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Work Background
Customer Success CollectiveMember
Mar. 2023SingaporeThe Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth. Join our Slack community and never miss out again!
TalenoxHead of Customer Success (Asia)
Jan. 2018Singapore1. Strategic Leadership at Talenox: Championed the customer success blueprint, amplifying the customer voice and bolstering our revenue channels through superior support and resource allocation. 2. Architect of Customer Satisfaction: Formulated strategies ensuring optimal satisfaction throughout the customer journey, from seamless onboarding to continuous engagement. 3. Analytics & Insight Mastery: Led a specialist team, innovating data feedback channels to glean insights on customer needs and holistic health metrics. 4. Cross-Departmental Influence: As a management pillar, I've shaped the corporate trajectory, orchestrating hires across departments from Customer Success to Engineering. 5. Relationship Cultivation: Cultivated 'trusted advisor' relationships internally and with clientele, fostering collaborative growth. 6. Brand Reputation Enhancement: Elevated our brand perception, achieving a 50% surge in Google Reviews and NPS score. 7. Metrics-Driven Success: Introduced CSAT, achieving a 100% happiness score in support dialogues, curtailing churn rates, and increasing LTV. 8. Product Engagement Monitoring: Instated metrics offering real-time insights into customer product usage, ensuring proactive engagement. 9. Revenue Growth Strategist: Focused on devising growth strategies, encompassing upsell opportunities, risk mitigation, and driving revenue i.e. cross border payments. 10. Certified Data Protection Expertise: As a Certified Data Protection Officer, I've ensured the safeguarding of customer data, upholding the highest standards of privacy and compliance.
Mediawork DigitalCountry Head (Asia)
Mar. 2017 - May. 2018Singapore
MyFarmGroCo-Founder & Chief Farmer
Jan. 2016 - Jan. 2018Simpang Pulai, Perak, MalaysiaMyFarmGro is a dedicated SME farm venture nestled in the heart of Perak, Malaysia, specialising in cultivating a diverse range of fresh, sustainably-grown vegetables. Our passion lies in bringing the freshest produce directly from our fields to the local morning markets, ensuring that our community has access to nutritious, farm-to-table options every day. Our farming practices are meticulously designed to not only yield the best quality produce but also to protect our environment, maintaining the natural balance and ensuring the well-being of future generations.
Fixx DigitalOperations Director
Dec. 2015 - Mar. 2017Singapore
Moore Stephens LLPHead, Digital Marketing
Apr. 2015 - Dec. 2015Singapore
Cheil WorldwideDigital/Social Media Lead
Nov. 2014 - Apr. 2015Singapore
RHB BankHead of Group Social Media, Digital Brand (APAC)
Jun. 2013 - Nov. 2014Kuala Lumpur, Malaysia
Celcom Axiata BerhadHead of Social Media, Digital Marketing
Sep. 2012 - Jun. 2013Kuala Lumpur, Malaysia
IPG MediabrandsChief Conversation Strategist, Social Media
Nov. 2010 - Sep. 2012Selangor, Malaysia
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