Nelly Sang

As a Sales Administrator and Coordinator at Harleys Limited, responsibilities included managing sales processes and ensuring effective communication between the sales team and clients. This role involves coordinating sales activities, tracking performance metrics, and providing administrative support to enhance operational efficiency. A focus on customer satisfaction drives interactions with clients, ensuring their needs are met, and inquiries are resolved promptly.

• Streamlined sales processes and improved reporting accuracy, resulting in a 15% increase in operational efficiency.
• Coordinated communication between sales teams and clients, achieving a 20% improvement in client response time.
• Developed and implemented a sales pipeline forecasting system, enabling accurate revenue projections and the identification of new opportunities.
• Tracked performance metrics and introduced data-driven coaching, leading to a 12% increase in sales team productivity.
• Designed and rolled out process improvements that reduced administrative bottlenecks and enhanced cross-team collaboration.
• Delivered ongoing training and mentorship to sales representatives, ensuring consistent achievement of sales targets.

As a Tour and Travel Consultant at Bechy Tours, the role involved planning and selling travel packages to clients. This position requires deep knowledge of travel destinations and strong customer service skills to tailor itineraries according to client preferences. Collaborating with suppliers and maintaining relationships with clients was crucial to ensuring exceptional travel experiences.

• Designed and sold customized travel packages tailored to client preferences, achieving a 95% client satisfaction rate, and repeat business.
• Built and maintained strong relationships with travel suppliers and partners, securing competitive rates that increased profit margins by 10%.
• Provided expert advice on destinations, itineraries, and travel logistics, ensuring seamless end-to-end experiences for individuals and groups.
• Managed bookings, reservations, and travel documentation with 100% accuracy, reducing errors and delays in client itineraries.
• Delivered personalized customer service, resolving inquiries promptly, and enhancing client loyalty.
• Coordinated multi-stakeholder logistics (airlines, hotels, transport providers), ensuring smooth execution of travel plans.

In the capacity of Guest Relations Officer at Acacia Premier Hotel, the focus was on delivering outstanding service to guests. Tasks included addressing guest inquiries, resolving complaints, and ensuring a pleasant stay for all visitors. Collaborating with other departments was essential for maintaining high service standards and addressing guests' needs efficiently.

• Delivered exceptional guest service, contributing to a 15% increase in positive guest satisfaction scores, and repeat bookings.
• Resolved guest inquiries and complaints with professionalism, achieving a 20% reduction in escalated service issues.
• Collaborated with cross-functional teams (housekeeping, food and beverage, front office) to ensure seamless service delivery and efficient resolution of guest needs.
• Maintained a welcoming and professional atmosphere, enhancing the hotel’s reputation for high-quality guest experiences.
• Collected and analyzed guest feedback to identify service gaps, leading to process improvements that boosted service ratings.
• Recognized for strong interpersonal communication, conflict resolution, and problem-solving skills, ensuring guest loyalty and satisfaction.

The role of a Guest Service Agent was all about creating a positive first impression, and ensuring a seamless guest experience.

• Delivered a seamless check-in/check-out process for an average of 100+ guests daily, ensuring a 95% satisfaction rating in guest feedback surveys.
• Accurately managed reservations, cancellations, and payments, maintaining 100% compliance with financial and audit standards.
• Provided concierge-level support by offering personalized recommendations on hotel amenities and local attractions, enhancing the guest experience, and repeat bookings.
• Resolved guest complaints promptly, achieving a 20% reduction in escalated service issues.
• Coordinated with housekeeping, maintenance, and other departments to fulfill guest requests within set service-level agreements (SLAs), improving operational efficiency.
• Consistently recognized for creating a welcoming first impression, contributing to the hotel’s reputation for exceptional service.