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Work Background
TDCXSales Coach
Feb. 2023Singapore1. Proficient in guiding, mentoring, and providing constructive personalized coaching to the Sales team, to be consistent in elevating their sales performances and capabilities.
2. Created a Coaching Guide Grid for Team Leads to use while coaching their Sales teams. 3. Engage in the supervision of sales calls, facilitating productive discussions with the Sales team to identify strengths and areas for improvement -- fostering a culture of ongoing professional development.
4. Design, implement and execute innovative coaching activities, such as personality profiling, active listening skills exercises, role-playing exercises, enhancing the team's sales skills and overall effectiveness, resulting in increased KPI success metrics.
5. Collaborating with Team Leads, CXO team and L&D team on enhancing and developing Sales teams skills-set.
6. Created another Strategic Framework on Coaching which is being implemented and used on the production floor by Team Leads/CXOs/Mentors.
TDCXSenior Sales Account Manager (SBG)
Aug. 2022 - Jan. 2023Singapore1. Spearhead consulting services for advertising across Oceania (Australia & New Zealand), delivering best-in-class customer experience to META client base of ~150 accounts with ad spend worth SGD100K. Core responsibilities:
- Social Media Advertising
- Social Media Consulting
- Performance Monitoring
- Campaign Management
- Account Management
- Client Acquisition and Retention
- Client Relationship Management
- Stakeholder Management 2. Consistently surpassed quarterly KPI target by >20% for book coverage revenue as top 3 performing staff. 3. Capitalised on SPIN selling method to elicit ad spend.
4. Boosted return on ad spend (ROAS) by 4 times, turned over poor-performing ROAS for e-Commerce clients which was initially below market value. 5. Analyzed campaign performance to strategize optimization strategies to be proposed to client; subsequently elicited increase in budget from client following positive results.
6. Overseeing the newbies in Oceania market, guiding and mentoring them in elevating their sales performances and capabilities.
TDCXSales Account Manager (SBG)
Sep. 2019 - Jul. 2022Singapore1. Spearhead consulting services for advertising across Oceania (Australia & New Zealand), delivering best-in-class customer experience to META's client base of ~100 accounts with ad spend worth SGD100K above. Core responsibilities:
- Social Media Advertising
- Social Media Consulting
- Performance Monitoring
- Campaign Management
- Account Management
- Client Acquisition and Retention
- Client Relationship Management
- Stakeholder Management 2. Capitalised on SPIN selling method to elicit ad spend.
3. Boosted return on ad spend (ROAS) by 4 times, turned over poor-performing ROAS for e-Commerce clients which was initially below market value. 4. Analyzed campaign performance to strategize optimization strategies to be proposed to client; subsequently elicited increase in budget from client following positive results.
TDCXEscalation Case Manager (ECM) PSO
Oct. 2018 - Sep. 2019Singapore1. Managed escalations for Small Medium Businesses (SMB) from South East Asia (SEA), South Asia (SA) and Oceania (ANZ) markets -- facilitating, mediating, and providing effective referral strategies to address issues and concerns, while collaborating closely with internal teams for thorough investigation and resolution.
2. Demonstrated an unwavering commitment to customer satisfaction by ensuring the closure of all technical cases and conducting initial reviews of complaints, streamlining the resolution process.
3. Functioned as a valuable educator and guide to advertisers, offering comprehensive support and expertise in the implementation of our "Advertising Solutions," thereby optimizing their advertising campaigns and enhancing their overall experience.
TDCXClient Services Executive (PSO)
Jun. 2017 - Sep. 2018Singapore1. Managed a portfolio of established META clients Small Medium Businesses (SMB) from the Australia and New Zealand (Oceania) markets, and South Asia (SA) markets by demonstrating a deep understanding of regional nuances and market dynamics.
2. Provided valuable guidance and consultation to clients on optimizing their marketing campaigns, focusing on scaling efforts for the highest possible ROI through chat, email and phone support.
3. Assisting with planning, execution, and continuous monitoring of client-specific strategies, ensuring effective marketing efforts and heightened sales outcomes for the advertisers businesses.
DHL ConsultingSales Consultant
Jan. 2016 - Apr. 2017Bonn, North Rhine-Westphalia, Germany1. Relocated to Bonn, Germany for 16-months under DHL Consulting to collaborate effectively within a team environment, actively contributing to the development of new strategies to enhance our customers' business models.
2. Demonstrated early ownership and a strong sense of responsibility within project teams, showcasing autonomy in project management.
3. Embraced creative thinking to generate innovative business ideas that drove tangible and meaningful impacts, fostering open communication and productive collaboration with senior leadership, ensuring the efficient execution of project works.
DHL Supply ChainTeam Lead, Contact Centre Services
Jan. 2015 - Dec. 2015Singapore1. Conduct monthly auditing on team’s calls in accordance to guidelines and SLA.
2. Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries; escalate the issues, needs and insights to Management when necessary.
3. Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary, conduct monthly staff performance coaching and mentoring, while ensuring service outcome and KPIs are met.
DHL ExpressSenior Client Service Executive
Jul. 2010 - Dec. 2014Singapore1. Provided exceptional customer support by addressing inquiries, resolving issues, and ensuring a positive customer experience.
2. Managed and maintained customer accounts, including processing orders, tracking shipments, and handling billing inquiries.
3. Conducted regular follow-up with customers to gather feedback, assess satisfaction, and identify areas for improvement.
Europ Assistance South East AsiaSales Account Coordinator
Jan. 2008 - Feb. 2010Malaysia
Maphilindo International Sdn BhdAdministration Assistant
Jan. 2006 - Dec. 2007Malaysia
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