Celestine Tham
Customer Success Lead at Klinify- Claim this Profile
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Bio
Credentials
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Certified Customer Success Manager (CCSM) Level 1
SuccessHACKERDec, 2021- Nov, 2024 -
Certified Customer Success Manager (CCSM) Level 2
SuccessHACKERJan, 2023- Nov, 2024
Experience
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Klinify
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Singapore
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Hospitals and Health Care
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1 - 100 Employee
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Customer Success Lead
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Nov 2019 - Present
• First touchpoint of interaction to set expectations on customer journey using the Klinify app to ensure successful implementation• Ensured continual improvement in customer support and the Klinify application itself by reaching out to customers via customer happiness surveys regularly• Recorded and conducted investigations on customer complaints and worked closely with the product team for feature requests and bug reports• Maintained positive NPS scores and increased retention rates of customers • Built customer loyalty by providing excellent customer service and resolving their problems• Grew and expanded users product adoption, utilization and advocacy• Worked with cross-functional teams to provide Voice of the Customer• Collaborated with internal and external stakeholders for improvement and implementation of solutions• Utilized data to detect trends and implemented sustainable fixes for risk mitigation plans • Managed and handled communications among internal and external stakeholders during risk occurrences• Prepared and drove renewals and upselling solutions Show less
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Workplace Community Manager (Internal Success Lead)
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Nov 2019 - Present
• Oversaw daily operations, project managements, budgets and resources, commission and reimbursement, business expenses and contract management• Involved in job postings on hiring platforms, job interviews and preparation of exit interviews• Onboarded and deboarded Klinify staff• Documented and drove process updates in Atlassian, Airtable and GSuite.• Made new members feel welcome and introduced company’s mission & vision and values• Involved in team building activities and company retreat planning• Improved the wellbeing of employees by reaching out to colleagues via internal happiness surveys Show less
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Sales & Implementation Lead
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Mar 2018 - Oct 2021
• Managed all sales operations in the Perak Region, signing over 100 clinics• Created and managed multiple sales channels to tap into increase leads generation and user acquisition• Ensured a smooth transition for new customers with an end-to-end process of data migration, server management and the onboarding and training of administrators, doctors, and nurses• Prepared marketing plans and proposals that outline marketing strategies and costs involved • Worked with the marketing team and created engaging content to entice potential customers to sign up• Maximized value to customers by creating content for and speaking at a webinar to educate them about features Show less
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BP Healthcare Group
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Malaysia
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Hospitals and Health Care
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300 - 400 Employee
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Business Manager & ISO Coordinator
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May 2017 - Feb 2018
BP Healthcare Group & Garvy’s French Fine Dining (Subsidiary of BP Healthcare Group)• Marketer for clinics and corporates in Perak Region – Lab tests (BP Clinical Lab Sdn Bhd), Vaccines (Lovy Pharmacy), Clinical waste management (Clinco)• Manage client’s accounts and collections • In charge of corporate campaigns, PERKESO campaigns and clinic campaigns• In charge of ISO 9001:2015 for BP Specialist Centre Ipoh• Successfully upgraded company's ISO 9001:2008 to ISO 9001:2015• Actively involved in the maintenance and implementation of the quality systems, and ensure continual improvement• To ensure the implementation of quality systems in daily shift operation• To attend to customer inquiries• To record and conduct investigation on customer complaint• To verify the implementation and effectiveness of corrective actions• To identify, recommend or provide solutions to any system non-conformity and suggest action to prevent the occurrence• Overall supervision for diagnostic operations • Overall supervision for BP Specialist Centre Ipoh• In charge of management and events for Garvy’s French Fine Dining Show less
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Medical Laboratory Technologist/Management Trainee
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Oct 2016 - Apr 2017
• Registration and recommendation of health packages according to the requirements or requests by doctors• Consultation of reports to customers• Involved in sales during campaigns and roadshows • Printing of blood and urine test reports for corporate, walk in and insurance cases• In charge of the BP doctors’ duty roster for whole of Malaysia• Phlebotomy for walk in customers and campaigns• In charge of PERKESO compilation of reports and registration• Cashier for BP Specialist Centre Show less
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Moneytree Academy Ipoh
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Perak, Malaysia
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Trainer
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Mar 2016 - Sep 2016
• Training and educating children and teens about financial education (Money, Investment and Entrepreneurship) • Motivate participation of students to increase aptitude development • Inspire and nurture valuable lifelong skills in a fun-filled environment that simulates experiential real-world situations with standards-based modules • Tackling and building students’ defense against negative social and peer pressure • Training and educating students in International Schools through School Adoption Programs • Training and educating parents and children about financial literacy during workshops Show less
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Self-Employed
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Perak, Malaysia
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Part-time Tutor & Tuition Teacher
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Sep 2011 - Sep 2016
• Teaching English, Bahasa Melayu, Science and Mathematics to primary and secondary students. • Aiding students in mind mapping and visualization for effective understanding and memorization. • Good interaction and communication with students with relation to the problems they faced in English, Bahasa Melayu, Science and Mathematics. • Dedicated and patient in helping students understand the syllabus taught. • Teaching English, Bahasa Melayu, Science and Mathematics to primary and secondary students. • Aiding students in mind mapping and visualization for effective understanding and memorization. • Good interaction and communication with students with relation to the problems they faced in English, Bahasa Melayu, Science and Mathematics. • Dedicated and patient in helping students understand the syllabus taught.
