Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Marita Van der Werf

South Penrith,NSW

Summary

I am a globally recognised award-winning Business Manager, customer service professional and salesperson. I have a proven track record in building successful businesses, developing high-performing teams, and generating large and loyal client databases. I am a determined, organised, thoughtful, and enthusiastic professional, with a solid history of exceeding targets and expectations. My written and verbal communication skills are excellent, and I am able to build strong and loyal relationships with colleagues, clients, suppliers, industry partners and direct reports. I have developed superior organisational skills, display excellent time management and am very self-disciplined. I work extremely well under pressure and within tight timeframes. I thrive within a team environment and am also able to work autonomously towards clearly articulated goals and targets. I am processed driven and have been instrumental in creating systems and procedures that facilitate a productive and positive culture. I have a warm and optimistic disposition and am a natural solution seeker. I have a strong work ethic, conduct myself with integrity at all times, and am passionate about having a positive impact and doing work that matters.

Overview

14
14
years of professional experience

Work History

National Direct Sales and Training Leader

B&D
02.2023 - Current
  • Enhanced employee performance by developing and implementing comprehensive training programs.
  • Leveraged industry best practices to create a relevant and up-to-date curriculum for all employees.
  • Design annual training calendar that aligned with organisational goals while allowing flexibility for emerging needs or priorities.
  • Manage training budget effectively, making strategic investments in resources or personnel that directly supported organisational objectives.
  • Promote a culture of ongoing feedback and evaluation among employees, using both formal and informal methods to gather insights into training program effectiveness.
  • Boosted team productivity by designing targeted skill development workshops and hands-on learning activities.
  • Evaluated training needs through assessments and feedback, leading to tailored training interventions.
  • Reviewed internal policies/procedures regularly to identify areas where additional training could help reduce risk or improve compliance adherence rates among staff members.
  • Provided ongoing support and guidance for employees post-training, ensuring long-term retention and application of learned skills in their day-to-day roles.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Led a successful sales team by providing motivational coaching and performance-based incentives.
  • Organised regular sales meetings to review progress, share best practices, and set achievable targets for continued success.

Business Development Manager

B&D
02.2021 - 02.2023
  • Able to work closely with the sales team to develop sales tools and training packages for key staff
  • Developing and managing customer care programs for improved sales success
  • Developing content for product and company collateral
  • Ability to chase up new business opportunities
  • Coaching and developing of external stakeholders to increase brand awareness and bring in new customers
  • Maintaining relationships with key clients
  • Sound business acumen
  • Achieves KPI’s and targets
  • Excellent lead generation and development skills.
  • Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
  • Established relationships with key decision-makers within customer's organisation to promote growth and retention.
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
  • Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
  • Generated new business with marketing initiatives and strategic plans.

National Call Centre Sales and Solution Specialist

Coca-Cola Amatil
11.2020 - 02.2021
  • Can successfully complete workload every day in the required timeframe
  • Confidently discuss product range and takes advantage of all upsell opportunities
  • Show strong customer service over the phone and ability to build rapport
  • Can drive first call resolution where possible
  • Communicate to stakeholders where customer requires further follow up
  • Notes and systems protocol followed on every call
  • Knows and tracks KPI’s and targets
  • Aims to resolve customer EQS issues through phone fix where possible
  • Responds to constructive feedback provided by peers and team manager (4/7/11)
  • Acts to ensure adherence to published work schedules
  • Follows planned call approach to meet all call requirements
  • Plan day, week and monthly activities with RED routine structure
  • Display ability to respond to market conditions and assist in leading customers through CCA operational changes
  • Has the ability to utilise multiple internal systems
  • Responsible and accountable for individual workload and aware of team’s daily progress.

Area Manager

Flight Centre Travel Group
01.2020 - 10.2020
  • I successfully lead a team of over 100 staff across 18 different locations
  • Developing and implementing new coaching methods while generating over $97 Million worth of sales
  • Growing customer retention to 85% and reducing staff turnover from 4.37% to 2.03%
  • Achieve growth and hit sales targets by successfully managing the sales team
  • Design and implement a strategic business plan that expands the company's customer base and ensures a strong presence within the market
  • Responsibility for recruitment, objectives setting, coaching and performance monitoring of sales representatives
  • Build and promote strong, long-lasting customer relationships through the development of staff
  • Conflict resolution skills
  • Present sales, revenue and expenses reports and realistic forecasts to Senior management teams
  • Identify emerging markets and market shifts while maintaining awareness of new products and competitive status
  • Advanced understanding of business
  • Development of consistent business plans – 90 days and 3 year plans.
  • Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
  • Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
  • Conducted training sessions to educate employees on best practices and procedures to increase profitability.
  • Mentored junior staff members, providing guidance on best practices and professional development opportunities.
  • Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
  • Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.

Multi Site Business Leader

Flight Centre Travel Group
08.2010 - 12.2019
  • I led a number of high-performing retail businesses of between 3 – 16 staff members
  • I excelled in achieving my personal KPI’s and consistently exceeding targets
  • My teams were continually ranked amongst the most profitable and productive nationally
  • My responsibilities included: Train, develop and manage a team of sales consultants, and conduct regular performance reviews to ensure customer service levels are exceeded
  • Develop a strategic business plan, vision, milestones and budget, and ensure all team members achieve monthly sales targets and KPIs
  • Manage store financial systems, office administration and compliance
  • Manage a high volume of enquiries on a daily basis in a multi-system corporate environment
  • Recommend and book complex leisure and retail itineraries with a variety of suppliers
  • Provide exceptional customer service in person, over the phone and via email to build a loyal client base
  • Manage large client files and confidential information
  • Advise travel regulations, visa requirements and safety concerns prior to and during travel
  • Deal with client concerns, queries, and complaints.

Education

Diploma of Leadership Management (BSB51918)

Franklyn Scholar
12.2012

Certificate III in Travel & Tourism (SIT30216)

TAFE NSW
12.2007

Skills

  • Highly developed business acumen
  • Account management and business development
  • Devising and implementing sales strategies
  • Resilient and performs well under pressure
  • Exemplary time management, organisation, productivity and self-discipline
  • Efficient in Microsoft Office suite, Salesforce CRM and Power BI
  • Exceptional customer service and natural sales instincts
  • Excellent written and verbal communication
  • Ability to negotiate and influence
  • Solution seeker and can-do attitude
  • Respected leader, manager and mentor
  • Data Analytics
  • Curriculum Design

References

  • Amelia Lutz - National Sales Manager, B&D
  • Gregg Downward - State Sales Manager, Flight Centre
  • Toni Francis - Area Sales Manager, Flight Centre

Timeline

National Direct Sales and Training Leader

B&D
02.2023 - Current

Business Development Manager

B&D
02.2021 - 02.2023

National Call Centre Sales and Solution Specialist

Coca-Cola Amatil
11.2020 - 02.2021

Area Manager

Flight Centre Travel Group
01.2020 - 10.2020

Multi Site Business Leader

Flight Centre Travel Group
08.2010 - 12.2019

Diploma of Leadership Management (BSB51918)

Franklyn Scholar

Certificate III in Travel & Tourism (SIT30216)

TAFE NSW

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Marita Van der Werf