Cagney Pek
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Direct Selling
Best World Lifestyle Pte Ltd
2018.01 - Current
- Acquire new sales monthly
- Updated customers on schedule and delivery changes during holidays.
- Delivered top customer satisfaction, reviewing feedback closely, and addressing needs and requests of customers.
- Identified customers' needs and provided information on appropriate products in effort to promote cross-selling.
- Utilized product knowledge to educate customers on features and benefits.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Manage social media account of team
- Generate leads for team
Client Services Manager
American Express Global Business
2019.11 - 2021.05
- Manage & retain business travel portfolio 20+ corporate clients
- Maintained detailed records of all client interactions, including notes on conversations, emails, and other communications.
- Conducted regular client meetings to review account status and discuss potential opportunities for improvement.
- Recommended areas for improvement by monitoring and evaluating processes, tools and design.
- Monitored team performance against established goals using various reporting tools.
- Collaborated with internal teams to develop strategies for increasing customer satisfaction levels.
- Developed strong relationships with clients by understanding their needs and providing solutions tailored to their requirements.
- Resolved escalated issues from customers in effective manner while maintaining professional demeanor at all times.
- Managed customer accounts, ensuring accuracy of data entry and billing information.
- Monitored progress of projects, identified areas for improvement, implemented corrective action plans when necessary.
- Ensured compliance with company policies and procedures when dealing with customers.
- Participated in industry events and trade shows representing company's products or services.
- Skilled in using various software applications and programs including Microsoft Office, Salesforce.
Learning Experience Manger
Imageworks Pte Ltd
2018.02 - 2019.06
- Assist with pre, post training logistics, administration Manage claims with WSQ
- Coordinated with external vendors to provide best-in-class services for customers.
- Skilled in using various software applications and programs including Microsoft Office, Adobe Creative.
- Provided efficient and courteous service to customers at all times.
- Worked with coworkers to complete tasks.
Senior Account Development Manager
American Express International Inc
2015.05 - 2016.05
- Manage and grow annual charge volume of 20 Global Clients
- Ensure portfolio average annual charge volume benchmarks are met
- Establish relationships with key stakeholders, decision makers
- Grow Web of influence in client’s organization
- Review business spend volumes and identify expansion opportunities within portfolio
- Cross-sell BTA, purchasing cards, issue add-on cards to maximize charge potential
- Ensure implementation of card program is successful within client’s organization
- Ensured compliance with all applicable regulations related to customer accounts.
- Utilized CRM tools to track account activities including contacts, communications, orders.
- Built strong relationships with customers through regular communication, follow-up calls, and timely resolution of issues as they arose.
- Conducted regular reviews with clients to ensure satisfaction with product offerings.
- Developed and implemented strategic account plans to meet sales goals; leveraged customer insights to identify new opportunities.
- Skilled in using various software applications and programs including Microsoft Office.
Account Development Manager
Citibank Singapore
2014.09 - 2015.03
- Manage a portfolio of 600+ mid-market companies
- Establish relationship authorized signatories/program administrators of existing corporate card client base
- Ensure portfolio average annual charge volume benchmarks are met
- Manage retention against competitive pressures and economic cycles
- Review business spend volumes and identify expansion opportunities within portfolio
- Cross-sell travel purchasing cards and issue add-on cards to maximize charge potential
- Cross-sell personal cards/ready credit/retail banking accounts to the existing base of corporate cardholders
- For newly acquired companies, ensure cards have been received and sales activation occurs in MOB 1-2
Client Manager
American Express
2013.06 - 2014.09
- Manage, service & retain the middle market clientele
- Identify clients with potential revenue growth
- Manage Client Management Team with projects and events
- Handle operational updates to account
- Coordinate new implementation of products & services
- Monitor internal travel alerts and will generate reports and communicate when necessary
- Conduct travel roadshows and business travel reviews
- Generate and analyze travel data of clients
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Prepared sales presentations for clients showing success and credibility of products.
Client Services Associate
American Express Global Business
2012.11 - 2013.05
- Assist the Client Management Team with projects and events
- Manage data and administrative work
Senior Trade Marketing Executive / Key Account Manager
DKSH Marketing (S) Pte Ltd
2011.11 - 2012.05
- To liaise with customers, marketing department and principles to attain sales target
- To manage sales team’s target, feedbacks and concerns
- To address customers’ concerns and feedback
- To conduct high level presentations and to negotiate on contract renewal with customers and principles
Client Manager
American Express Business Travel
2009.09 - 2011.08
- Corporate Client Retention which includes contract renewal and pricing negotiation
- Conducting high level presentations as well as detailed business reviews
- Forecasting and analyzing travel expenditure of clients
- Recommend business plans, savings plan to clients to help maximize their budget for travel spend
- Generating and analyzing Reports Attend and addressing clients’ feedback and concerns
- Growing corporate accounts in revenue
- Ad-hoc project and events management
Sales Executive / Account Manager
Nexwave Telecoms Pte Ltd
2007.09 - 2009.08
- Corporate Sales and B2B sales: International Direct Dial (IDD), Phone systems (PaBX), Wireless and Wired products
- Cold calling and canvassing to generate leads
- Manage end to end sales process of quotation, client meetings, signing of sale, installation of services and/or products and after sales service
- To address to feedback and complaints of customers
Sales Executive
Photonitech Pte Ltd
2006.11 - 2007.09
- Sale of scientific equipment’s to schools and research institutes
- Cold calling and generating email blast to generate leads
- Partake in tenders online and to maintain business relationship of customers and the company
- Handle end to end sales process of quotation, arranging client meetings, process sales order, arrange delivery of products and after sales service
Senior Marketing Coordinator
Marriott Vacation Club International
2006.04 - 2006.10
- Responded to customer inquiries promptly and professionally to increase customer satisfaction.
