Microsoft Office
AIMIE HUI PENG CHEN
The Purple-Haired Mermaid In Digital Sales & Strategy. Will Work For Shoes.
Singapore
Summary
Client Services Manager providing leadership to Account Executives and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships.
Overview
2
2
Languages
1
1
year of post-secondary education
10
10
years of professional experience
Work History
Senior Client Services Manager - SEA & AU
EternityX Singapore
Singapore, Singapore
02.2021 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Established performance and service goals and held associates accountable for individual performance.
Client Services Manager - SEA
Blis Singapore
Singapore
10.2018 - 02.2021
- Established performance and service goals and held associates accountable for individual performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Scheduled and attended meetings with clients and prospective clients as requested.
APAC Account Executive
Amobee SEA
04.2016 - 10.2018
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
- Reviewed accounts monthly to monitor and track customer satisfaction and complaints.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Executed successful budget, talent and sales campaign development.
- Identified sales growth opportunities by networking and building relationships with potential advertisers.
- Communicated between internal and external stakeholders, clients and vendors.
- Created and executed account strategies to present services to key decision makers.
- Upsold special packages while preparing quotes for potential clients.
- Increased profitability and pipeline development by leveraging diverse marketing channels and sales strategies.
- Managed sales cycle from first contact to established customer sale and maintained solid customer base.
- Contacted customers as issues arose to provide prompt resolutions.
- Distributed marketing materials to existing and prospective clients and presented materials to client audiences.
- Identified customer needs and achieved service levels that met and exceeded expectations.
- Delivered services to clients to secure additional business and grow revenue streams.
- Maximized revenue by servicing accounts and proposing new products and services to established customers.
- Stayed up-to-date on changing industry and product standards and trends related to accounts.
- Presented product concepts and offerings to clients based on established specifications and preferences.
- Identified client business needs by gaining understanding of goals, objectives and processes.
Regional Planning Executive
PHD Singapore
Singapore
01.2013 - 04.2016
- Incorporated media database technologies such as tagging, tracking and ad service metrics into media planning efforts.
- Identified and monitored KPIs for new and existing digital media properties.
- Solicited media content for distribution via digital verticals such as Programmatic and Social.
- Maximized effectiveness of marketing campaigns by diversifying strategies across traditional and online platforms.
- Handled client-facing business opportunities, developing media content plans for third parties.
- Developed presentations, execution plans and tracking metrics for each campaign.
- Analyzed campaign performance weekly to spot trends, test strategies and optimize plans.
- Researched and developed media buying plans, prioritizing cost-effective content with maximum impact.
- Led implementation of best practices to support customer service satisfaction initiatives.
- Developed integrated campaign strategies, incorporating media outreach initiatives across multiple verticals to create unified branding.
- Performed in-depth competitor reviews to check competitor activities with ad placement, keyword use, placement bids and landing pages.
- Identified appropriate KPIs and reported key metrics from digital campaigns.
- Created content strategies for digital media.
- Produced and submitted weekly reports outlining progress against KPI objectives.
APAC Media Planner
Mediacom Singapore
Singapore
09.2011 - 06.2012
- Increased brand awareness through creation of innovative print and digital productions for major publications.
- Identified and monitored KPIs for new and existing digital media properties.
- Maximized effectiveness of marketing campaigns by diversifying strategies across traditional and online platforms.
- Handled client-facing business opportunities, developing media content plans for third parties.
- Developed integrated campaign strategies, incorporating media outreach initiatives across multiple verticals to create unified branding.
- Developed presentations, execution plans and tracking metrics for each campaign.
- Analyzed campaign performance weekly to spot trends, test strategies and optimize plans.
- Researched and developed media buying plans, prioritizing cost-effective content with maximum impact.
- Led implementation of best practices to support customer service satisfaction initiatives.
- Identified appropriate marketing channels and target customers for campaigns.
- Tracked key metrics and developed spreadsheets and data models.
- Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion.
- Collaborated with product development team to effectively modernize and update promotions.
- Coordinated with social media, public relations and other teams to execute product introductions.
Media Apprentice
GroupM Singapore
Singapore
03.2011 - 09.2011
- Used Microsoft Word and other software tools to create documents and other communications.
- Identified issues, analyzed information and provided solutions to problems.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed team communications and information for meetings.
- Created plans and communicated deadlines to ensure projects were completed on time.
Education
Associate of Arts - Mass Communications
01.2009 - 02.2010
- Member of MDIS Radio.
Skills
Client Relationships
Service initiatives support
Client account management
Relationship building
Sales expertise
Report preparation
International sales support
Media Buying
Media Plans
Nielsen
Google Analytics
Strategic planning
Software
Salesforce
JIRA
Timeline
Senior Client Services Manager - SEA & AU - EternityX Singapore
02.2021 - Current
Client Services Manager - SEA - Blis Singapore
10.2018 - 02.2021
APAC Account Executive - Amobee SEA
04.2016 - 10.2018
Regional Planning Executive - PHD Singapore
01.2013 - 04.2016
APAC Media Planner - Mediacom Singapore
09.2011 - 06.2012
Media Apprentice - GroupM Singapore
03.2011 - 09.2011
Oklahoma City University - Associate of Arts, Mass Communications
01.2009 - 02.2010