Clarisse Tan - Marketing Manager, Great Minds Group

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Work Background

The Great Minds GroupDigital Marketing Manager

Oct. 2018Dubai, United Arab Emirates• Championed all digital marketing campaigns in 3 in-house lines of business • Achieved 6.25 million impressions through 24 campaigns, with an average CTR of 3.59% over 8 months • Expertise in various digital marketing channels, including SEO, SEM, Social Media, Email, Mobile, and Display • Managed social media marketing campaigns for an average of 20 in-person events and 60+ virtual events annually • Successfully ranked key business keywords on Google SERP in the UAE, reaching positions #3, #5, and #7

The Great Minds GroupDelegate Relations Manager

Oct. 2018 - Jan. 2019Dubai

IQPC Middle EastProject Manager - LSE, Commercial & Infrastructure(Events)

Oct. 2016 - Sep. 2018United Arab Emirates• Research markets to understand the issues driving each industry, and communicate them to senior executives • Work on a portfolio of 8-12 events in various industries, converting inbound leads into closed sales • Manage the entire sales cycle, from prospecting to pitching to closing, and not assisting higher level reps • Develop new clients and opportunities for business and maintain a client database using our CRM tool • Brainstorm and share sales techniques with fellow professionals in team oriented training sessions

Branders.comAccount Manager

Mar. 2014 - Feb. 2016Philippines● Develop, nurture and grow client relationships ● Seek new business from existing and new clients ● Keeping in contact with existing customers by telephone ● Persuades customers to use sales promotional advertising items of wholesale commodity distributor ● Provide proactive creative promotion concepts in response to client briefs ● Manage orders from order placement to delivery ● Advising customers about delivery schedules and aftersales service ● Reviews and analyzes product price requests, and price adjustment ● Authors and sends customer price quotations, price contracts, and general customer service correspondence relating to pricing and general sales and service matters. ● Identify sales growth opportunities within existing accounts and new business

TeleTechTraining and Development Specialist

Sep. 2012 - Feb. 2014Philippines● Presents existing training materials through lecture, hands on demonstrations, supporting customer service and sales accounts. ● Assists with the training of other classes. ● Assists as a Subject Matter Expert ● Recommends curriculum modifications or enhancements to training management. ● Assesses student performance in the classroom. Coach, deliver feedback and monitor student progress toward performance standards. ● Delivers performance information to Training & Service Delivery Managers of the employee both during and at new hire training, recursive and new product training. ● Stays current on internal work processes, policies and procedures. ● Updates class journal on a daily basis to keep track of class attendance, trainee’s performance and agenda progress. ● Participates and contributes to the continuous improvement of curriculum and department policies and procedures. ● Participates in both Teletech and client trainer sessions as required. ● Meet Trainer KPIs. ● Maintains knowledge on changes to client products, services, policies and procedures. ● Take escalated calls. ● Conducts power hour sessions daily.

TeleTechSenior Subject Matter Expert

Jul. 2011 - Sep. 2012Philippines● Manage Service Levels and specific metrics required by the client or the company to meet program goals, objectives and contractual obligations. ● Report operational status to identified stakeholders on a regular basis. ● Monitor, establish and analyze performance trends. ● Proactively identify and manage risks and initiate strategies for performance improvement. ● Manage the escalation process , carry out root cause analysis, and ensure corrective and preventive measures are identified and implemented to resolve incidents and mitigate procedural risks that may impact the business. ● Identify potential issues and risks that may affect operations and service delivery, and propose resolutions for the same. ● Provide leadership to ensure that service levels are met and that employees are performing according to standards and in alignment with business needs and client standards. ● Manage, motivate, coach and develop direct reports. ● Monitor and analyze individual staff performance trends, analyze training needs, and initiate action plans for continuous improvement. ● Develop potential leaders and provide proper training for the growth and development and staff.

TeleTechCustomer Service Executive

Oct. 2010 - Jul. 2011Philippines● Accommodate requests to discontinue service and reduce churn by offering solutions and/or adjustments on customer’s service depending on the customer’s needs. ● Respond to dissatisfied customers with the expectation of retaining them by explaining what can be done for them ● Quickly engage irritated customers in discussion and do the right thing at the right time ● Provide an excellent customer service experience for customers who are considering service cancelation. ● Tackle tough technical problems and determining customers' needs

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