Joyce L. Mlagala
Shore Excursion Staff
Arusha
Summary
Driven Staff Member with knack for fostering team collaboration and enhancing customer satisfaction. Leveraged communication skills to resolve conflicts and improve workflow. Consistently contributed to positive customer experiences and streamlined operations to support business goals.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Shore Excursion Staff
Viking Cruise: Shore Excursion Staff
12.2024 - 02.2026
- To assist the Shore Excursions Manager and Assistant in the general operations of the Shore Excursions department
- To sell MSC Shore Excursions by positive selling techniques
- Escorting tours ashore
- While on tour, take advantages of this opportunity to talk to the passengers, promote or suggest tours for the following port of calls. Any interaction should turn into a selling process.
- Approach arriving guests to inform them about the excursions, assisting them to select the tours (how to book, deadlines, best excursions etc.) and to hand out informative material.
- Destination Guides and Booking Forms to Guests, and assist the Guests for any further information and to take tour bookings.
Sales executive
Kilimanjaro International Leather Industries Co.Lt
Arusha, Moshi
12.2020 - 02.2023
- Generated new leads and opportunities to maximise revenue.
- Effectively handled daily customer meetings, sales calls and account management tasks, improving sales team efficiency.
- Maintained contact with customers throughout sales and pre-delivery process.
- Analysed industry and competitor trends to enhance sales strategy.
- Established and maintained positive, profitable client relationships through superb communication.
- Built long-term relationships with customers and generated referrals from existing clients.
- Qualified prospects to determine future sales possibilities and improve conversion efforts.
- Unearthed new target markets, prospective clients and key sector decision-makers.
- Generated sales forecasts to inform resource allocation and project management.
- Presented sales data and insights to leadership to aid strategy development and planning.
- Managed client relationships from early stages of sales process through to post-sales
- Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.
- Achieved and exceeded sales targets in line with client growth across all products and services.
- Maintained awareness of latest industry trends, product knowledge and sales techniques.
- Worked with internal and external teams to initiate marketing strategies to grow at national, regional and specific sector levels.
- Fostered positive relationships with customers to enhance loyalty and retention.
- Strengthened profit opportunities through targeted customer relationship development, continually meeting sales objectives.
- Created and managed client contracts, negotiating positive, profitable terms to aid target revenue attainment.
- Understood customer needs to craft exceptional sales journeys.
- Built focused new client networks, growing business opportunities and increasing revenue possibilities.
- Kept up-to-date with market trends to identify opportunities to improve product and service offerings.
- Improved new business using targeted door-to-door selling.
- Enhanced new business acquisition through strategic networking and lead generation.
- Placed customer orders, providing guidance on product delivery timeframes.
- Built rapport with new and existing customers to boost client retention.
- Delivered high sales performance within budget to strict deadlines and targets.
- Devised pitches and presentations targeted to client needs for improved deal closing.
- Increased current product and service sales through knowledgeable customer advice.
- Processed customer payments and set up direct debits for long-term service contracts.
- Maintained quality assurance standards for all products and services.
- Maintained excellent knowledge of industry trends to remain ahead of competitors.
- Built rapport with new and existing customers from diverse cultural backgrounds to maximise sales opportunities.
- Negotiated best-possible prices for maximised profit levels.
- Produced sales and performance reports and delivered to senior management and stakeholders.
- Delivered exceptional customer service, addressing customer queries and handling customer complaints.
- Communicated with potential and existing customers in-person, over telephone and via webchat.
- Provided customers with price information and handled financial transactions.
Sales manager
Joy Furniture And Interior Deco
Arusha, Tanzania
01.2018 - 11.2020
- Allocated teams, materials and calendar space for individual projects.
- Established budgets for programme activities and controlled expenditure to meet targets.
- Maintained ownership of sales pipeline, sourcing and developing new business opportunities to drive sales.
- Generated ideas and concepts for paid ad content, monitoring spend against performance for continued profit improvements.
- Defined business strategies and roadmaps to drive performance across sales, promotions and marketing departments.
- Developed marketing plans to support department strategies.
- Analysed sales reports to identify trends and update strategies.
- Supported front-line sales teams with well-coordinated administrative operations.
- Grew annual revenue by 60% with targeted sales and marketing strategy.
- Coordinated and managed paid marketing campaigns on different platforms, carefully overseeing results to deliver maximum ROI.
- Developed pricing structures based on historical and current trends, competitor activities and supply chain data.
- Used multi-source data to determine sales and delivery terms for products and services.
- Organised special sales at specific times to drive customer engagement and move high volumes of products.
- Conducted regular market assessments to stay current on trends and maintain readiness for changes.
- Oversaw planning and execution of targeted sales and marketing strategies.
- Strategised cross-promotions with new and existing partners to expand sales and marketing opportunities.
Education
Bachelor Of Commerce In International Business - Business
University Of Dodoma
Dodoma 10.2013 - 07.2016
Skills
Understanding diversity
Empathy and compassion
Report-writing
Microsoft Office Suite expertise
Social media marketing
Business development
Cultural competence
Ethical standards
Content creation
Decision-Making aptitude
Profitability improvement
Customer focus
Salesmanship
Digital advertising
Distributing post
Conflict Resolution
Active Listening
Clear Speaking
Hospitality Mindset
Time Management
Detail Orientation
Problem-Solving
Team Collaboration
Microsoft Excel
Social media management
Group Management
Physical Fitness and Stamina
Languages
English
Fluent
Swahili
Fluent
Interests
Exploring New Destinations: Passion for discovering unique places and cultures
Learning Local History and Culture: Gaining deeper insights into destinations they visit
Adventure Sports: Enjoying activities like snorkeling, hiking, or zip-lining
Camping: Immersing themselves in nature and outdoor living
Event Planning: Organizing social or cultural events, both professionally and personally
Music or Dance: Learning regional music styles or dance forms
Cultural Festivals: Participating in or observing local traditions
Food Exploration: Trying new cuisines and learning about regional dishes
Language Learning: Picking up phrases or fluency in new languages to connect with locals and guests
Public Speaking: Enhancing skills to engage groups effectively
Guided Tours and Lectures: Attending or hosting educational events to broaden knowledge
Networking: Building relationships with colleagues and local experts
Community Service: Participating in environmental clean-ups or charity events during downtime
Mentoring: Sharing skills with colleagues or locals
References
References available upon request.
Timeline
Shore Excursion Staff
Viking Cruise: Shore Excursion Staff
12.2024 - 02.2026
Sales executive
Kilimanjaro International Leather Industries Co.Lt
12.2020 - 02.2023
Sales manager
Joy Furniture And Interior Deco
01.2018 - 11.2020
Bachelor Of Commerce In International Business - Business
University Of Dodoma
10.2013 - 07.2016