Juan Velozo

Primary tasks of this role:

• Provided comprehensive project management and administrative support services, ensuring effective management of operational areas and facilitating stakeholder engagement.
• Coordinated resources, managed records, and responded to complex inquiries with proactive and adaptable approach.
• Supported governance functions, maintained SLAs/SPAs, and coordinated contract performance reviews to drive improvement strategies.
• Prepared status reports, briefing notes, and presentations, demonstrating excellent written and oral communication skills.
• Collaborated with project teams, conducted research, and analysed data to support program administration and continuous improvement efforts
• Conducted research and analysis to support program administration and continuous improvement efforts, with experience in Microsoft 365 suite of programs, SAP, and TRIM.

Achievements:

• Coordinated Fellowship Program at 23rd World Congress on Safety and Health at Work 2023, engaging 84 participants from 45 countries.
• Oversaw operations for second largest seminar room, accommodating up to 1500 guests, ensuring seamless event execution managing volunteers, speakers, AV and set up of room.
• Provided logistics support for merchandising team, contributing to efficient execution of promotional activities.

Primary tasks of this role:

• Versatile team player capable of managing multiple tasks simultaneously, working autonomously or collaboratively, and consistently meeting deadlines.
• Collaborated with clients to understand requirements and recommend tailored solutions, resulting in record-breaking event bookings.
• Developed custom event advice forms to gather comprehensive information, enhancing client satisfaction and streamlining processes.
• Supervised and trained casual team members, ensuring adherence to safety protocols and quality customer service standards.
• Utilise UNSW Hospitality evaluation feedback form, analyse weekly UNSW AGSM Executive Education evaluation reports, and review NPS (Net Promoter Score) reports to identify emerging trends and pinpoint key areas for improvement.
• Prepared project-related documentation for key stakeholders and contributed to project-related activities to ensure outcomes were achieved within agreed scope and quality standards.
• Strong problem-solving abilities coupled with adept research and analytical skills, enabling sound decision-making and effective recommendations

Achievements

• Set record of 34 events in one week in 2023.
• Implemented personalised event advice forms, resulting in increased event bookings.
• Created manuals and documented room setup styles for training purposes.

.Primary tasks of this role:

• Negotiated prices, managed contracts, and executed program strategies to optimize supplier relationships.
• Utilized industry knowledge to recommend appropriate venues and initiate RFP process for event sourcing,
• Qualified proposals and managed Salesforce Account for Asia Pacific region, ensuring efficient workflow.
• Utilised extensive knowledge of domestic destinations to recommend appropriate venues, including new and value-priced options and promotional offerings..

Primary tasks of this role

• Assisted in developing and maintaining key strategies to maximize hotel revenue by closing new business opportunities and fostering relationships with current clients, with primary focus on Government Departments, Social events, and National Conferences.
• Prepared comprehensive conference and event proposals, including venue, function, menu, and accommodation costs, to maximize revenue.
• Maintained exceptional customer service by establishing and maintaining clear communication with all relevant departments within hotel.
• Established thriving customer partnerships across organization and with external stakeholders, driving successful business outcomes.
• Achieved tangible outcomes through efficient budget management, innovative sales strategies, staff empowerment and development, and effective team collaboration.
• Contributed to project planning and implementation by providing support in budget management and client communication.

Primary tasks of this role:

• Maintained comprehensive knowledge of pertinent legislation, operational protocols, and available services.
• Delivered prompt and engaging responses to customer inquiries, effectively addressing questions on services, entitlements, eligibility criteria, and profile updates.
• Utilized analytical prowess to interpret data and documents, ensuring the provision of accurate and current information to customers regarding their entitlements.
• Handled routine customer cases adeptly, escalating complex issues to higher authorities when warranted.
• Mastered the art of communicating complex information clearly and professionally to customers, fostering understanding and trust.
• Expertly resolved customer inquiries by presenting information and viable options, and facilitated referrals to appropriate government or community services as needed.
• Utilised problem-solving skills to resolve customer inquiries and facilitate referrals to appropriate government or community services as needed.
• Collaborated with team members to ensure accurate and timely response to customer inquiries and compliance with operational protocols.

KPIs and Achievements

• Maintained a call handling time of 10-13 minutes per call.
• Managed an average of 300 calls per month, with a record of 350 in September/October.
• Only 3% of calls required approval from Team Leaders due to complexity.

Primary tasks of this role:

• Proactive attitude with keen attention to detail, demonstrating adaptability, resilience, and track record of achieving goals.
• Communicated with customers to verify event particulars such as venue arrangements, audio-visual needs, food and beverage selections, and special dietary requests.
• Utilized up-selling techniques and effectively negotiated rates to increase revenue.
• Created and developed successful customer partnerships and ensured accurate and up-to-date customer information in event booking system.
• Cultivated relationships with existing clients to secure additional business opportunities.
• Managed and prioritized tasks to ensure timely completion of projects.
• Focus on consistently executed up-selling approach.
• Build strong relationships with customers to fully understand their needs.
• Arrange and carry out Hotel show rounds and entertaining.
• Ensure complete administration and execution of all planned events.

KPIs and Achievements

• Finalist for TAA 2018 - Conference & Events Talent of the Year.
• Achieved record-breaking 30% over up-selling target within 9 months in the role.
• Consistently achieved conversion rate of 35-40% on leads.