Yolande Bouwer

Experience

• 

  Sure Travel (Pty) Ltd

  Aug 2002 - Dec 2007

  Office Manager

  Assisting Executive management with all corporate international travel bookings.Facilitating training requirements for all staff – internal and externalHandling all customer complaintsHandling performance appraisals and managing poor performance.Motivating supervisors and staffHandling staff grievancesRecruitment of new staffStructuring performance targetsMonitoring staff’s performanceReporting to different departments on sales conversions and utilization.Distributing work evenly amongst staffAssisting upper management with their travel arrangementsAcquisition of new business Show less

• 

  ETravel

  Dec 2007 - Jun 2011

  Senior wholesale Consultant

  Assisting all independent travel companies of the e-Travel group with quotations for holiday packages, accommodation, car hire and cruises.Retaining clients and repeat business by management of relationships with customers.Creation of invoices for all bookings including the creation of accommodation vouchers and car rental vouchers.Providing support to the eHolidays team relating to training and problem solving skills.

• 

  Tourvest Travel Services

  Jun 2011 - Aug 2013

  Providing support and assistance to a team of 13 consultants consisting of Junior, Intermediate & Senior consultants. Management & distribution of all incoming travel requests to consultants. Assisting the team with re-issues and refunds and ensuring corporate fares are utilized. Clearing un-invoiced tickets & referral bookings that have not been invoiced for the team. Pulling LPO lists for the team and ensuring preferred partners are supported. Ensuring immediate attention to all client queries / complaints. Clearing all emergency call centre requests logged from the night prior and charging accordingly. Execute bi-annual performance management reviews and staff development plans-Skill Up and PDP plans Coach, mentor and grow staff within their roles. Manage leave requests and co-ordinate training for staff. Daily staff meetings and monthly one on one meetings Tracking of staff incentives Show less Providing support and assistance to a team of 6 consultants consisting of Junior, Intermediate & Senior consultants.Management & distribution of all incoming travel requests to consultants.Assisting the team with re-issues and refunds and ensuring corporate fares are utilized.Clearing un-invoiced tickets & referral bookings that have not been invoiced for the team. Pulling LPO lists for the team and ensuring preferred partners are supported.Ensuring immediate attention to all client queries / complaints.Clearing all emergency call centre requests logged from the night prior and charging accordingly.Execute bi-annual performance management reviews and staff development plans-Skill Up and PDP plansCoach, mentor and grow staff within their roles.Manage leave requests and co-ordinate training for staff.Daily staff meetings and monthly one on one meetingsTracking of staff incentives Show less

  • Team Leader for Transnet Freight Rail Division

    Mar 2013 - Aug 2013

  • Team Leader - Transnet Capital Projects

    Mar 2012 - Mar 2013

  • Senior Travel Consultant

    Jun 2011 - Mar 2012
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  Rennies BCD Travel