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Kolej Teknologi Perak
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Perak, Malaysia
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Lecturer & Programme Coordinator for Diploma in Medical Laboratory Technology
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Aug 2013 - Dec 2013
• Teaching – Involves the preparation of the topics to be taught in Public Speaking. • Assessment – Involved in preparing quizzes, tests and assignments for the semester. • Marking – Prepared answer scripts for tests and the papers are always marked promptly. • Invigilation – Have taken part in invigilation duties and was the “Chief Invigilator” for some of the examination sessions. • Timetable – Prepared timetable for part-timers in Diploma in Culinary Arts. Subjects are allotted to lecturers based on their existing teaching hours and their specialty subjects. • Quotation – Liaise with suppliers for equipment, reference books, cabinets and benches for science laboratory. • Renovation – Liaise with suppliers and civil engineers for the design layouts of the laboratory. • Marketing – Involved in marketing programmes (Road shows) with the Marketing team. • MQA – Prepared MQA documents for accreditation of Diploma in Medical Laboratory Technology, Diploma in Tourism and Diploma in Food Science and Nutrition. • Standard Working Instruction – Prepared the Standard Working Instruction for the Remarking of examination papers. • Others – Prepared topics on Customer Service and briefed the students during Induction Week. Show less
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Research Postgraduate
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Jan 2011 - Nov 2012
• Research focused on the encapsulation of probiotics using fluidized bed dryer for incorporation into acidic food products.• Evaluated certain strains of lactobacilli and bifidobacteria that are more durable and resistant for their ability to adhere to intestinal cells and to colonize the intestines, their tolerance towards human gastric juice and bile, and their antagonistic activity towards intestinal pathogens.• Evaluated the survivability of lactobacilli under simulated gastrointestinal conditions, upon encapsulation with alginate and coated with methacrylic copolymers as a model for anionic carboxylated polymers.• Evaluated the protection and in vitro release of lactobacilli cells upon spray coating-drying via fluidized bed drying.• Evaluated the survivability of the encapsulated lactobacilli cells during storage in high acid foods namely orange juice (pH 2.5 and 3.7) and mayonnaise (pH 4.1).• Studied the potential interactions between methacrylate copolymers and calcium alginate using Fourier Transform Infrared Spectroscopy (FTIR) and Differential Scanning Calorimetry (DSC). Show less
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Research Assistant
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Jan 2010 - Dec 2010
• Provides recommendation to improve controls and reporting• Responsible for handling new equipment and software to assist lab classes.• To assist the lecturers during practical classes and preparing lecture notes for degree students.• Liaise with suppliers for research equipment and chemicals.• Handling of purchases from suppliers. • Responsible for doing research, study and review current journals for novel projects.• Provide training and assistance for Final Year Project students Show less
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Education
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2011 - 2012
University Sains Malaysia (USM), Malaysia
Master of Science (MSc) in Food Technology, Probiotics, Food Technology, Industrial Technology -
2007 - 2009
University Tunku Abdul Rahman (UTAR), Malaysia
Bachelor of Science (BSc - Hons) Biomedical Science, Biomedical Science
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