Volunteer at Institute of Mental Health, Singapore
IRENE CHIEW
Customer Success Team Lead
Summary
An experienced Customer Success practitioner with an in-depth knowledge of Financial Crime and Money Laundering, coupled with a strong passion for the customer. I build up value and trust with customers throughout the customer journey by being their trusted advisor - partnering them to successfully achieve their overall business, operational, compliance goals. I leverage on onboarding sessions, regular check-ins and quarterly business reviews to map their business ecosystem, discover growth requirements, uncover whitespace and identify upsell opportunities, thereby driving revenue growth and maintaining high client retention rates.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
ComplyAdvantage – Team Lead
Asia Pacific
01.2019 - Current
- Mentor and guide team to consistently hit OKR targets, improve team performance and deliver on winning customer experiences
- Manage highest ARR accounts globally from payments, crypto, insurance, banking industries
- Solid track record in building lasting partnerships with strategic customers, turning around churn risk customers, and establishing multi-threaded connections
- Run regular QBRs, check-ins, enablement sessions and conduct strategic consults to showcase value to drive customer advocacy and satisfaction throughout each stage of the customer journey
- Ensure customers are fully optimized on our solution, helping compliance professionals meet regulatory requirements and compliance goals
- Experienced in project management, handling projects across cross-functional teams. These include product features, implementation, onboarding, project upgrades and subsequent phases.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
Business Director
Global Momentum Pte Ltd
01.2014 - 01.2017
- Backed by French parliamentary-led Haut Comité Français pour la Défense Civile (HCFDC), Global Momentum provides crisis management solutions that leverages on data analytics, machine learning and open-source intelligence to identify and alert users to emerging crises and security risks in real-time
- Clients included the UN- Counter Terrorism Implementation Task Force, Renault Trucks Defense
- Responsible for sales and marketing strategies, ran daily operations and oversaw product development processes
- Managed resellers and distributors partnerships in Australia, Philippines, Thailand
- Worked closely with project managers and software developers on new product and mobile extensions, specifically in the deep web space and mitigating fake news on social media
- Build strategic partnerships with various government agencies, fusion centers, research institutions, and technology companies.
Founder
Bridesmates Pte Ltd
01.2012 - 01.2014
- Bridesmates is an e-commerce business providing bespoke and made to measure bridesmaid gowns, antique decoration rentals and wedding concierge services
- Managed all facets of business from operational management, sales, business strategy, digital marketing and advertising; negotiated and liaised with suppliers and tailors from China, Malaysia, Thailand
- Focused on delivering strong customer satisfaction, trust and accountability; client referential became highest revenue generator thereafter
Education
Association of Certified Anti-Money Laundering Specialists -
Certified Anti-Money Laundering Specialist (CAMS)
06.2021 - 06.2021
Nanyang Technological University - Centre For Political Violence And Terrorism
Master of Science (International Relations)
Singapore 10.2017 - 10.2018
National University of Singapore -
Bachelor of Arts (Sociology, Communications)
Singapore 04.2002 - 05.2005
Skills
Certified AML Specialist
Interests
Scuba Diving, Gardening, Gym, Reading
Timeline
Association of Certified Anti-Money Laundering Specialists -
Certified Anti-Money Laundering Specialist (CAMS)
06.2021 - 06.2021
ComplyAdvantage – Team Lead
Asia Pacific
01.2019 - Current
Nanyang Technological University - Centre For Political Violence And Terrorism
Master of Science (International Relations)
10.2017 - 10.2018
Business Director
Global Momentum Pte Ltd
01.2014 - 01.2017
Founder
Bridesmates Pte Ltd
01.2012 - 01.2014
National University of Singapore -
Bachelor of Arts (Sociology, Communications)
04.2002 - 05.2005
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