Della Shan
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Administrative Executive
People & Career Development Association
2022.04 - Current
- Scheduled appointments and meetings, organized materials and prepared virtual meeting rooms.
- Delivered top-notch administrative support and promoting excellence in office operations.
- Maintained protocol throughout routine work days and special events.
- Planned and executed events for employees and clients and managed logistics and vendor relations.
- Prepared and distributed team-based communications to foster collaboration and enhance team morale.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Worked with senior management to initiate new projects and assist in various processes.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for International Speakers and participants.
Financial Services Consultant
AIA Singapore
2018.05 - 2023.03
- Provide a comprehensive Wealth Management Strategy including Financial Planning, Retirement Planning, Tax Planning, Estate Planning, Insurance Planning, Legacy Planning, Investments, Mortgage Solutions, Education Funds & Corporate Solutions for individuals and organizations.
Financial Services Consultant
Legacy FA Pte Ltd
2017.11 - 2018.03
- · Work with Individuals and businesses to guide them in making budgetary, savings and investment decisions.
Office Manager
Schottel Far East Pte Ltd
2016.03 - 2017.07
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Serve as the point person for maintenance, mailing, shopping, supplies, equipment, bills, and errands
- Organize and schedule meetings and appointments
- Organize office operations and procedures
- Coordinate and manage office Computers and Information System
- Manage relationships with vendors, service providers, ensuring that all items are invoiced and paid on time
- Manage contract and price negotiations with office vendors & service providers
- Provide general support to visitors
- Co-ordinating marketing events
- Maintain effective internal communications to ensure that all relevant company employees are kept informed of marketing objectives & office procedures
- Maintain an orderly workflow according to priorities
- Assist Service Engineers conduct Service Module Training & Product Training.
Customer Service Manager
International Air Transport Association IATA
2007.10 - 2014.01
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Provide BSP (Billing & Settlement Plan) and CASS(Cargo Accounts Settlement System) helpdesk functions to member airlines for day-to-day operations.
- Handle all other stakeholders' matters, including but not limited to, Airport Authorities, ANSPs, Ministries and Government departments.
- Provide information to customer on IATA product and services.
- Conduct APJC (Agency Passenger Joint Council) & LCAGP/C(Local Customary Advisory Group Passenger/Cargo) meetings, prepare minutes of meeting for Passenger Services & Cargo Services & follow up on actions to be done.
- Conduct System Training for IATA Travel Agents & Cargo Agents.
- Invigilate ITDI (IATA Training & Development Institute) examinations.
- Encouraged & promoted the usage of Sales Force to increase IATA’s CRM awareness.
- Worked with marketing department to launch and manage promotional activities and campaigns.
Customer Service Assistant
Apex Pharmacy Marketing
2004.07 - 2007.05
- Answered customer questions about product availability and shipment times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Managed 100+ incoming calls each day with utmost professionalism and knowledgeable service.
- Submitted completed orders quickly to maximize delivery efficiency.
- Described product highlights and benefits to help guide purchasing decisions.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Customer Sales Executive
British Gas (National Sales Centre)
1999.07 - 2004.02
- Worked independently with minimal supervision.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contributed to team objectives in fast-paced environment.
- Set and achieved company defined sales goals.
- Informed customers of promotions to increase sales productivity and volume.
- Exceptional computer skills
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Education
Professional Post Graduate Diploma in Marketing - Marketing
Chartered Institute of Marketing (CIM)
United Kingdom01.2006
Skills
- Client Relations and Retention
- Privacy Compliance
- Customer Relationship Management (CRM) Software
- Conflict Resolution Techniques
- Staff Management
- Personnel Training and Development
- MS Office Expertise
- High Customer Service Standards Adherence
- Event Coordination
Accomplishments
- Successfully managed the collection of paper tickets in Malaysia during the transition to e-tickets in 2008.
- Managed to exceed targets for accrediting new Travel & Cargo agents as IATA Accredited Agents and Airlines as IATA Members.
- Earned the Bronze Award for assistance rendered during the 2012 Singapore Air Show.
- Achieved zero default agents with an average of 99.98% collection.
- Elected as a Fish Crew member.
- Earned the Fish Award for outstanding Customer Service.
- Exceeded sales target of both Gas & Electricity.
- Growth of monthly turnover activity from EURO 250k to 350k (monthly basis) with a margin between 25% and 30%.
Key Achievements (IATA):
Key Achievements (Apex Pharmacy):
Key Achievements (British Gas):
Certification
SINGAPORE COLLEGE OF INSURANCE (SCI)
M5, HI, M9, M9A, M8, M8A
NTUC LEARNING HUB
Microsoft Networking Fundamentals
Harvard Business Publishing
Certificate in Customer Focus
Certificate in Marketing Essentials
Certificate in Difficult Interactions
Certificate in Ethics At Work
IATA Training & Development Institute Singapore
International Negotiation Skills
Effective Communication Skills
Apex Pharmacy Marketing Sdn Bhd
Customer Service Assistant Training
Telephone Techniques & Courtesies
British Gas (National Sales Centre) Wales, UK
Basic Electricity Safety Training
Affiliations
- Chartered Institute of Marketing (CIM UK)
- Institute of Banking & Finance Singapore (IBFQ)
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Administrative Executive
People & Career Development Association
2022.04 - Current
Financial Services Consultant
AIA Singapore
2018.05 - 2023.03
Financial Services Consultant
Legacy FA Pte Ltd
2017.11 - 2018.03
Office Manager
Schottel Far East Pte Ltd
2016.03 - 2017.07
Customer Service Manager
International Air Transport Association IATA
2007.10 - 2014.01
Customer Service Assistant
Apex Pharmacy Marketing
2004.07 - 2007.05
Customer Sales Executive
British Gas (National Sales Centre)
1999.07 - 2004.02
Professional Post Graduate Diploma in Marketing - Marketing
Chartered Institute of Marketing (CIM)
SINGAPORE COLLEGE OF INSURANCE (SCI)
M5, HI, M9, M9A, M8, M8A
NTUC LEARNING HUB
Microsoft Networking Fundamentals
Harvard Business Publishing
Certificate in Customer Focus
Certificate in Marketing Essentials
Certificate in Difficult Interactions
Certificate in Ethics At Work
IATA Training & Development Institute Singapore
International Negotiation Skills
Effective Communication Skills
Apex Pharmacy Marketing Sdn Bhd
Customer Service Assistant Training
Telephone Techniques & Courtesies
British Gas (National Sales Centre) Wales, UK
Basic Electricity Safety Training
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