Hsieh, I-Chen (Rolla Hsieh)

amba Hotels & Resorts, Event Sales Supervisor

Jul 2018 - Feb 2022

• Business development: Avg 40-50% of the monthly revenues generated by new clients.
  • Collect potential customer lists and understand customer profile details, ex: Exhibition exhibitor lists, activity boards of competitors.) 
  • Visit clients in person or execute outbound calls, to perform according to different specific programs, and clarify customer's needs and provide solutions or alternatives.
  • To plan & provide proposal and quotation, and keep following up based on customer's inquires.
  • Collect customer's feedback and explore the next potential cooperation opportunities after completing services.

• Maintain relationship(ex: Taishin Financial, Brita TW, Medtronic…etc)

  • Response to clients’ inquiries immediately.

  • Collect clients’ feedback after completing the service.

  • Use existing channels to communicate with clients.

• Took orders from multiple channels, including B2C/B2B phone call, email, fax and E-commerce, processed and returned if required.

• Responded to customer's inquires in a timely and concise manner via live chat and Facebook Fans Page.

• Achievement of performance target formulation and distribution: During the in-service period, personal performance contributes 45% to the overall departmental target.

• Grasp the market pulse and demand, assist management level to analyze market trends and collect clients’ information.

• Arrange annual activity project planning schedule, formulate sales strategy, set KPIs, and quantitatively manage business goals.

Mandarin Oriental, Taipei, Guest Service Center Officer

Jun 2015 - Jun 2018

• Inbound contacts, including B2C/B2B phone calls, email, fax and E-commerce, processed and returned if required.
  • Registration of new customers: welcoming, presenting the hotel,  making reservations.
  • Handling customer needs: customer identification, entering information into the system, making reservations, checking all customers’ needs in progress, reformulating customers’ needs, cross- and up-selling when needed.
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  • Handling customers' questions: provide hotel information, solve the customer's difficulties by phone, or arrange with appropriate department staff if needed.
  • Utilized strong product knowledge and problem-solving skills to answer information requests or complaints, understand customer request/complaint, appropriately answer according to LQE Guidelines
  • Professionally on calls and emails, clarify customer's needs and provide solutions or alternatives
  • Recorded contact of details accurately, including inquiries, suggestions, complaints and actions taken 
  • Ensure database integrity: continuously update customer details, extension tables and hotel information efficiently, use follow-ups and share with all
• Acted as a trainer during working periods: Telephone etiquette, hotel information, work-related systems operation, and planning routine review courses.

Holiday Inn Express Hotel & Suites Beaumont (USA), Intern

Jul 2014- Aug 2014