Experience

Infoblox

• United States
• Computer and Network Security
• 700 & Above Employee

• BDR Lead

  • Oct 2020 - Present

  Singapore Supporting the APJ BDR team on operational processes, challenges and developing BDR lead programs to drive pipeline for the APJ region. Onboarding new BDR hires with training and coaching Continuous skills development of BDRs thru bi-weekly sessions on both hard/soft skills. Conduct regular targeted accounts reviews for better penetration Conduct bi-weekly reviews with support team to ensure that opportunities are tagged accordingly. Working in collaboration with AMS/EMEA BDR… Show more Supporting the APJ BDR team on operational processes, challenges and developing BDR lead programs to drive pipeline for the APJ region. Onboarding new BDR hires with training and coaching Continuous skills development of BDRs thru bi-weekly sessions on both hard/soft skills. Conduct regular targeted accounts reviews for better penetration Conduct bi-weekly reviews with support team to ensure that opportunities are tagged accordingly. Working in collaboration with AMS/EMEA BDR Enablement lead on BDR Operational Handbook Show less



MariaDB

• United States
• Software Development
• 100 - 200 Employee

• Sale Development & Customer Success Manager

  • Jul 2018 - Jun 2020

  Singapore Develop/qualify sales opportunities through inbound and outbound sales activities. Generate technical solutions based on customers’ and partners’ use cases and MariaDB’s technology stack to meet their needs. Assist customers/ partners in POC. Track opportunities through SFDC to ensure ARRs and TCVs are updated correctly. Prepare/send quotations for new subscriptions and renewals. Followup on closure. On-board new customers/partners, conduct quarterly business reviews and renew… Show more Develop/qualify sales opportunities through inbound and outbound sales activities. Generate technical solutions based on customers’ and partners’ use cases and MariaDB’s technology stack to meet their needs. Assist customers/ partners in POC. Track opportunities through SFDC to ensure ARRs and TCVs are updated correctly. Prepare/send quotations for new subscriptions and renewals. Followup on closure. On-board new customers/partners, conduct quarterly business reviews and renew subscriptions. Support current subscribers in ensuring support tickets are turned around in a timely and effective manner. Show less



BitTitan

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Account Manager

  • Mar 2017 - Jul 2018

  Singapore Joined BitTitan to develop the APAC market working with direct customers and System integrators in the region to drive migration of legacy email systems to O365/Gmail. Reaching out proactively outreach to internal and external service providers to drive adoption within APAC such as cold calling, emails and site visits. Form strategy alliances (Channels) with Global System Integrators such as TCS, Tech Mahindra, Wipro, HCL, etc for the provisioning of migration services to international… Show more Joined BitTitan to develop the APAC market working with direct customers and System integrators in the region to drive migration of legacy email systems to O365/Gmail. Reaching out proactively outreach to internal and external service providers to drive adoption within APAC such as cold calling, emails and site visits. Form strategy alliances (Channels) with Global System Integrators such as TCS, Tech Mahindra, Wipro, HCL, etc for the provisioning of migration services to international End users as part of their suite of services. In China, worked with 21V to provide email migration services to the China market to adopt O365. Show less



N3

• United States
• IT Services and IT Consulting
• 400 - 500 Employee

• Program Manager - Microsoft (Cloud & Enterprise)

  • Jun 2015 - Mar 2017

  Singapore Managing a team of 23 Inside Sales Agents selling different products through 6 campaigns in the APAC region. - On-board of new agents, train and coach team members on sales methodology and MS technology stack. - Determine ongoing training needs of sales staff and develop a strategy/plan with the training team to address those needs - Provide real time support and direction to sales staff on sales processes - Analyse real-time reports and determine strategy to maintain a healthy… Show more Managing a team of 23 Inside Sales Agents selling different products through 6 campaigns in the APAC region. - On-board of new agents, train and coach team members on sales methodology and MS technology stack. - Determine ongoing training needs of sales staff and develop a strategy/plan with the training team to address those needs - Provide real time support and direction to sales staff on sales processes - Analyse real-time reports and determine strategy to maintain a healthy sales pipeline - Analyse real-time operational reports and work with internal customers to overcome operational issue in a pre-emptive manner - Validate and approve sales opportunities prior to routing to partners and account managers for closure - Weekly and monthly cadence with key stakeholders on sales pipeline and forecast. - Analyse agents' sales activities to determine efficiency and strategies on improved performance Campaigns Dynamics - regional telesales campaign on MS Dynamics suite of products such as NAV and AX. OMS - regional telesales campaign on MS Operational Management Suite. SQL 2016 - regional telesales campaign on MS SQL 2016 Licensing EMS - regional telesales campaign on MS Enterprise Mobility + Security Power BI - regional telesales campaign on MS Power BI DX - regional telesales campaign on partnership programs for Independent Software Vendors All the products involve the extensive use of MS cloud computing platform - Azure. Show less



