Ishii Lee Yong, Chow
Singapore
Summary
Few years experiences in Partner Service and Hospitality industry who believed that Customer Service 3Ps - Patient, Personalized and Persuasive is most important to build a company’s reputation.
Overview
11
11
years of professional experience
Work History
Senior Executive, Sales
Montigo Resorts Pte Ltd
08.2024 - Current
- Lead and Manage Social Events: Oversee the planning and execution of social events, including weddings, anniversaries, birthdays, and other private celebrations, ensuring exceptional guest experiences.
- Sales & Upselling: Maximize sales opportunities by actively seeking new social event bookings, with a focus on upselling and cross-selling additional services and packages such as catering, decor, and accommodation.
- Event Consultation: Provide expert consultation to clients, offering tailored solutions to meet their event needs and preferences, ensuring a personalized approach to every occasion.
- Wedding Fair Participation: Represent the resort at wedding fairs, expos, and other industry events, engaging with prospective clients and generating leads for future bookings.
- Follow-up and Nurturing Leads: Consistently follow up with potential wedding couples and event planners, guiding them through the booking process, addressing concerns, and offering support throughout their journey.
- Collaboration with Internal Teams: Work closely with the resort's event planning, catering, and operations teams to coordinate and deliver seamless event experiences, ensuring that all client requirements are met and exceeded.
- Customer Satisfaction & Feedback: Ensure client satisfaction by conducting post-event follow-ups, collecting feedback, and making adjustments to improve future service offerings.
- Reporting & Analytics: Track sales performance, generate reports, and analyze trends to identify opportunities for improvement and growth in the social events sector.
Sales Executive
BDA Design Pte Ltd
10.2023 - 08.2024
- Maintain excellent relationships with existing clients and work closely with stakeholders
- Identify and drive process improvements to ensure excellent customer experience and timely delivery
- Coordinate deliveries with the Customer Service team.
- Assist with product development and sourcing based on customer requirement
- Manager account receivables
- Developing and maintaining filing systems and documentation so that projects can be retrieved efficiently
- Supporting the sales department with administrative tasks, as and when required
Business Consultant
Storehub
10.2022 - 07.2023
- Identifying high-value customers, looking for customers who can bring the most value to the organization.
- Generate more revenue and drive customer loyalty by building strong relationship with customers.
- Coordinating with various departments to make sure customers have a smooth and satisfying experience.
Team Leader, Hotel Business (Long-tail accounts)
Trip.com
04.2022 - 07.2022
- Lead a team of 4 members to assist in addressing the problem gaps, consolidating pain points to escalate for resolutions, analyze and propose for recommendation aimed to improve work efficiency / processes in achieving better results.
- Provide revenue management consultancy to partners through data analysis, commendation and marketing promotion.
- Data research, market review and analysis on market competitors, products, pricing and industry updates.
Future Cruise Sales Manager
Dream Cruises
03.2019 - 01.2022
- Increase revenue through enhancing the customers experience by up selling to higher cabin grade’s and offering loyalty packages.
- Led and manage Guest Loyalty program team onboard on guest CRM loyalty program and cruise sales.
- Host loyalty & repeat guests onboard to ensure they receive proper recognition.
- Host events and conduct presentation to increase profit generating opportunities and exceed sales targets. Analyze targeted progress and adjust strategies as required to ensure KPI are met.
- Assist in family and company group booking by offering the full cruise packages.
- Cross department collaboration and attend on board cruise party and gala dinner to reach more prospects.
- Liaise collaboratively with shore team to share information, ensuring key organization deliverables are met and maintained.
- Organize and attend potential passenger ship visits and liaise with travel agents on board events.
Lodging Partner Team Lead (China, Taiwan, Hong Kong, Macau)
Expedia Group
01.2017 - 01.2019
- Lead a team of approx. 40 associates by performing audits & coaching on the daily tasks.
- Maintain and promote excellent partner relations by managing a prompt and accurate response to email and phone communications from partners and market managers.
- Act as a bridge between associates, manager, and other stakeholders to ensure metrics & goals are achieved.
- Report monthly KPIs and key metrics internally to showcase successes and highlight potential opportunities. Analyze data sets in order to uncover associates’ quality improvement
- Review and update SOP and training material for internal and external users. Work with WFM team to ensure team operation efficiently.
Lodging Partner Associate
Expedia Group
01.2014 - 01.2017
- Hotelier Support – onboarding, enquires, backend support, inventory management, data entry and continuous training.
- Train and inform hotel partners of both new and existing technologies, tools, and models.
- Support new and existing partners to ramp up and sustain their hotel revenue and market share on the Expedia Group platform.
- Promote and assist in setting up deals to succeed in more room nights. Ensure excellent partner satisfaction through partner relationships.
Education
Bachelor of Arts (B.A) - Mass Communication
Universiti Tunku Abdul Rahman (UTAR)
Skills
- Customer Service/Client Servicing
- Sales Support
- CRM
- Critical Thinking & Problem Solving
- Leadership
- Microsoft Word, Excel, Powerpoint
- Adobe Photoshop, Illustrator
- Salesforce, Tablue
- Fidelio, Seaware
Languages Spoken
English: Highly Proficient
Chinese: Native
Malay: Proficient
Dialect – Cantonese & Hakka: Highly Proficient
Timeline
Senior Executive, Sales
Montigo Resorts Pte Ltd
08.2024 - Current
Sales Executive
BDA Design Pte Ltd
10.2023 - 08.2024
Business Consultant
Storehub
10.2022 - 07.2023
Team Leader, Hotel Business (Long-tail accounts)
Trip.com
04.2022 - 07.2022
Future Cruise Sales Manager
Dream Cruises
03.2019 - 01.2022
Lodging Partner Team Lead (China, Taiwan, Hong Kong, Macau)
Expedia Group
01.2017 - 01.2019
Lodging Partner Associate
Expedia Group
01.2014 - 01.2017
Bachelor of Arts (B.A) - Mass Communication
Universiti Tunku Abdul Rahman (UTAR)
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