Graziella Lim

Company: Emirates Group – Learning & Talent | Dubai, UAE
Divisions Supported:

• Emirates Airline (Passenger & SkyCargo),
• dnata Commercial (Travel, GSA, Cargo, EmQuest, Marhaba, Catering, Airport Ops),
• Emirates Holidays - Commercial Team and Contact Centre
• EK Contact Centres - Global Team and Dubai,HQ
• EK Retail Team - Global team and Dubai HQ
• Arabian Adventures, Yalago

• Promotion: Started as Sales Executive, because of best practice, got promoted to take Senior Sales Executive Role within 1 year and 6 months overachieving Targets by 15% at least and brought in New High Performing Local and Global Corporate Accounts.
• Highest Achievement: Earned the Highest Award For an Individual Sales Excellence and received it personally from Chairman's Award from His Highness Sheikh Ahmed in Dubai, Head Quarters.
• Other Awards and Recognition: Received Najm Silver award from Line Manager for Responding to a Crisis situation and Supporting Passengers and Crew during Aircraft On Ground emergency.
• Fast-Track Sales Promotion & Target Excellence
  Started as Sales Executive and promoted to Senior Sales Executive in just 18 months due to consistent overachievement—surpassing targets by 15%+ year-on-year, acquiring high-performing global and local corporate accounts.
• Award-Winning Recognition & Crisis Leadership
  Recipient of the Emirates' Chairman’s Award for Sales Excellence presented personally by His Highness Sheikh Ahmed at Emirates HQ, and awarded Najm Silver for exemplary leadership during an Aircraft on Ground emergency—balancing commercial resilience with operational support.
• Strategic Account & Revenue Growth Leadership
  Spearheaded high-value deals with blue-chip clients like Apple, Netflix, Pfizer, BW Offshore, and Unilever, driving multi-million-dollar revenue through tailored long-term strategic partnerships and client-centric account management.
• Regional Market Expert with Proven Expansion Skills
  Managed diverse B2B/B2C portfolios across Singapore, Malaysia, Indonesia, Brunei, and India, building new business pipelines, growing corporate client bases, and delivering consistent sales growth across sectors including Oil & Gas, Marine, Pharma, and FMCG.
• Expert in Advanced Sales Strategy & Negotiation
  Closed complex multi-stakeholder deals through expert negotiation, RFP handling, and contract development, maximizing profitability and securing global partnerships and renewals year after year.
• Digital & Analytical Sales Leader
  Power user of Salesforce.com, MicroStrategy CBI, D&B Hoovers, and market analytics—leveraged data insights to align with customer industry trends, improve decision-making, and deploy precision-based sales strategies.
• Customer Experience & Retention Champion
  Achieved top-tier customer retention rates by designing tailored customer journeys, maintaining strong CRM practices, and delivering after-sales excellence to high-value clients and TMC partners.
• Brand Ambassador & Destination Marketing Pro
  Hosted VIPs and clients at exclusive events like F1 Hospitality Suites & Arsenal Team Tours, and led destination promotion campaigns to drive brand affinity and boost leisure and MICE traffic across key markets.
• Leadership in Coaching & Sales Enablement
  Trained junior sales teams on advanced selling, presentation, and CRM techniques—elevating team performance and enabling scalable, sustainable sales success culture.
• Visionary Commercial Strategist
  Highly skilled in New Distribution Capability (NDC), multi-channel sales execution, and internal process optimisation—positioned to lead commercial planning, performance management, and market innovation for continued airline success.

