Ee Leen Ong
Summary
Productive Regional Account Manager offering 4 years of experience and outstanding oral and written communication skills. Responsible on APAC activities including India.
Persuasive and charming yet committed to honesty and maintaining long-term, individualized relationships. Known for increasing profits, streamlining company procedures and goal-oriented mindset. Innovative and forward-thinking worker with creative problem solving and efficient streamlining skills.
Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
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
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Regional Account Manager
Expeditors International Of Washington Inc
Singapore
04.2019 - Current
- Responsible for entire APAC including India in commercial and operational matters related to transportation.
- Renegotiated contracts with expiring accounts to continue relationships with current company clients.
- Communicated by phone, email and traveled for face to face contact for 4 accounts.
- Utilized customer relationship management systems to document client interactions.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Maintained current knowledge of evolving changes in marketplace.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- To establish service expectations and KPIs; and consistently conduct business review for compliance, improvement.
District Sales Manager
Expeditors (M) Sdn Bhd
Penang
12.2015 - 03.2019
- Key Accountabilities
- Lead the Sales Program
- Create and maintain the vision and strategy for the District Sales Program
- Maintain an effective Marketing approach aligned with our branding guidelines, to include consistent customer proposals and communication, as well as hosting regular customer events
- Work with district and regional Product and Geo leaders to facilitate development of any product initiative
- Continually recruit and interview to find new potential candidates
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve sales results.
- Tracked weekly sales to develop detailed reports for senior leadership, using Power BI dashboard.
- Resolved complex problems impacting sales management by implementing cost-effective strategies.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Established territory boundaries and distribution routes to maximize service quality.
- Grew YOY sales 70% by consistently meeting and exceeding quotas.
Account Manager
Expeditors (M) Sdn Bhd
08.2014 - 11.2015
- Key Accountabilities
- To focus on designated key accounts of the company and take ownership
- To perform retention and penetration of designated key accounts and solicit new business from these accounts to increase the market shares
- To achieve budgeted revenue targets and account shares objectives
- To achieve 100% coverage on customers’ logistics decisions
- To uncover customer requirements, qualify opportunities and propose the right solution
- To safeguard strategic relationships with the designated key accounts
- To comply with the preset account documentation processes and productivity standards
- To be responsible for special projects as deemed necessary by the senior management.
Account Management Coordinator
Expeditors (M) Sdn Bhd
09.2012 - 07.2014
- Key Accountabilities
- Assist the Account Managers on daily enquiries from customer
- Prepare report which requested by respective customer on weekly and monthly basis
- Perform some analysis and share with the CRDM and Account Managers Provide rates and pricing support
- Support on container calculation for a specific customer.
Import Customer Service Coordinator
Expeditors (M) Sdn Bhd
04.2007 - 09.2012
- Key Accountabilities
- To perform airline tracking for all incoming shipments daily
- To liaise with our origin offices to coordinate on pick up arrangement
- To monitor cargo movement and ensure shipment dock in consignee’s plant in time
- Update daily, weekly and monthly report which requested by respective customer
- To perform audit on staff’s job based on monthly basis
- To compile on the shipment discrepancies which caused by airlines
- (eg: shipment damaged and delayed)
- Perform airline evaluation with the respective airline representative quarterly
- Provide support for customer enquiries
- Upkeep the airline schedules from time to time or if there are any changes
- To lead and guide the customer service team
- Running monthly report to monitor on the transit time and total shipment tonnage
- Conduct service review with customers quarterly or monthly
- Perform billing and arrange to dispatch billing invoices to customers
- Preparing analysis reports for the company to measure business & quality improvement
Education
Bachelor of Arts - Business Administration
Universiti Tunku Abdul Rahman
Kuala Lumpur, Malaysia 04.2004 - 03.2007
IATA Cargo Introductory Course (Diploma) -
IATA Training & Development Institute
Montreal, Canada04.2010
STPM - A Level -
Penang Free School
Penang, Malaysia12.2004
English Test (MUET) -
Malaysian University
06.2004
SPM - O Level -
SMK Convent Green Lane
Penang, Malaysia12.2002
Skills
- Confident in personnel data management
- Accuracy and timeliness in internal and external administrative duties
- Contract Management
- Trend Tracking
- Operational Efficiency
- Regional Sales and Support
- Effective Customer Communication
- Oasis CRM Master
- Product and Service Sales
- Customer Needs Assessments
- Revenue Growth
- Client Correspondence
- High proficiency on Microsoft Office and Power BI dashboard
Accomplishments
Awarded President Club for South Asia region in year 2020.
Attended Expeditors Leadership Platform Workshop in year 2018.
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Upper intermediate (B2)
Chinese (Cantonese)
Upper intermediate (B2)
Malay
Upper intermediate (B2)
Timeline
Regional Account Manager
Expeditors International Of Washington Inc
04.2019 - Current
District Sales Manager
Expeditors (M) Sdn Bhd
12.2015 - 03.2019
Account Manager
Expeditors (M) Sdn Bhd
08.2014 - 11.2015
Account Management Coordinator
Expeditors (M) Sdn Bhd
09.2012 - 07.2014
Import Customer Service Coordinator
Expeditors (M) Sdn Bhd
04.2007 - 09.2012
Bachelor of Arts - Business Administration
Universiti Tunku Abdul Rahman
04.2004 - 03.2007
IATA Cargo Introductory Course (Diploma) -
IATA Training & Development Institute
STPM - A Level -
Penang Free School
English Test (MUET) -
Malaysian University
SPM - O Level -
SMK Convent Green Lane
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