  Aug 2013 - Apr 2016

  Strategy input: • Understand the industry; current and future. • Have a global view of travel trends and benchmarking analysis. • Understand competitor activity and related opportunities and position HRG Rennies Travel to capitalise on unique strengths in relation to competitors.• Understand and manage the complexities of the various stakeholder relationshipsProcess Management: • Ensure process standardisation is implemented and maintained and be able to identify areas requiring corrective action. • Analyse levels of branch complaints and queries and plan and implement appropriate preventative actions. • Ensure processes are regularly reviewed and processes are improved where appropriate, in line with Global best practise• Ensure all processes are documented accordingly and aligned to the service strategy.• Ensuring that ADMS are resolved speedily and corrective measures are put in place to reduce these• Assist with the management of the budget guarding against over and under expenditureClient Relationships: • Deeply understand client needs and work with the Divisional Executive to implement and manage the service strategy • Understand and provide input to the fee and service models. • Understand and deliver on global accounts requirements including the enforcement of client travel policy• Ensuring the service strategy is delivered effectively in line with the high, low and no touch solutions.• Constant review and measurement of the solutions provided.• Ensuring the standards of service provided by the division are world-class.• Assisting new business sales in putting together RFP‘s and tenders for new business.• Managing client complaints proactively and ensuring resolution through utilisation of all company resources.• Managing opportunities to expand new business and to retain existing business.• Must be prepared to take afterhours calls to assist clients where necessary Show less Managing the team’s productivity.Resolution of escalated problems (client’s suppliers and staff).Workflow and work allocation.Travel team efficiency.Quality control.Standardize processes.Implementation of new businessMaintenance of technology systems and processes.Management of travel policy, contract and SLA agreements.Receive, investigate and resolve travel/system related queries.Ensuring adherence of all processes and proceduresAccuracy and maintenance of client fee’sMaximize utilization of preferred suppliersClient reporting Ensuring profitability before supplier overrides.Staff performance managementStaff retention (remuneration, recognition and reward).Staff development and coaching. Show less Managing the team’s productivity. Resolution of escalated problems (client’s suppliers and staff). Workflow and work allocation. Travel team efficiency. Quality control. Standardize processes. Management of travel policy, contract and SLA agreement. Receive, investigate and resolve travel/system related queries. Ensuring adherence of all processes and procedures Accuracy and maintenance of client fee’s Maximize utilization of preferred suppliers Client reporting Staff performance management Staff retention (remuneration, recognition and reward). Staff development and coaching. Show less

  • Global Contact Centre Manager

    May 2015 - Apr 2016

  • Online Business Manager

    Oct 2014 - May 2015

  • Online Travel Manager

    Jan 2014 - Oct 2014

  • Travel Manager for Adcorp

    Aug 2013 - Jan 2014
• 

  Agentivity

  May 2016 - Dec 2018

  GDS functional knowledge of Travelport, Amadeus and Sabre.Assist with customer facing marketing campaigns.Maintenance of customer data in a CRM database.Regular customer visits based on a planned schedule.Upsell of Agentivity professional (business intelligence tool).First level customer support (via Agentivity technical support system).Promotion of new Agentivity features with existing customers.Training of new users and customers on the Agentivity tool.Liaise and interpret customer needs to the development team.Ensure customer retention and maximum usage of the product.Following up on new leads.Developing new business.Managing customer contracts.Implementation of new business set up.Collection of outstanding customer fees. Show less

  • Director - Africa

    Jan 2017 - Dec 2018

  • General Manager

    May 2016 - Jan 2017
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  Sabre Corporation

  Mar 2019 - Jul 2020

  Principle Sales & Account Manager

  • Responsible for the overall satisfaction, acquisition, retention & development of 6 Travel consortium accounts.• Role consisted of 30% Hunting and 70% Farming (Building strong client relationships to maintain & develop existing business & acquire new customers).• Focused on deploying superior account planning & a consultative sales methodology approach in order to maintain a high level of service & increase sales penetration to existing accounts.• Built, developed & maintained relationships with C-level decision-makers to develop opportunities, maintain & expand business within the account base. Show less

• 

  Prenetics

  Apr 2021 - Sept 2022

  Community Success & Operations Manager

  • Led & managed a team of 60 customer support agents from hiring stage, on-boarding, training to performancemanagement and coaching.• Cultivated a unified team culture.• Role incl. workforce & productivity management & all process & procedures that formed part of the overall• customer service experience.• Managed 3rd party BPO partnerships & provided support & guidance to partners by identifying & eliminating barriers to accuracy, productivity, & quality.

• 

  Qatar Airways

  Jan 2023 - Nov 2023

  Senior Account Manager
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  Hoppa

  May 2024 - now

  Rides Flyer Driver Success Manager

  • I lead the on-boarding process for New and Existing ride providers onto the Rides Flyer platform, guiding themthrough the setup and integration of their systems with our app.• I have developed & implemented a comprehensive on-boarding program tailored to the specificneeds of each ride provider, ensuring a smooth transition & successful integration.• Management & selling of SaaS Solution.