- Coordinated with sales and operational teams to verify alignment of marketing initiatives with company goals.
- Generating leads to the sales department through sale of preview package through the hotel’s designated desk, attending roadshows and events to generate leads
- Assist customers with their travel bookings
Marketing Coordinator
Marriott’s Phuket Beach Club
2004.07 - 2006.04
- Responded to customer inquiries promptly and professionally to increase customer satisfaction.
- Coordinated with sales and operational teams to verify alignment of marketing initiatives with company goals.
- Event Coordination: Planned and executed internal and external marketing events.
- Generating leads to sales department through sale of preview package through hotel's permanent desk, attending roadshows and events to generate leads
- Assist customers with their travel bookings
Education
Diploma in Digital Marketing - Digital Marketing
Lithan Academy
Singapore2018
Diploma - Learning Disorder Management & Child Psychology
College of Ailled Educators
Singapore2013
Diploma - Quality Management & Engineering
Ngee Ann Polytechnic
Singapore2004
GCE O Levels -
Greenridge Secondary
Singapore2000
Skills
- Interpersonal Communication Skills
- Teamwork Skills
- Business Development and Planning
- Account Servicing Skills
- Strategic Account Planning
- Client Meetings
- CRM Software
- Client Needs Assessment
- CRM Systems
- Acquire New Business
- Promote Products
- Upselling
Certification
- Certified Certified Colorist, Image Consultant , Academy of Image Mastery - 2018
- WSQ Course: RE-SCS-101C-2 MAINTAIN PROFESSIONAL IMAGE
- WSQ Course: CRS-N-0031750 REAL ESTATE SALESPERSON COURSE
Additional Information
PERSONAL ACHIEVEMENTS
- 2016 American Express International Inc. Blue rewards 1000 points for outstanding performance in the quarter
- 2004 Ngee Ann Polytechnic MID-Continent Equipment Prize : Outstanding Performance in “Total Quality Systems Design
- 2003 Ngee Ann Polytechnic Best Report Award
- 2003 Ngee Ann Polytechnic Second Most Outstanding in Level 2.1.
- 2003 Ngee Ann Polytechnic Second Prize in QC Project
- 2002 Ngee Ann Polytechnic Second Most Outstanding in Level 2.2.
- 1999 GreenRidge Secondary 1st in Group Singing
- 1999 GreenRidge Secondary 1st in Solo Singing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Everything in life is just for a while.
Philip K. Dick
Timeline
Client Services Manager
American Express Global Business
2019.11 - 2021.05
Learning Experience Manger
Imageworks Pte Ltd
2018.02 - 2019.06
Direct Selling
Best World Lifestyle Pte Ltd
2018.01 - Current
Senior Account Development Manager
American Express International Inc
2015.05 - 2016.05
Account Development Manager
Citibank Singapore
2014.09 - 2015.03
Client Manager
American Express
2013.06 - 2014.09
Client Services Associate
American Express Global Business
2012.11 - 2013.05
Senior Trade Marketing Executive / Key Account Manager
DKSH Marketing (S) Pte Ltd
2011.11 - 2012.05
Client Manager
American Express Business Travel
2009.09 - 2011.08
Sales Executive / Account Manager
Nexwave Telecoms Pte Ltd
2007.09 - 2009.08
Sales Executive
Photonitech Pte Ltd
2006.11 - 2007.09
Senior Marketing Coordinator
Marriott Vacation Club International
2006.04 - 2006.10
Marketing Coordinator
Marriott’s Phuket Beach Club
2004.07 - 2006.04
Diploma in Digital Marketing - Digital Marketing
Lithan Academy
Diploma - Learning Disorder Management & Child Psychology
College of Ailled Educators
Diploma - Quality Management & Engineering
Ngee Ann Polytechnic
GCE O Levels -
Greenridge Secondary
- Certified Certified Colorist, Image Consultant , Academy of Image Mastery - 2018
- WSQ Course: RE-SCS-101C-2 MAINTAIN PROFESSIONAL IMAGE
- WSQ Course: CRS-N-0031750 REAL ESTATE SALESPERSON COURSE
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