Experience

X0PA AI

• Singapore
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Oct 2022 - Present

  • Key focus on Customer Renewal, Customer Satisfaction and Customer up-sell/cross-sell. • Inspired customers to make tactical and strategic deployment decisions and track long term business outcomes with QBR and on-site training sessions. • Responded quickly and effectively to customers’ challenges and issues with the Product; learn effectively from experience to improve team processes and the product. • Evaluated existing customer on-boarding program and make additional improvements to better drive both immediate and sustained adoption. • Collaborated with Sales teams, Customer Success and Partners to elevate customer adoption as well as address product concerns • Provided product training, pre/post-sales related activities and escalated support. • Served as lead spokesperson and agent for Customer Success • Worked closely with the sales and engineering teams to ensure a smooth transition from implementation to feature adoption and utilization. • Assisted in creating training courses and educational materials for clients. Show less



SmartUp.io

• Australia
• E-Learning Providers
• 1 - 100 Employee

• Growth Manager

  • Jun 2022 - Jan 2023

  • Lead and manage Customer Success Executive to resolve problems with all stakeholders to maintain relationships and increase return customer base.• Established performance goals for Customer Success Executive and provided feedback on methods for reaching those milestones.• Identified and develop new business opportunities, including prospecting, lead generation, and networking using LinkedIn and ZoomInfo expand to reach global market.• Identified opportunities for growth within stakeholders using CRM tools like Salesforce and collaborated with sales teams to reach sales goal.• Successfully increased customer spend by an average of 20% through effective communication and personalized recommendations.• Developed and execute a sales strategy and aggressive sales plan metrics designed to create accountability and meet company revenue goals and incorporate the roles of customer growth, acquisition, retention, and upsell to both new and existing clients.• Successfully achieved a customer retention rate of 90%• Trusted advisor to over 25 customers ; 3 of which were the company's largestcustomers and under Fortune 500 global enterprise companies.• Presented user adoption findings to senior executives and investors tying to keybusiness outcomes and present current versus future state of application adoption. Show less

• Customer Success Specialist

  • Aug 2021 - Jun 2022

  • Ensured the successful implementation of mobile training academy for 3 Fortune 500 global enterprise companies by engaging with C-suite executives to help develop their organizational change management process which led to the successful user adoption of the platform on time and on budget.• Managed all aspects of the client onboarding process and project life cycle, the assembly of an implementation team, serving as the single point of contact to clients and coordinating all documentation relevant to the onboarding process, assisting with the back-office setup, client testing and training.• Devised a customer success plan and send out QBR to maximise customers engagement and ensure they receive value of the platform.• Secured 10-long term accounts by providing recommendations to promote brand effectiveness and product benefits.• Promoted sales of new features to achieve revenue targets and achieved KPI goals.• Collaborated with upper management to implement continuous improvementsand exceed team goals.• Improve efficiency by implementing macros to automate repetitive tasksassociated with data manipulation and data reporting process. Show less

• Customer Success Champion

  • Aug 2020 - Aug 2021

  • Delivered exceptional customer service to all stakeholders from various industries- consultancy, financial institution, non-profit organization etc. by leveragingextensive knowledge of products and services and creating welcoming, positiveexperiences.• Decreased spending by 30% through effectively designing budgets usingWordPress for website development and Canva Free to produce videos and designmarketing communications for clients to launch their training program.• Engaged in product training, demonstrations, consumer awareness, branding andacquisition initiatives to raise awareness and revenues.• Quickly and accurately answered customer questions, suggested effectivesolutions and resolved issues to increase customer satisfaction to 90%.• Collaborated across all business units (Engineering, Product Development, Sales)for example regarding product issue resolution by assisting in RCA analysis, productdevelopment etc.• Took the lead on a social media marketing campaign for the release of a newlearning initiative.• Evaluate and improve tutorials and other communication infrastructure Show less



Oigetit.ai - Fake News Filter

• United States
• Internet News
• 100 - 200 Employee

• Social Media Marketing Intern

  • Jul 2020 - Oct 2020



Chesnutt Social Media

• Singapore

• Social Media Intern

  • Apr 2019 - Jul 2020

  1. Develop and manage online marketing campaigns for diverse industry clients 2. Driving brand awareness, engagement and traffic via social media platforms. 3. charge of project timelines while managing, and altering schedules to optimize visits. 4. Works with marketing and social media team members to coordinate ad campaigns with social media strategy 1. Develop and manage online marketing campaigns for diverse industry clients 2. Driving brand awareness, engagement and traffic via social media platforms. 3. charge of project timelines while managing, and altering schedules to optimize visits. 4. Works with marketing and social media team members to coordinate ad campaigns with social media strategy



NTT Ltd. Collaboration & CX

• United Kingdom
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Service Specialist

  • May 2016 - Mar 2020

  1. Able to handle a variety of disputes and facilitate quick and efficient resolutions over the phone 2. Strong verbal communication skills allow for the fostering of strong bonds with customers during interactions 3. Train and assist new staff by helping them improve listening skills, communication, and multitasking abilities. 1. Able to handle a variety of disputes and facilitate quick and efficient resolutions over the phone 2. Strong verbal communication skills allow for the fostering of strong bonds with customers during interactions 3. Train and assist new staff by helping them improve listening skills, communication, and multitasking abilities.



Julia Gabriel Centre Pte. Ltd.

• Singapore
• Consumer Services
• 1 - 100 Employee

• Teaching Assistant

  • Nov 2012 - Dec 2018

  1. Learnt to work responsibly in a time-sensitive environment 2. Ability to create an effective teaching method. 1. Learnt to work responsibly in a time-sensitive environment 2. Ability to create an effective teaching method.