Celia Tang
Singapore
Summary
Energetic and detail-oriented professional with a talent for problem-solving and delivering exceptional support. Demonstrates foundational knowledge in IT systems and customer service, coupled with strong analytical and communication skills. Committed to achieving positive outcomes and enhancing user satisfaction. Thrives in fast-paced environments and consistently delivers high-quality results.
Overview
26
26
years of professional experience
Work History
Account Support Analyst
Visa Worldwide Pte Ltd
08.2023 - 04.2024
- Company Overview: Provided comprehensive business support and administration for Visa clients in Asia Pacific region
- Provided comprehensive business support and administration for Visa clients in Asia Pacific region
- Coordinated seamlessly across multiple departments, ensuring efficient process flow and timely resolution of client queries
- Effectively communicated sales initiatives, strategic guidelines, and key products to clients, contributing to increased client engagement and satisfaction
- Led Sales process improvement activities, overseeing entire improvement lifecycle and monitoring successful implementation progress
- Collaborated cross-functionally with various departments to develop and maintain performance metrics, contributing to data-driven decision-making processes
- Tracked ongoing project advancement towards predefined milestones, reducing instances of missed deadlines
- Advocated for ways to streamline ongoing projects, prioritizing shorter turnaround times and consistent development quality
- Created in-depth reports regarding important project data that was distributed to client on weekly basis
- Developed frameworks to streamline intervention protocols and resolution hierarchies
- Generated project health reports for stakeholders and senior personnel, tracking metrics such as webinars, waiver requests and VIK utilization
- Hosted 9 campaigns with over 500 Asia Pacific clients attending
- Built lasting and collaborative partnerships
- Determined root cause of problems and issues to implement courses of action required to implement solutions
- Devised standardized project management documentation to streamline future management of repetitive projects
- Advocated for ways to streamline ongoing projects, prioritizing shorter turnaround times and consistent development quality
- Analyzed data using GBI, presenting quarterly reports for AP region to Sales Team
- Provided comprehensive business support and administration for Visa clients in Asia Pacific region
Commercial Support Executive/Customer Service
ADM Asia-Pacific Trading Pte Ltd
04.2017 - 12.2022
- Supported APAC Sales Director in managing Sales Project Pipeline, ensuring smooth and organized tracking of projects
- Act as key liaison with SEA Sales managers, facilitating seamless communication and coordination for project delivery fulfilment
- Coordinated closely with the Technical & Application R&D team to ensure timely delivery of samples and prototypes, enhancing overall project efficiency
- Took on a leadership role in supporting Singapore & Malaysia regions as a dedicated Customer Service Specialist
- Effectively handled customer complaints, shipment issues, and quality concerns, demonstrating strong problem-solving skills
- Coordinated with internal overseas plants for rectification of issues and proposed proactive solutions to enhance customer satisfaction
- Utilized Salesforce expertise as a Superuser, contributing to efficient data management and ensuring accurate and up-to-date records
- Coordinated priority of support work based on client and business needs
- Updated Salesforce systems and CRM databases to update client and communication records
Sales Support Account Manager
Insight Technology Solutions Pte Ltd
10.2006 - 03.2017
- Provided dedicated support to Account Managers, ensuring prompt and efficient service delivery to clients
- Managed the end-to-end process of order processing, quoting, and addressing inquiries related to products and pricing
- Developed and nurtured strong working relationships with internal teams and Business Partner Managers to enhance collaboration and streamline communication channels
- Contributed to a cohesive and customer-focused sales support environment, aiming for excellence in client satisfaction service delivery
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes
- Evaluated client needs and developed tailored solutions to increase positive customer ratings
- Liaised with marketing and sales teams to develop targeted campaigns
- Educated clients on new products or services to increase customer engagement with brand
- Coordinated with internal teams to facilitate prompt delivery of client projects
- Informed customers of promotions to increase sales productivity and volume
- Selected correct products based on customer needs, product specifications and applicable regulations
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor
- Stayed current on company offerings and industry trends
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
- Maintained current knowledge of evolving changes in marketplace
Customer Service Coordinator (CS)
Schmidt Electronics (S.E.A) Pte Ltd
10.2005 - 09.2006
- Addressed customer inquiries with a focus on providing timely and accurate information
