Olivia Fortuin
Sales, Account Management, Customer Service
Johannesburg,GP
Summary
Dynamic Sales and Account Manager with a proven track record in forging strategic partnerships, retaining key accounts, and optimizing profit channels. Recognized for strong leadership abilities and expertise in expanding professional networks, influencing decision-makers, and implementing effective strategies. A collaborative team leader with a solid foundation in customer relationship management, complemented by exceptional communication skills and a commitment to active listening.
Overview
22
22
years of professional experience
Work History
Account Manager
School Basics Planet Young, LLC
10.2024 - 03.2025
- Cultivated and strengthened client relationships, leading to increased satisfaction and loyalty.
- Addressed client needs with promptness and efficiency, effectively resolving escalated issues.
- Sustained high client retention rates through exceptional customer service and proactive need anticipation.
- Partnered with the sales team to uncover up-sell opportunities, contributing to business growth.
- Utilized CRM and communication platforms, including Zoho and RingCentral, to manage client interactions.
- Engaged in collaborative efforts to expand the client base, enhancing overall company performance.
- Managed over 50 customer calls per day which Increased sales by 18%
Commercial Insurance Broker
Outsurance
11.2023 - 01.2024
- Initiated and executed cold-calling strategies to secure meetings with key decision-makers, expand client base, and foster business relationships.
- Simplified complex insurance policy concepts into easy-to-understand terms for clients, aiding in informed decision-making processes.
- Collaborated with various departments to guarantee smooth policy implementation and efficient ongoing account management.
- Provided expert advice, responded to client inquiries, and effectively escalated management concerns to maintain high levels of customer satisfaction.
- Managed a diverse portfolio of commercial accounts, meticulously overseeing policy renewals and adjustments to meet client needs and industry changes.
Guest Service Specialist
Tyme Global Technologies
09.2019 - 05.2023
- Delivered exceptional guest service at renowned hotels in the USA, ensuring high levels of guest satisfaction and fostering repeat business.
- Proficiently operated a variety of hospitality software platforms, including Slack, PMS, Opera, Guesty, Stayntouch, and POS to enhance guest service efficiency.
- Established positive initial interactions by skill-fully managing inquiries, requests, and billing issues through a PBX system.
- Enabled effective interdepartmental communication by demonstrating an in-depth understanding of all operational and ticketing systems.
- Maintained professionalism under pressure, consistently displaying a calm and composed demeanour.
- Built and maintained strong guest relationships, contributing to a solid customer base and promoting repeat patronage.
- Consistently provided top-tier customer service, playing a key role in ensuring guest satisfaction and cultivating loyalty.
- Remote (EST)
Business Development Manager
Flight Centre Business Travel
02.2015 - 03.2017
- Identified and pursued new business opportunities to increase company revenue.
- Established and nurtured relationships with key decision-makers to foster business growth and client retention.
- Conducted outreach to prospective clients through telephone, email, and direct meetings to expand the customer base.
- Managed and monitored account activity of existing clients to ensure ongoing satisfaction and loyalty.
- Analysed sales data to optimise product offerings and meet customer needs effectively.
- Negotiated and secured long-term service level agreements with clients to ensure stable revenue streams.
- Consistently met and exceeded monthly Key Performance Indicators (KPIs), earning recognition as Top Novice Business Development Manager.
- Proficient in utilising CRM and sales management systems, including Amadeus and Salesforce, to track client engagement and sales progress.
Account Manager
Private Label Promotions
10.2013 - 01.2015
- Cultivated enduring client relationships through a customer-focused approach to business.
- Marketed wellness and lifestyle packages to corporate clients, enhancing brand visibility and engagement.
- Assessed client requirements to create customised solutions, improving customer satisfaction levels.
- Devised and executed client retention strategies, contributing to sustained business growth.
- Conducted weekly calls and monthly meetings to deliver insightful reports and track service utilisation.
Travel Consultant & Team Leader
Flight Centre Travel Group
03.2011 - 09.2013
- Expertly planned and booked a wide range of travel itineraries for individuals, families, and business clients, ensuring a seamless and enjoyable travel experience.
- Consistently exceeded customer service satisfaction standards by proactively understanding and anticipating client needs and preferences.
- Provided knowledgeable advice to clients regarding visa, passport, and security requirements, ensuring compliance with international travel regulations.
- Maintained up-to-date expertise in airline rules, regulatory requirements, and industry standards to offer accurate information and advice.
- Inspired and led a team of travel consultants, fostering a goal-oriented environment to meet and surpass monthly sales targets.
Vacation Guide
RCI
12.2007 - 01.2011
- Assisted RCI members with holiday bookings utilising their timeshare/points system, ensuring a seamless travel planning experience.
- Managed a high volume of inbound calls, effectively resolving member complaints and maintaining customer satisfaction.
- Fostered personal relationships with guests to enhance their experience and encourage repeat business.
- Consistently met and exceeded sales targets and service benchmarks through dedicated customer engagement and up-selling techniques.
Client Service Consultant
Sanlam HQ
02.2003 - 10.2007
- Provided comprehensive client support by addressing policy queries and managing portfolio services.
- Educated clients on a range of services and insurance products to meet their needs.
- Conducted cold calls and canvassed for new business opportunities, contributing to client base expansion.
- Consistently exceeded monthly Key Performance Indicators (KPIs) through dedicated client service and sales efforts.
- Recognised as Top Novice Business Development Manager for outstanding performance in client acquisition and service excellence.
Education
High School Diploma -
Symphony Senior Secondary
Cape Town, South Africa12-1997
RE5 Certificate - Financial Services
Moonstone Business School of Excellence
Johannesburg09-2024
Skills
Account Management
References
Available upon request.
Accomplishments
- Selected globally to present RCI TV in the USA (2009) → Watch Video
- Achieved Top Novice BDM at Flight Centre Business Travel (2016)
Timeline
Account Manager
School Basics Planet Young, LLC
10.2024 - 03.2025
Commercial Insurance Broker
Outsurance
11.2023 - 01.2024
Guest Service Specialist
Tyme Global Technologies
09.2019 - 05.2023
Business Development Manager
Flight Centre Business Travel
02.2015 - 03.2017
Account Manager
Private Label Promotions
10.2013 - 01.2015
Travel Consultant & Team Leader
Flight Centre Travel Group
03.2011 - 09.2013
Vacation Guide
RCI
12.2007 - 01.2011
Client Service Consultant
Sanlam HQ
02.2003 - 10.2007
High School Diploma -
Symphony Senior Secondary
RE5 Certificate - Financial Services
Moonstone Business School of Excellence
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