• Managed multiple accounts with the utmost professionalism and attention to detail.
• Boosted brand visibility by establishing strong relations with key corporate clients.
• Regional Brand Strategist & Destination Marketer
  Led major airline brand initiatives including the 25th Anniversary of Turkish Airlines in Singapore, collaborating with media agencies, tourism boards, and global stakeholders to execute high-impact marketing campaigns and events across SEA, Eastern Europe, and Turkey.
• Diplomatic Stakeholder Engagement & Public Affairs
  Forged strategic alliances with Tourism Boards, Chambers of Commerce, and Trade Associations across multiple countries to amplify brand presence, enhance corporate image, and support bilateral tourism and commercial growth efforts.
• Cross-Border Sales & Market Penetration
  Conducted product presentations and strategic sales visits across Southeast Asia, Iberia (Spain & Portugal), and Turkish cities, significantly strengthening agency partnerships and increasing route awareness and passenger traffic.
• Global Collaboration for Hub Development
  Partnered with Singapore Tourism Board and Changi Airport Group to position Singapore as a regional gateway—promoting Turkey-Asia connectivity via Turkish Airlines, increasing inbound traffic from Istanbul, Ankara, and Bursa.
• Strategic Partnerships & Alliances Builder
  Played a key role in securing a milestone MOU between Turkish Airlines and Singapore Airlines, driving alliance synergies and codeshare potential through targeted commercial negotiations.
• International Project Lead & FAM Trip Host
  Managed and hosted Familiarization Trips across Turkey, Budapest, Ukraine, Spain, and Portugal, showcasing airline offerings to travel influencers, agents, and media—boosting brand advocacy and market penetration.
• High-Value Account & B2B Relationship Management
  Developed strong relationships with Turkish, Spanish, and German companies operating in Singapore, identifying cross-market opportunities and consistently exceeding revenue targets through client-focused engagement.
• Event Marketing & Trade Fair Representation
  Represented the airline at global trade shows, exhibitions, and travel fairs in Turkey and Singapore—positioning the brand among top-tier carriers and expanding the airline's visibility among high-yield clientele.
• Commercial Intelligence & CRM Excellence
  Managed Salesforce pipelines, conducted market analysis, and executed high-conversion sales strategies—driving growth through cold calling, upselling, cross-selling, and data-backed lead qualification.
• Sales Performance Leader & Brand Ambassador
  Achieved monthly KPIs and revenue goals by combining negotiation expertise, product knowledge, and exceptional customer service—delivering memorable experiences, securing client loyalty, and promoting repeat business across all touchpoints.

Regional Customer Relations & Operations Management Highlights

• Led Regional Customer Relations by managing complex complaint cases and compliments with professionalism, improving client satisfaction and loyalty through clear communication and tailored solutions.
• Project Lead for Key Regional Initiatives, including successful launches such as Bali Flights, coordinating cross-functional teams and ensuring seamless event execution across the SEA region.
• Streamlined Complaint Resolution Processes to increase client satisfaction rates, implementing timely responses and effective conflict management strategies.
• Built and Maintained Strong Client & Stakeholder Relationships, fostering trust, repeat business, and collaboration with sales and marketing teams to identify growth opportunities.
• Developed and Trained Teams on best practices for customer relationship management and operational excellence, driving continuous improvement and service quality.
• Managed Regional Office Operations, including budget priorities, vendor relations, and administrative support, while leveraging data analytics to monitor market trends and optimize service delivery.

• Rapid Career Advancement & Multi-Channel Expertise
  Started as a Reservations and Ticketing Agent and quickly promoted to Sales Executive and Senior Sales Executive, mastering fare calculations, ticketing, corporate negotiations, and leading local and regional sales initiatives.
• Strategic Corporate Sales Leadership
  Led negotiations and managed key Travel Agent and Corporate Accounts, consistently exceeding sales targets through innovative strategies and personalized client solutions.
• Cross-Functional Collaboration & Team Development
  Trained junior sales executives in advanced techniques, coordinated sales meetings, and streamlined internal sales processes to maximize team efficiency and drive revenue growth.
• Robust Client Relationship Management & Retention
  Built and maintained strong, long-term partnerships with diverse clients, ensuring high customer satisfaction and retention through tailored solutions and proactive account management.
• Effective Market Penetration & Lead Generation
  Prospected and converted high-value leads using cold calling, strategic networking, and marketing campaigns, expanding the customer base and consistently increasing new business opportunities.
• Data-Driven Sales & Marketing Strategy Implementation
  Utilized comprehensive market research and sales data analysis to develop targeted marketing plans, improve forecasting, and adapt to fluctuating market conditions to maintain competitive advantage.
• Superior Negotiation & Contract Management Skills
  Expertly negotiated profitable contracts and agreements with corporate clients and partners, optimizing yields and contributing to sustained revenue growth.
• Customer-Centric Sales Presentations & Product Expertise
  Delivered compelling sales presentations and product demonstrations, effectively addressing client needs and industry trends to influence purchasing decisions and boost sales.
• Salesforce & Digital Platform Utilization
  Managed digital marketing initiatives and CRM systems to track leads, monitor customer satisfaction, and improve outreach and engagement across multiple sales channels.
• Crisis Preparedness & Professionalism
  Demonstrated professionalism and resilience by completing safety, emergency response, and first aid training—ensuring preparedness in crisis situations while maintaining exceptional customer service standards.