Jacobus Viljoen
Fort Lauderdale
Summary
MBA-trained business operations and client relationship professional with over 10 years in hospitality, travel, and technology. A strong record of driving revenue growth, managing high-value client portfolios, and optimizing workflows to enhance customer experiences. Expertise in cross-functional coordination, strategic planning, and team leadership.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Direct Group Specialist
Norwegian Cruise Line Holdings
Sunrise, United States
11.2023 - Current
- Managed high-value group travel accounts generating $2M+ annually
- Oversaw complex reservations, deposits, manifests, and guest operations for large-scale cruise groups
- Improved client retention through personalized service and strategic account management
- Utilized Salesforce and OPUS CRM systems to identify revenue opportunities and optimize workflows
Team Lead
Asurion
Miami, United States
10.2019 - 11.2023
- Led in-home and retail service teams supporting AT&T and Apple customers in high-volume environments.
- Managed daily operations, scheduling, service delivery, and workflow coordination to maintain performance standards.
- Trained and coached employees in technical troubleshooting, sales strategy, and customer engagement.
- Supported leadership initiatives focused on team development, performance improvement, and operational efficiency.
Retail Manager
P&O Cruises
Sydney, Australia
03.2016 - 02.2019
- Directed daily retail operations to enhance customer satisfaction and drive sales growth.
- Trained and mentored staff on product knowledge and effective sales techniques.
- Developed promotional campaigns to increase brand visibility and attract new customers.
- Monitored performance metrics to identify areas for improvement in service delivery.
Customer Service Representative
Princess Cruises Lines
Santa Clarita, CA
01.2014 - 01.2016
- Developed and maintained strong customer relationships to enhance loyalty and retention.
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and timely follow-up.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
Education
MBA - Business Management
Western Governors University
Salt Lake City, UT01-2026
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT01-2025
High School Diploma -
Dr. Malan H/S
Johannesburg, South AfricaSkills
- Business Operations
- Revenue Growth Strategy
- CRM Systems (Salesforce, OPUS)
- Strategic Planning
- Client Relationship Management
- Process Optimization
- Team Leadership
- Operational Analysis
- Data-Driven Decision Making
- Cross-Functional Leadership
- Sales & Account Management
- Performance Coaching
Affiliations
National Society of Leadership & Success - Member
Certification
- Executive Leadership Certification - NSLS
- Advanced Leadership Certification - NSLS
- Foundations of leadership Certification - NSLS
- Fundamentals of Project Management - Google
- AI Fundamentals – Google
Timeline
Senior Direct Group Specialist
Norwegian Cruise Line Holdings
11.2023 - Current
Team Lead
Asurion
10.2019 - 11.2023
Retail Manager
P&O Cruises
03.2016 - 02.2019
Customer Service Representative
Princess Cruises Lines
01.2014 - 01.2016
Bachelor of Science - Business Management
Western Governors University
High School Diploma -
Dr. Malan H/S
MBA - Business Management
Western Governors University