Yvette Villavicencio
Kempton park
Summary
With strong background in customer service and project management, I excel in building relationships and managing multiple tasks efficiently. My excellent communication skills and knack for problem-solving enable me to navigate complex situations smoothly. Highly organized and results-driven, I am committed to driving positive outcomes and ensuring client satisfaction. Business Development professional with focus on driving growth through strategic partnerships and market analysis. Experienced in leading sales teams, developing client relationships, and implementing effective sales strategies to achieve targets.
Overview
31
31
years of professional experience
Work History
Real Estate Manager
Estpro Consultants
Kempton park
03.2009 - Current
- Trained and supervised junior property management staff, enhancing team performance and service delivery.
- Fostered strong relationships with local businesses and services to support tenant needs and community integration.
- Delivered exceptional customer service to tenants, addressing queries and concerns promptly to ensure tenant retention.
- Managed portfolio of residential and commercial properties, maximising occupancy rates and rental income.
- Oversaw personnel recruitment, training and performance-management to keep operations profitable and aligned with customer expectations.
- Conducted property tours to potential buyers and renters.
- Developed excellent rapport with custom builders to expand opportunities for growth.
- Monitored estate operations, ensuring processes stayed in line with government policies and housing regulations.
- Organised and hosted viewings, showcasing properties effectively to prospective tenants and buyers.
- Created marketing material for properties highlighting benefits.
- Coordinated open house events to boost client interest in property.
- Organised lease agreement signing and property rights transfer.
- Provided comprehensive advice to property owners on value enhancement opportunities through refurbishments and upgrades.
- Analysed feedback from tenants to identify areas for improvement and enhance the living experience.
- Established strong relationships with key industry contacts, including estate agents, solicitors, and local authorities, to benefit property management operations.
- Managed tenant disputes professionally and calmly, providing appropriate solutions to defuse situations promptly.
- Negotiated lease agreements with tenants, balancing firmness with diplomacy to maintain positive relations.
- Regularly reviewed and updated property management policies and procedures to comply with changing regulations and best practices.
- Analysed market trends to advise landlords on competitive rental pricing, enhancing property income and occupancy rates.
- Implemented cost-effective maintenance strategies, reducing expenses whilst maintaining high property standards.
- Coordinated with solicitors to resolve legal issues related to properties, including leases and disputes.
- Facilitated smooth move-in and move-out processes for tenants, including inventory checks and deposit management.
- Kept abreast of property legislation changes, adapting management practices to remain compliant.
- Used research and business development strategies to build client leads for buying, selling and renting.
- Coordinated with contractors and service providers to secure high-quality maintenance work at competitive prices.
- Met and exceeded sales goals through consultative sales techniques and closing abilities.
- Prepared detailed monthly and annual property performance reports for landlords, highlighting income, expenses, and occupancy rates.
- Reviewed and adjusted property insurance policies, ensuring adequate coverage against potential risks and liabilities.
- Liaised with local authorities to ensure compliance with zoning laws and building codes.
- Streamlined administrative processes, adopting new technologies for efficient property management.
- Utilised property management software to streamline administrative tasks, improving efficiency and accuracy of property documentation.
- Developed and implemented effective marketing strategies for vacant properties, significantly reducing void periods.
Assistant Manager - Key Accounts
Genop Healthcare
Gauteng
01.2006 - 12.2008
- Managed key account matters including solving issues, updating on project milestones, attending meetings and managing other communications.
- Monitored client satisfaction through regular feedback mechanisms, adapting strategies to meet evolving needs.
- Developed new business opportunities in existing customer portfolios to meet, upgrade and cross-sell revenue targets.
- Conducted market research to stay informed of industry trends and competitor activities.
- Analysed client needs to recommend products and services that matched their requirements, enhancing client satisfaction.
- Developed and implemented sales strategy for new business opportunities across account portfolios and broader businesses.
- Applied excellent negotiation, upselling and sales techniques to maximise revenue.
- Managed a portfolio of 50+ key accounts, consistently exceeding sales targets by 15%.
- Optimised sales methods to best acquire, develop and retain customers.
- Built new business partnerships to drive customer acquisition and generate revenue.
- Developed and maintained strong relationships with key accounts, leading to a 15% increase in annual revenue.
- Motivated sales staff to continuously improve strategies through competitions and personalised coaching plans.
- Presented at industry events as a representative of the company, enhancing brand visibility among potential clients.