AVA Insurance Agency

• Assistant Manager

  • Mar 2014 - May 2015

  Hired as a department head, managing a team of 7 insurance professionals handling tasks such as policy issuance, claims processing, premium collection and customer service. Worked primary with 2 insurance companies underwriting the policies issued under different insurance classes and products. - Responsible for business development for new partners sign ups - Responsible for Client servicing for all existing partners to address pain points, challenges, sales strategies and… Show more Hired as a department head, managing a team of 7 insurance professionals handling tasks such as policy issuance, claims processing, premium collection and customer service. Worked primary with 2 insurance companies underwriting the policies issued under different insurance classes and products. - Responsible for business development for new partners sign ups - Responsible for Client servicing for all existing partners to address pain points, challenges, sales strategies and partnership incentives - Responsible for product design with insurance partners to ensure products are up to date and relevant to the changing consumer trends - Monthly and Quarterly cadence with insurance partners on reporting such as premiums, claims processing, claims ration and forecast of new business - Provide support for all customer service issues and escalations. - Analyse reports for trends and recommend pre-emptive actions to improve business outcomes Products DMIS - Domestic Maid Insurance Scheme This insurance class is distributed through our business partners to be purchased by their customers for the purpose of providing basic insurance coverage for their domestic helpers. This class of insurance formed the biggest portion of our revenue with more than 95% share of the premium collected. Auto Insurance Travel Insurance Home Insurance Personal Accident Sales by 15% yoy from $12 million yearly to $14 million during my tenure. Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Call Centre Manager

  • Oct 2013 - Mar 2014

  Managed a team leader and a team of 12 telesales agents selling personal accident plans for a renowned international credit/charge card brand. - responsible in determining an appropriate sales incentive to promote both quantitative and qualitative aspects of sales. - analyse results for results and efficient for report generation to our client - conduct quality assurance audits for regulatory compliance and service quality - coach and counsel staff on performance related… Show more Managed a team leader and a team of 12 telesales agents selling personal accident plans for a renowned international credit/charge card brand. - responsible in determining an appropriate sales incentive to promote both quantitative and qualitative aspects of sales. - analyse results for results and efficient for report generation to our client - conduct quality assurance audits for regulatory compliance and service quality - coach and counsel staff on performance related areas - create new strategies and techniques for improved sales performance - review new and existing regulatory requirements to ensure full compliance - review leads quality and volume to ensure optimum sales performance is achieved - interview and on-board new agents - develop and conduct training programs for new hires (programmatic and soft skills) - audit sales closures to ensure due diligence was observed by the agents Show less



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Sales Coach/Trainer

  • Jul 2011 - Oct 2013

  Coached and trained 75 sales agents for Apple South Asia with a regional perspective. - responsible for sales teams for the China, Hong Kong, Singapore, Taiwan markets. - conducted weekly one on one and group coaching based on different themes or areas - reviewed sales calls for qualitative and quantitative inputs - conduct call calibration sessions with team leaders and third party quality assurance teams - conducted training sessions to third party vendors'… Show more Coached and trained 75 sales agents for Apple South Asia with a regional perspective. - responsible for sales teams for the China, Hong Kong, Singapore, Taiwan markets. - conducted weekly one on one and group coaching based on different themes or areas - reviewed sales calls for qualitative and quantitative inputs - conduct call calibration sessions with team leaders and third party quality assurance teams - conducted training sessions to third party vendors' trainers/coaches - weekly and monthly cadence with worldwide training team on new training materials and methodologies developed - built out coaching plans and strategies to increase sales performance and customer satisfaction scores for agents - worked with trainers on cross functional efficiency and alignment of training/coaching goals/objectives - prepared and developed sales strategies for new product launches including overcoming possible rejections - worked closely with team leaders on identified areas of concerns and develop a training/coaching plan - coached and trained team leaders on coaching and training methodologies and objectives - provided feedback on sales processes - reviewed and updated training materials for relevancy and currency Show less



