Lavoipierre - Key Account Management - Sundowner, Randburg, South Africa

Lindsay Lavoipierre

Sundowner, Randburg, South Africa


Talented and accomplished Senior Manager with over 24 years business management experience with a successful track record in Business Development / Sales (9 years experience) and Customer Service Management (7 years experience). Excellent Key Account / Client relationship building skills (11 years experience) at all levels within organisations and with blue chip companies that led to significant repeat business. Adept at managing large projects and operations with particular adherence to standards, procedures and quality of delivery. Good experience in drawing up and managing budgets and managing costs. Excellent analytical, communication, problem-solving skills, negotiation, client and people relationship and leadership skills. Passionate about developing people with 24 years people management experience.


Key Account Management

Work History

Sales Executive (contract)


June 2013 - July 2014

• Prospecting, cold-calling and sales
• Prepared proposals and costings of solutions for presentation to clients
• Gave recommendations and closed the sale
• Marketing of business
• Project management and quality control of installations
• Organising of conferences and exhibitions
• Management of BBBEE scorecard

Brought in the Massbuild, Broll, JHI, Old Mutual and Redefine Property Groups with Busicor as a preferred supplier of the Raycap surge protection to these clients.

Key Account Manager

The Human Edge

September 2012 - March 2013

• Renewed and managed the contract on the Barloworld Equipment Management Development Programme to provide Crucial Conversations training and to include Crucial Accountability training. Increased revenue from client from R 450 K in 2012 to R 800 K in 2013
• Auditor General South Africa (AGSA) – developed a solution and secured the deal in 6 weeks to provide Crucial Conversations training to 25 Managers (Value of deal was R 175 K). Project managed the intervention.

Business Development / Key Account Manager

The Human Resource Practice

September 2008 - August 2012

• Generated R 4,1 million of new business for the financial year ending March 2012 which constituted 65% of the company's total revenue;
• Generated R 3,80 million worth of new business in 2010/2011
• March 2009 – won the South African Airways (SAA) tender in developing a solution to train 400 Team Leaders / Supervisors in identified management and leadership competencies, ending in March 2013. Approximate total value of contract was R 7 million;
• Project lead for the SAA Supervisors and First-Line Management development contract. Responsibilities included client liaison and monthly reporting, learner support and coaching, liaising with and management of third party vendors, budget and cost control, ROE (Return on Expectation) measurement
• July 2012 – awarded the tender as a preferred supplier to the Public Investment Corporation (PIC) in providing solutions to train staff in the areas of Management, Leadership and Soft Skills
• June 2012 – developed and launched an “Engaging Leadership” programme for 20 Managers at SAA as a pilot programme with the view of rolling it out to the rest of SAA Management. Approximately 300 SAA Managers were identified to attend. Value of pilot programme was R 350 K
• May 2012 – won the tender with SAA to train “Time Management” to approximately 3 000 staff over a 3 year period
• March 2012 – designed, developed and delivered a solution to train SAA’s HR Business Partners (based on the work done by Dave Ulrich). Value R 300 K

Key Account Executive

LR KnoVation

April 2007 - June 2008

• Generated total new business to the value of R 3,3 million in the 2007 / 2008 financial year
• April 2008 - developed a Supervisory Development Programme for the Airports Company South Africa (ACSA) tender to train 200 - 300 Supervisors for the 2010 World Cup in identified management competencies - approximate total value of the contract was R 4 million over a 2 ½ year period
• Renewed the Cell C contract and increased its value to R 1,3 million to up skill 55 learners in identified management competencies
• March 2008 – developed a solution for DHL Sub-Saharan Africa to up skill 500 people throughout Africa using a “train-the-trainer” approach. Value of deal was R 330 K
• April 2008 – designed and developed a Leadership Development Programme for Capacity Outsourcing ( a company supplying contract labour to the SA market) to train 24 of their Managers in identified leadership competencies
• November 2007 – designed a solution to train 12 HR Consultants for Barrick Africa (one of the world’s largest gold mining companies) in specific HR competencies. Deal secured with a total value R 480K. Led the project team for training to take place in Tanzania.

National Business Development Manager


September 2005 - March 2007

• Secured R 3,0 million of new business in the first year as New Business Development Manager
• November 2005 - designed a solution for DHL Express (a global courier company) to train 45 Supervisors and Managers in specific management competencies. Value: R 440 K
• May 2006 - developed a Management Development solution for Masana Technologies (a 100% SA black-owned IT solutions company) to train 24 of their First- line Managers. Deal was worth R 330 K
• June 2006 - designed and developed a Graduate Development Programme with African Rainbow Minerals (one of SA's fastest growing mining companies) to identify, select, recruit and train 20 mining graduates. Value: R 760 K
• November 2006 - designed a Management Development Programme for Cell C to up-skill 45 managers in identified management competencies. Also led the project team to deliver the solution

Key Account Manager

ICMD / KnoVation

April 2003 - August 2005

• Managed a portfolio of key accounts with a total value of R 7 million
• Managed an Executive Leadership Development Programme with Sanlam Executives for 2 years using International faculty from UK and USA. Value: R 2 million (per year)
• Renewed and project managed a Leadership Development Programme for the South African Reserve Bank for 3 consecutive years. Value: R 500K per year
• Renewed and led the Unitrans / Steinhoff Management Development programmes for First-line and Middle Managers for 3 consecutive years. Value: R 700K each year
• Renewed and project managed the Engen Management Development programme for 2 consecutive years. Value: R 800 K per year
• Grew the Santam account from R400K in 2003 to R 1 million in 2005 to develop Managers in identified leadership competencies
• Developed a fully customised "Women in Leadership" Programme for Santam in 2005.

Customer Service Manager

Lexis Nexis Butterworths

February 2000 - March 2003

• Managed a team of 36 Call Centre and Customer Service consultants
• March 2001 - Restructured the Customer Service department into a Call Centre and Back office to ensure effectiveness and better service delivery
• June 2001 – Implemented a CRM system to ensure better adherence to service standards and service delivery and to effectively manage and monitor the Customer Service operations.

Customer Service Manager

Altech / Autopage Group

July 1996 - January 2000

• Managed a team of 6 Regional Customer Service consultants
• Implemented a Policies and Procedure Manual for Customer Services consultants covering Cellular Phone Upgrades, Call package migrations, Loan phone policy, Cellular phone repairs
• Implemented a CRM system to ensure adherence to service standards and to improve service delivery
• Implemented and conducted training throughout the entire branch to develop a customer service ethic.

Retail Area Manager

Shell South Africa (Pty) Ltd

February 1988 - July 1995

• Managed a portfolio of 27 Retail Service Stations, with a total litreage of 3,4 million litres per month
• Implemented a Service Station Operating and Procedures Manual for new dealers taking over service stations. This manual was then adopted by Shell SA as the official Operations and Procedures Manual for New Dealers in South Africa
• Won the 1991 Area Manager Incentive for having the best merchandised Service Stations in Kwa-Zulu Natal with the best adherence to service station standards
• 1992 – was runner-up in the Area Manager Oil Incentive for selling the second most amount of Shell oils and lubricants in South Africa for that year
• 1994 – awarded the Shell Diploma in Retail Business Administration.

Qualifications & Certifications

BComm Degree

University of Natal

Queen Elizabeth High School, Zimbabwe

Queen Elizabeth High School, Zimbabwe

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