- Tracked and analysed key account trends, identifying opportunities for growth and eliminating potential threats.
- Enhanced product marketability and improved profits with optimum targeting on sales and marketing strategies.
- Tracked sales, click-through rates and conversion rates by marketing campaign for comparison.
- Organised and led quarterly business reviews with key clients, fostering transparency and trust.
- Utilised tools such as CRM for streamlined process management and reporting.
- Implemented seasonal and special discounts, driving customer engagement through promotions.
- Coordinated with design, project management and production teams to delivery timely support to planned campaigns.
- Forecasted and tracked renewals, upgrades and other key account metrics to prevent accounting issues.
- Retained and developed allotted significant customer base by working with senior staff to create added value in customer experiences.
- Crafted personalised account plans that aligned with client objectives, securing long-term partnerships.
- Collaborated with marketing to develop targeted campaigns for key accounts, increasing engagement by 40%.
- Built and capitalised on relationships by networking with important influencers and decision-makers to position company as premier industry brand.
- Facilitated training sessions for new account managers, sharing best practices and enhancing team capabilities.
- Encouraged sales teams to dedicate sufficient time to supporting strategic partners with execution plans.
- Implemented customer service strategies that reduced churn rate by 5% within the first year.
- Responded promptly to client enquiries, resolving issues efficiently to maintain high satisfaction levels.
- Implemented customer satisfaction surveys to gather feedback and drive continuous improvement.
- Managed key accounts, fostering long-term relationships through regular meetings and strategic discussions.
Medical Representative
Genop Healthcare
Gauteng
09.1997 - 11.2005
- Promoted pharmaceutical products to healthcare professionals, highlighting benefits and efficacy to drive prescriptions.
- Used excellent sales techniques to increase customer interest in medical products.
- Managed territory effectively, planning daily visits to maximise coverage and meet sales targets.
- Scheduled appointments with pharmacists, doctors and other medical professionals to promote new products and deliver presentations.
- Maintained productive relationships with existing customers through exceptional follow-up after sales.
- Monitored stock levels in pharmacies and healthcare institutions, ensuring availability of products.
- Exceeded monthly sales KPIs, using advanced selling techniques and smart negotiation strategies.
- Identified customer needs to deliver relevant product solutions and promotions meeting target budgets.
- Created selling opportunities by reaching out to existing and prospective clients.
- Recommended products and services fit for clients' needs.
- Analysed market trends and competitor activity within the sector to develop targeted sales strategies.
- Maintained in-depth knowledge of competitor products, price changes and market developments to forecast business demands.
- Analysed prescription data to identify trends, opportunities, and areas for growth within assigned territory.
- Developed strong relationships with key decision-makers in healthcare settings to facilitate product listing and usage.
- Built new business partnerships to drive customer acquisition and generate revenue.
- Provided detailed product information and clinical data to healthcare professionals, supporting informed decision-making.
- Implemented post-sales follow-up activities to assess customer satisfaction and encourage repeat business.
- Attended medical conferences and workshops to stay updated on industry developments and network with professionals.
- Organised and conducted medical presentations and product launches for doctors, nurses, and pharmacists.
- Designed sales strategies to increase profits, making reviews and amendments for underperforming areas.
- Participated in regional sales meetings, contributing insights and strategies to achieve team goals.
- Attended medical product conventions to remain updated on medical industry trends and developments.
- Approached customers with consultative mentality to uncover and meet specific requirements.
- Collaborated with healthcare professionals on patient education initiatives to enhance treatment outcomes.
- Provisioned services to suit customers' schedule and preferences.
- Supported clients to make informed decisions based on cost and resource limitations.
- Trained pharmacy staff on product features, benefits, and proper storage conditions to optimise sales.
- Responded to healthcare professional inquiries with accurate product knowledge and timely information.
- Conducted product demonstrations, displaying product features, highlights and usability for increased engagement.
- Gathered feedback on product performance and customer satisfaction, relaying insights to management for quality improvement.
- Increased sales lead pipeline and industry contacts through proactive networking.
- Maintained comprehensive records of all customer interactions, sales, and feedback for reporting purposes.
- Streamlined sales processes with up-to-date protocols and minimal turnaround time on new sales.
- Tracked product changes to give customers current, accurate information.
- Adhered strictly to industry regulations and ethical guidelines in all sales and marketing activities.
- Managed projects through installation phases, offering clear, comprehensive training to clinical teams.
