proof reading, with a
  • Meticulous attention to detail Adjusts communication style appropriately to the audience
  • Professional presence, appearance, and stature to interact easily with YPO members, C-
  • Level executives and peers at all levels within the organization
  • Strong Problem resolution skills
  • Communication skills: ability to express clearly, articulate and encourage open communication
  • Effective interpersonal presentation and interpersonal skills
  • Decision making skills: makes decisions and understand the implications of a decision
  • Customer relations skills: keep closer to the customer to build relationship
  • Collaboration skills: build closer relationships with key managers, grasps opportunities for growth
  • And profitability and be sensitive to the needs of business
  • Assertiveness
  • Presentable
  • Team player
  • Customer focus, ie directing energy towards satisfying customer needs
  • Pro-active orientation, ie to be innovative and creative in identifying problems, issues and
  • Technical skills
  • Multitasking
  • Flexible worker
  • Calm under pressure
  • Teamwork skills
  • Emotional support and companionship
  • Strong work ethic
  • Relationship building and management
  • Customer satisfaction
  • Administrative support
  • Active listening
  • Classroom experience
  • Customer Relationship Management
  • Call Management
  • Organizational abilities
  • Stakeholder Management
  • Leadership Development

Certification

  • Certificate in LinkedIn Empathy Course

Timeline

Global Support Specialist

YPO
01.2021 - Current

Personal Assistant

Hey Jude
08.2020 - 01.2021

Recruitment Consultant/Agent

Hospitality Hotel School
01.2020 - 03.2020

Pa/Sales and Social Media Manager

Wildside Magazine
07.2016 - 11.2016

Medical Incident Manager

Park Doctor
06.2016 - 03.2020

Incident Manager

06.2016 - 11.2019

Direct sales and Marketing Agent

Thanda Private Game Reserve
08.2015 - 01.2016

Duty Manager/ Functions Facilitator

Mount Edgecombe Country Club
09.2012 - 09.2014

Lodge Manager

Singita Lebombo
06.2011 - 05.2012

Lodge Manager, Assistant Lodge Manager

Thanda Private Game Reserve
11.2009 - 05.2011

Assistant/ Front of House Manager

Royal Malewane Private Game Reserve
07.2008 - 10.2009

Camp Manager

Phinda Private Game Reserve
04.2006 - 06.2007

Trainee Food and Beverage Manager

Mala Mala Private Game Reserve
01.2005 - 12.2005

Professional Office Assistant -

Northlands Girls High School

Certificate in Events Management -

Varsity College

Diploma - Hospitality Management

Durban institute of Technology

Diploma -

Working World Business College

Microsoft Access Microsoft Excel Microsoft PowerPoint Microsoft Windows 95 Microsoft Word Office Administration Personal Development Reception and Telephonist Skills Typing Speed and -

Cape Wine Academy

Certificate: Introduction to wines -

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