Emily Ng

Key Achievements:

• Established Efficient Travel Booking Process: Implemented a streamlined booking system and revised Travel Policy to enhance employee experience. Developed structured team workflows and optimized travel budgets, achieving significant cost savings.
• Secured Cost-Saving Corporate Contracts: Negotiated and secured preferred rates with airlines, hotels, and travel management companies, achieving up to 20% savings for business travel. Extended these benefits to employees for personal travel discounts as well.
• Organized In-House Travel Fair: Led an in-house Travel Fair to promote awareness of preferred vendors. Coordinated vendor participation, offering exclusive benefits like special memberships, complimentary gifts, and lucky draw incentives, which boosted cost savings for both business and personal travel.
• APAC Regional Travel Support: Provided prompt resolution for escalated travel queries and challenges, ensuring smooth travel experiences across APAC region.
• Streamlined Expense Management: Enhanced financial accuracy by ensuring policy compliance and processing monthly travel expenses and vendor payments.
• Policy Development & Strategic Planning: Contributed to travel policy development and strategic planning, improving the travel process and budget management.
• Vendor & Stakeholder Engagement: Played a pivotal role in vendor selection and implementation, enhancing service efficiency through collaboration with internal stakeholders.
• Enhanced Communication & Training: Delivered travel-related communications and training, increasing awareness and improving program adoption.
• Leveraged Technology for Operational Efficiency: Utilized travel management software to improve booking, tracking, and reporting processes, enhancing efficiency and cost control.
• Optimized Travel Program: Conducted program evaluations and feedback sessions, driving continuous improvements in cost savings and travel experience.
• Risk Management & Duty of Care: Ensured traveler safety by monitoring risks and providing duty of care services in collaboration with Healix.
• Guided Interns in Operations: Provided mentorship to interns, helping them manage operational projects and tasks effectively.

• Enhanced the shopping experience by providing excellent service, assisting customers at checkout, and managing sales transactions.

• Enforced social distancing measures onboard cruise ship while ensuring pleasant travel experience for passengers, all in compliance with pandemic-related protocols.

Key Achievements:

• Outstanding Performance & Client Retention: Achieved personal best in 2012 and led the team to the best performance in Singapore in 2017, earning invitations to the prestigious Global Ball Events in Singapore and Las Vegas. Successfully conducted service recovery for a key SME corporate client, retaining them for five additional years by resolving critical issues, preventing them from switching to another Travel Management Company (TMC).
• Team Development & Improved Performance: Facilitated the professional growth of a team member facing collaboration challenges, working closely with the Team Leader to enhance teamwork, strengthen relationships, and improve overall team performance.
• Effective Team Leadership: Conducted one-on-one sessions to address team performance, collaborated with the Team Leader to boost productivity, organized weekly operational updates, and provided daily support to team members, fostering a collaborative environment.
• Comprehensive Client & Account Management: Managed a diverse portfolio of SME, MNC, and event coordination accounts, leading client meetings and addressing travel needs to ensure high client satisfaction.
• Streamlined Travel Coordination & Arrangements: Delivered end-to-end travel solutions, including flight, accommodation, transportation, and visa arrangements, while ensuring compliance with customer travel policies.
• Proactive Issue Resolution & Service Quality: Managed escalated cases and service recovery processes, providing high-quality solutions that maintained customer satisfaction and service excellence.
• Successful Event Coordination & Logistics: Oversaw logistics and communication for APAC region events, including large-scale school events, ensuring seamless execution.
• Insightful Financial Reporting & Analysis: Delivered monthly travel spending reports to client finance departments, offering insights for improved budget management.
• Seamless Overseas Coordination: Coordinated with overseas partners on travel logistics, including visa and flight matters, ensuring smooth international travel experiences for clients.

• Managed multiple corporate accounts by coordinating all aspects of business travel arrangements, ensuring compliance with customer policies while working to meet and exceed service level requirements and contractual expectations.

• Guided clients in marketing and purchasing properties by assessing their needs and financial capacities, providing tailored real estate solutions. Successfully sold condo unit to investor and assisted in renting it out, ensuring favorable terms and conditions throughout process.
• Built long-lasting client relationships through excellent customer service and consistent follow ups.

• Managed dedicated corporate accounts by coordinating all aspects of business travel arrangements with team, ensuring compliance with customer policies while striving to meet and exceed service level requirements and contractual expectations.

• Provided on-site client support for business travel needs, utilizing strong interpersonal skills to assist customers. Managed flight and hotel reservations, land transport arrangements, and visa applications while optimizing travel options to minimize costs and transit time. Handled monthly closing accounts for travel expenses and effectively managed case escalations.

• Managed the entire sales process from prospecting to closing, achieving impressive results while delivering exceptional customer service and leveraging strong product knowledge. Designed tailored F.I.T and tour packages to meet customer holiday needs and addressed complaints to maintain trust and loyalty. Led overseas tours, ensuring customer satisfaction and promoting various rail services and passes.

• Provided administrative support to Commander, managing phone calls, emails, letter typing, and appointment scheduling. Handled clerical duties and confidential assignments while assisting Training Coordinator with logistical tasks. Coordinated and hosted graduations and ceremonies, overseeing invitations, guest lists, certificate preparation, and event logistics, including food and beverage arrangements.

• Managed ticketing and BSP reporting for China Market Travel, including issuing tickets and restocking inventory. Promoted China Airlines tickets to other travel agencies and provided ad-hoc ticketing services to walk-in customers, ensuring good customer service.

• Coordinated with overseas operators to arrange land packages, including hotels, transport, and sightseeing. Collaborated with counter staff to secure and confirm holiday trips, while managing operational logistics such as issuing air tickets, hotel vouchers, and tour vouchers. Provided customer support by assisting in resolving complaints and utilising CRM and GDS systems for invoicing and travel planning.

• A key responsibility was managing customer sales service by proposing tailored travel packages and itineraries based on customer requirements. This involved understanding client preferences, offering personalized recommendations, and ensuring customer satisfaction to meet sales targets.