Tour Guide
Springbok Tours
Gauteng
03.1995 - 08.1997
- Analysed market trends and customer preferences to guide the development of new and innovative tour products.
- Negotiated with tourism vendors to provide cost-friendly contracts.
- Managed bookings and reservations efficiently, ensuring accuracy in travel arrangements and adherence to clients' budgets.
- Educated customers about visas and documents required for specific travel destinations.
- Provided itinerary, estimates and costs of vacation packages to tailor-fit to budget of clients.
- Conducted engaging historical and cultural tours across various landmarks, enhancing visitors' understanding and appreciation.
- Adapted quickly to unexpected changes or challenges during tours, ensuring a seamless experience for participants.
- Addressed visitor queries with accurate information, ensuring a satisfying and informative tour experience.
- Took photos and videos of tourists to capture travel destinations and preserve memorable experience.
- Escorted tourists to visit natural habitats to promote ecotourism and environmentally friendly areas.
- Planned exciting, entertaining, factual or historical activities for group tours.
- Managed bookings and inquiries via phone and email, demonstrating excellent organisational skills and customer service.
- Provided feedback opportunities for tour participants, using insights to continually improve tour quality and satisfaction.
- Interpreted and translated languages for tourists to comprehend, bridging language barrier gaps.
- Produced and distributed detailed itineraries for customers to identify routes, time and day-by-day journeys.
- Worked closely with team and property owners to develop new and lucrative tours.
- Answered questions, pointed out overlooked features and offered further details to guests about special exhibits.
- Educated guests about conservation strategies for specific locations.
- Researched topics pertaining to tour locations and expanded scripts.
- Provided and taught tourists to use tour audiovisual equipment to engage audience and reinforce key points.
- Processed group payments and issued tour tickets.
- Entertained customers with special performances and jokes, delivering memorable experiences.
- Excited guests about natural habitats and resources with detailed, interesting tours.
- Handled emergency situations calmly and effectively, prioritising the safety and well-being of all tour participants.
- Ran tours with focus on sustainability and minimising environmental and site impacts.
- Helped people of diverse backgrounds connect to historical sites and expand knowledge.
- Fostered relationships with cultural institutions and tourist attractions to provide comprehensive and exclusive tour experiences.
- Maintained punctuality and professionalism in all interactions, creating a positive image of the tour company.
- Explored landmarks and heritage sites to learn about history and examine architecture.
- Scheduled excursion tours to visit national parks and wildlife.
- Researched and assessed hotspots to promote local tourism, artisans and culture, delivering personalised experience.
- Compiled and reported on tour feedback, identifying trends and areas for improvement to management.
- Evaluated and researched local hotspots to plan enjoyable tours tailored to client requirements.
- Assisted in training new guides, sharing knowledge and techniques to ensure high standards across the team.
- Delivered clear and concise commentary through various mediums, including live speech and audio guides.
- Briefed tourists regarding local currency and money changers to calculate exchange rates and be cautious with spending.
- Investigated and resolved problems with guest tickets, tour itineraries or site operations.
- Kept abreast of current events and temporary exhibitions to enhance tour content with timely and relevant information.
- Distributed educational materials to use for resources and reference, delivering factual and important data.
Education
Higher National Diploma - Matric
High-school Kempton Park
Kempton Park01-1991
Skills
- Customer service
- Relationship building
- Problem solving
- Negotiation tactics
- Market analysis
- Audience engagement
- Cultural interpretation
- Team leadership
- Client communication
- Crisis management
- Feedback assessment
- Event coordination
- Training facilitation
- High energy level
- Leadership qualities
- Calm under pressure
- Effective time management
- Exceptional communication
- Outgoing personality
- Customer service-oriented
- Client behaviour management
- Strong leadership
- Meeting location coordination
- Networking
- Customer relationship management tools
- Social media management
- Leadership skills
- Customer relationship building
- Mentoring and coaching
- Operational support
- Outstanding customer service
- Negotiation
- Client account management
- Public relations strategies
- Relationship-building
Timeline
Real Estate Manager
Estpro Consultants
03.2009 - Current
Assistant Manager - Key Accounts
Genop Healthcare
01.2006 - 12.2008
Medical Representative
Genop Healthcare
09.1997 - 11.2005
Tour Guide
Springbok Tours
03.1995 - 08.1997
Higher National Diploma - Matric
High-school Kempton Park