JOCELYN CHAN DACIA- SCHELLING

Handled customer relations issues, enabling quick resolution, and client satisfaction.

• Increased sales revenue by developing and implementing effective sales strategies.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Maintained relationships with 400+ customers and found new ones by identifying needs and offering appropriate services.
• Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.

• Was fully in charge of conducting quarterly recruitment initiative for Accorplus department for the position of Tele Sales to ensure the KPI is met and to ensure the program will not be short of manpower to execute the selling and marketing aspect.
• As a Sales Trainer, it is a very detailed functionality starting from creating training materials, writing sales scripts, objection scripts, maintaining member script, promotional scripts and sales scripts for 30 sales consultant, collaborates with the 14 hotels in Singapore for the current event like i.e Christmas, Chinese New Year, Summer break etc
• Conducted product knowledge trainings for hotel teams to ensure they are align with what is being marketed on our end for hotel brands here in Singapore Sofitel, Fairmont, Swissotel, Raffles, Novotel, Ibis

• Was responsible for preparing of sales presentations, hotel training modules, member benefits and various marketing campaigns sent out on a monthly basis
• Maintained and managed the CRM systems making sure customers were notified on special days such as birthdays, anniversaries etc., and managed sales performance reports for up to 18 sales consultants directly reporting to myself
• Solely managed recruitment and training of new staff (both sales and admin), provided mentorship, coaching and conducted regular performance appraisals
• Successfully set-up and launched the exclusive loyalty program for One Farrer Hotel and Spa, whilst achieving all KPIs set by the operations manager
• Prepared relevant sales and marketing materials required to boost sales, organized an attractive membership program with unique benefits which was sold out before its official sale date

• Set-up and launched the exclusive loyalty program for W Hotel Sentosa, in turn, achieving the KPIs set by the Operations manager
• Managed the sales performance reports for 20 sales consultants and organization's CRM systems to update/maintain all customer records
• Solely managed recruitment and training of new staff (both sales and admin) for the Singapore region, provided mentorship, coaching and conducted regular performance appraisals
• Conducted competitive analysis every quarter to manage and improve brand loyalty/equity, prepared sales presentation scripts, hotel training modules, membership benefits, and various digital marketing campaigns
• Prepared relevant sales and marketing materials required to boost sales, achieving excellent sales results and 5star member's usage in The Kitchen restaurant and Skirt restaurant

Was accountable for the continued success of one of the most innovative loyalty program in the market, 'FEED AT RAFFLES'

• Developed strategies and sales plans to grow sales and increase spent revenue, prepared sales presentation scripts, hotel training modules, membership benefits, and various digital marketing campaigns
• Managed the entire recruitment and training function to hire new staff for the region and conducted performance appraisals for 26 sales consultants reporting to myself
• Planned and organized events such as member's night, top spender's wine tasting event and other events to build a stronger relationship with valued members
• Met the sales targets for the Feed at Raffles program for two years consecutively
• Brought 30% new members to the program, maintained a 70% conversion rate on renewals and significantly increased restaurant, bar and room sales
• Maintained a strong and positive relationship between the vendors and the client; achieving the hotel's overall expectation
• Renewed hotel contract with the company based on overall sales performance, marketing expertise and professional approach in running the program

• Was liable for the management of 500 + individual performance of the portfolio of financial investments held by investors of Wachovia Bank and Wells Fargo bank.
• Exceeded the solution targets set by the bank on a weekly basis
• Organized portfolio review appointments for new investors and potential clients and conducted quarterly follow-ups & account maintenance to ensure high-quality standard
• Invited account qualifiers for financial review and recommendations, offered various banking solutions, executed sales and marketing campaigns for the entire region and prepared quarterly sales reports
• Met sales targets consistently month on month, by converting the high volume of sales of new account openers over the phone especially during the winter season
• Effectively trained and coached the sales team during call nights
• Successfully joined the Wells Fargo's Habitat program to build new homes and led various events at local schools, achieving outstanding sales results