Carol Goh
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Resourceful Manager offering history of success coordinating and monitoring operations across various departments.
Highly committed with hardworking mentality to maintain quality of services and products.
Overview
25
25
years of professional experience
Work History
Assistant Manager- Resort Operations
RCI ASIA PACIFIC
09.2019 - Current
- Made hiring recommendations to increase company's productivity.
- Launched quality assurance practices for each phase of development
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established team priorities, maintained schedules and monitored performance.
- Remote mentored team members to enhance professional development and accountability in workplace.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Team Leader- Resort Operations
RCI ASIA PACIFIC
SINGAPORE
03.2012 - 09.2019
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed effective improvement plans in alignment with goals and specifications.
- Monitored time and attendance, enforcing compliance with company procedures.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
Team Leader - Members Operations
RCI ASIA PACIFIC
Singapore
06.2006 - 03.2012
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Mentored and guided employees to foster proper completion of assigned duties.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Developed effective improvement plans in alignment with goals and specifications.
Senior Vacation Sales Consultant
RCI ASIA PACIFIC
Singapore
01.2005 - 06.2006
- Passionate about learning and committed to continual improvement.
- Worked effectively in fast-paced environments.
- Proven ability to develop and implement creative solutions to complex problems.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Cultivated interpersonal skills by building positive relationships with others.
- Resolved problems, improved operations and provided exceptional service.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Vacation Consultant
RCI ASIA PACIFIC
Singapore
03.2001 - 01.2005
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
Executive Sales Consultant
NEW SHAN TRAVEL Service
Singapore
01.1998 - 01.2001
- Progressed sales through to completion by working closely with customer relations, production team and marketing.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Quoted prices, credit terms and other bid specifications.
- Informed customers of promotions to increase sales productivity and volume.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
Advance Diploma - Business Administration And Management
PSB Academy
Singapore 1997
Skills
- Plan Projects
- Product and Service Knowledge
- Customer Relationship Management
- Collaborate Cross-Functionally
- Operational Excellence
- Project Management
- Business Administration
- Closing and Contract Negotiations
- Strategic Planning
- Policy Administration
- Negotiation and Conflict Resolution
Languages
Chinese (Cantonese)
Chinese (Mandarin)
English
Indonesian
Malay
Timeline
Assistant Manager- Resort Operations
RCI ASIA PACIFIC
09.2019 - Current
Team Leader- Resort Operations
RCI ASIA PACIFIC
03.2012 - 09.2019
Team Leader - Members Operations
RCI ASIA PACIFIC
06.2006 - 03.2012
Senior Vacation Sales Consultant
RCI ASIA PACIFIC
01.2005 - 06.2006
Vacation Consultant
RCI ASIA PACIFIC
03.2001 - 01.2005
Executive Sales Consultant
NEW SHAN TRAVEL Service
01.1998 - 01.2001
Advance Diploma - Business Administration And Management
PSB Academy
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