- Utilized Oracle System for the preparation of sales and purchase orders, managing both local and overseas correspondences efficiently
- Coordinated shipment schedules with suppliers, ensuring smooth logistics operations
- Arranged shipments with forwarders, optimizing transportation and processes for timely delivery
- Proactively followed up on payment with customers when required, contributing to financial transparency and accountability
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Resolved concerns with products or services to help with retention and drive sales
- Recommended and upsold new products, resulting in 40% increase in revenue
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Researched and corrected customer concerns to promote company loyalty
Sales Coordinator
Pumas Automation & Robotics Pte Ltd
07.2000 - 08.2005
- Prepared invoices, delivery orders, sales orders, and purchase orders using in-house database programs, ensuring accuracy and completeness
- Liaised effectively with various suppliers, managing communication and facilitating the delivery status of shipments
- Expertly handled Letter of Credit (L/C) shipments on occasion, demonstrating proficiency in international trade processes
- Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues
- Improved productivity by increasing customer communication and responding to feedback
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
- Employed closing sales techniques, upselling and customer loyalty incentives to boost sales
Purchaser
Oki Data (Singapore) Pte Ltd
02.2000 - 06.2000
- Prepared purchase orders efficiently, ensuring accuracy and adherence to procurement processes
- Provided crucial support to the Sales team by preparing quotations, contributing to smooth sales operations
- Conducted negotiations with various suppliers, securing competitive prices and optimizing procurement costs
- Negotiated policies and contracts with vendors to achieve optimal pricing and consistent availability
- Computed and created purchase orders in Oracle to monitor stock levels, verify purchase requisitions, and expedite customer orders
- Maintained complete documentation and records of all purchasing activities
- Negotiated with suppliers, vendors and other representatives
- Maintained and reviewed computerized records of items purchased and costs associated with purchases
- Reviewed proposals, qualified vendors, and recommended optimal suppliers
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders
- Communicated frequently with stores and vendors to manage orders and verify revisions on purchase orders
- Negotiated contracts with vendors for cost-effective purchasing terms
- Evaluated product quality and vendor performance to maintain quality standards
- Cultivated relationships with wholesalers and distributors to increase inventory availability
Assistant Engineer (Industrial Training Program under Singapore Polytechnic)
PSB (Productivity & Standard Board)- Known as SPRING
11.1998 - 12.1998
- Assisted in Industrial Engineering (IE) within the System Design Department
- Actively participated in the implementation of the Activity Based Costing (ABC) project
- Gained hands-on experience in industrial engineering processes and contributed to project success during the training program under Singapore Polytechnic
Education
Advanced Diploma in Food Technology
Singapore Polytechnic
Singapore, Null, Singapore04-2010
Diploma in Manufacturing Engineering
Singapore Polytechnic
Singapore, Null, Singapore05-1999
Skills
- Application support
- User account management
- SLA compliance
- Customer relationship management
- Issue resolution
- Data analysis
- Cross-functional coordination
- Attention to detail
Hobbies
I love the thrill of traveling, discovering new places, and diving into different cultures, with each destination offering fresh experiences and flavors to savor. When I'm home, cooking is my way of unwinding, experimenting with new recipes or perfecting old favorites, and enjoying good meals with loved ones. Chilling is just as important, whether it's reading a captivating book, listening to music, or simply taking a break from the hustle. Meditation plays a key role in helping me center myself, stay present, and reduce stress. I'm also fascinated by notaphily, the art of collecting paper money, as it’s a beautiful way to explore the history, art, and culture of different regions through currency.
Languages
English
Advanced (C1)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Account Support Analyst
Visa Worldwide Pte Ltd
08.2023 - 04.2024
Commercial Support Executive/Customer Service
ADM Asia-Pacific Trading Pte Ltd
04.2017 - 12.2022
Sales Support Account Manager
Insight Technology Solutions Pte Ltd
10.2006 - 03.2017
Customer Service Coordinator (CS)
Schmidt Electronics (S.E.A) Pte Ltd
10.2005 - 09.2006
Sales Coordinator
Pumas Automation & Robotics Pte Ltd
07.2000 - 08.2005
Purchaser
Oki Data (Singapore) Pte Ltd
02.2000 - 06.2000
Assistant Engineer (Industrial Training Program under Singapore Polytechnic)
PSB (Productivity & Standard Board)- Known as SPRING
11.1998 - 12.1998
Advanced Diploma in Food Technology
Singapore Polytechnic
Diploma in Manufacturing Engineering
Singapore Polytechnic
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