AIG

• United States
• Insurance
• 700 & Above Employee

• Team Manager/Business Support Manager

  • Oct 2009 - Jul 2011

  Team manager and business support manager Leading a team of inbound customer service specialists supporting lines of businesses such Motor, Travel, Home, Personal Accident Insurances. During my tenure, I implemented several initiatives to drive performance and one of the initiatives I had was hugely successful. It was the creation of an on-line knowledge base as agents at that point in time were referring to folders for product and process information.That initiative alone, helped to drive… Show more Team manager and business support manager Leading a team of inbound customer service specialists supporting lines of businesses such Motor, Travel, Home, Personal Accident Insurances. During my tenure, I implemented several initiatives to drive performance and one of the initiatives I had was hugely successful. It was the creation of an on-line knowledge base as agents at that point in time were referring to folders for product and process information.That initiative alone, helped to drive down talk time by 7% and increased average service level by 2%. My results compelled AIG to promote me to the position of Business Support Manager enabling me to implement more process improvement initiatives to drive effectiveness and agent efficiency which were hugely effective and successful especially Service Quality which increased by 5% in the top two box for returned surveys. Show less



TDCX

• Singapore
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Business Support Manager

  • Aug 2008 - Sep 2009

  Transferred to the Business Development department to assist with setting up the Louis Vuitton Asia Pacific Call Center. My daily activities included but not limited to:- 1. Worked with client to understand needs, wants and budget 2. Scoped out requirements and request for quotations from vendors 3. Selected vendors and connect to relevant project managers on project updates 4. Worked with HR on JD and key characteristics of talent for on boarding 5. Interviewed and… Show more Transferred to the Business Development department to assist with setting up the Louis Vuitton Asia Pacific Call Center. My daily activities included but not limited to:- 1. Worked with client to understand needs, wants and budget 2. Scoped out requirements and request for quotations from vendors 3. Selected vendors and connect to relevant project managers on project updates 4. Worked with HR on JD and key characteristics of talent for on boarding 5. Interviewed and recommended suitable candidates to client for final selection 6. Mapped and documented the work processes on all call types for training 7. Developed and implemented quality assurance manual and standard operating processes for client's approval 8. Developed the training program for hires 9. Worked with outgoing vendor to ensure a smooth transition 10. Designed scenarios for UATs on IT and telephony systems 11. Conducted UATs and flagged all technical or processes issues for correction or revision 12. Prepared the launch plan including scheduling and contingency plans

• Deputy Call Center Manager

  • Oct 2007 - Aug 2008

  Appointed as a Deputy Call Centre Manager to manage the call floor with 12 Team Managers and about 100 customer service agents. My duties and responsibilities included but not limited to:- 1. Scheduling. Ensuring that the call center is adequately staffed at all times based on call arrival patterns to meet service levels as agreed on contract of service. 2. Rewards & Recognition. Designed and implemented a new incentive scheme to reward attendance and productivity. 3. Customer… Show more Appointed as a Deputy Call Centre Manager to manage the call floor with 12 Team Managers and about 100 customer service agents. My duties and responsibilities included but not limited to:- 1. Scheduling. Ensuring that the call center is adequately staffed at all times based on call arrival patterns to meet service levels as agreed on contract of service. 2. Rewards & Recognition. Designed and implemented a new incentive scheme to reward attendance and productivity. 3. Customer Service. Serve as a escalation points to Team Managers to resolve customer complaints and as a channel to escalate the complaint to SIA for resolution. 4. Training. Worked closely with trainers to determine training needs 5. Reporting. Daily submission of service level and call volume based on half hour intervals. 6. Work flow mapping. Mapping and documenting the workflows based on the different call types. 7. Process improvement. Reviewing the work processes and implementing changes to streamline work processes to achieve better operational efficiency and effectiveness. 8. Coaching. Coaching and counselling Team Managers for performance and disciplinary related issues. 9. Client Servicing. Liaise with Client's representatives daily to provide operational and customer service related insights for service improvements.

• Trainer

  • Oct 2006 - Sep 2007

  Trainer for SIA Krisflyer Call Center for systems and soft-skills. My daily activities included:- 1. New hire onboarding 2. Induction training 3. Systems training 4. Soft-skills training 5. Scheduling of continuous training for on-boarded staff 6. Design and develop new curriculum to uplift service mindset and customer satisfaction



Crestar Education Group

• Singapore
• Education Management
• 1 - 100 Employee

• Lego Education Center Head

  • Feb 2005 - Sep 2007

  Singapore