Felicia Hor
Summary
Dynamic Account Manager with expertise in building partnerships, retaining key accounts, and enhancing profit channels. Strong leader, proficient in growing a professional network, influencing decision-makers, and devising successful strategies. Collaborative and strategic team leader with a robust background in customer relationship management. Results-driven account management professional prepared for the next challenging role. Proven track record in cultivating client relationships and driving successful project outcomes. Known for strong collaboration skills and delivering consistent, impactful results. Highly skilled in strategic planning and client communication, with a reliable and adaptable approach to changing business needs.
Overview
23
23
years of professional experience
1
1
Certificate
Work History
Senior Account Manager
AIG Asia Pacific Insurance Pte. Ltd.
04.2017 - 11.2024
- Developed extensive knowledge of trends in the Singapore travel Insurance industry, staying ahead of market shifts.
- Gained in-depth familiarity with multiple insurance product lines, including Travel, Personal Accident (PA), and Health insurance.
- Contributed valuable insights during product development discussions, ensuring offerings aligned with customer needs and expectations.
- Specialized in managing TSA, airline partnerships, banking, and broker distribution channels.
- Demonstrated strong experience in B2C, B2B sales, focusing on online platforms, banks, airlines, and ferries.
- Planned and executed sales campaigns strategically to meet business objectives and drive growth.
- Fostered long-lasting client relationships by providing exceptional customer service and continuous support.
- Enhanced communication and collaboration between departments to improve problem-solving and overall effectiveness.
- Analyzed client behavior data to inform future account management strategies, resulting in higher retention rates.
- Drove increased revenue through strategic upselling and cross-selling initiatives.
- Excelled in a self-directed work environment, managing day-to-day operations and making independent decisions.
- Streamlined operational processes to improve coordination and achieve organizational goals more efficiently.
Senior Account Executive
AIG Asia Pacific Insurance Pte. Ltd.
12.2014 - 03.2017
- Specialized in managing Trade Specific Agents Distribution.
- Planned and executed sales campaigns to achieve business objectives
- Identified and analyzed key market opportunities
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients
- Expanded market share by identifying new business opportunities and securing high-value accounts
- Built relationships with customers and community to promote long term business growth
- Monitored service after sale and implemented quick and effective problem resolutions
- Contributed to event marketing, sales and brand promotion
- Secured 23 new accounts to increase company revenue and drive market share.
Sales & Marketing Senior Executive
China Airlines LTD.
01.2011 - 01.2014
- Developed and executed sales strategies that significantly increased sales and enhanced market presence.
- Managed and nurtured relationships with travel agency partners, corporate clients, and online travel agencies, driving business growth.
- Represented the company at trade exhibitions, events, and product demonstrations, expanding visibility and fostering new connections.
- Negotiated high-value contracts with new clients, leading to substantial revenue growth and business expansion.
Airlines Rep, Airport Ground Operation
China Airlines LTD.
01.2002 - 12.2010
- Directed workforce in executing all ground operation tasks, ensuring efficient airport operations.
- Managed key aspects of airport operation functions, ensuring smooth and timely execution of processes.
- Acted as a liaison to facilitate effective communication among various stakeholders, optimizing collaboration.
- Resolved customer complaints promptly and professionally, restoring customer confidence and preventing business loss.
Education
MBA - Business Administration
University of Roehampton
United Kingdom10-2025
Diploma - Tourism And Hospitality Management
Tourism Management Institution Singapore
Singapore11-2010
Skills
- Business development
- Schedule management
- Excellent negotiation skills
- Partnership development
- Digital marketing
- Business strategies
- Client relationship management
- Account management
- Networking skills
Languages
Chinese (Cantonese)
Advanced (C1)
Chinese (Mandarin)
Advanced (C1)
English
Advanced (C1)
Malay
Advanced (C1)
Certification
Singapore College of Insurance
- 10/2024 Certificate : ComGI
- 1/2014 Certificate : PGI , BCP
The Digital Insurer Academy (TDI)
Singapore • 01/2021
Certificate : Marketing & Customer Experience
Certificate : New Digital Model
Institute of Banking And Finance (IBF)
Singapore • 05/2022
Certificate : Digital Marketing
Certificate : Digital Insurance
James Cook School of IT
- Microsoft Excel, Words & Power Point
LinkedIn Certified Professional completed 2020-2022
- Sales Navigator - LinkedIn Learning
- Negotiation Skills for the Professional
- Essential Selling Skills
- Sales Closing Strategic
- Leading Crisis
- Improve Your Listening Skills
- Building Self Confidences
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Senior Account Manager
AIG Asia Pacific Insurance Pte. Ltd.
04.2017 - 11.2024
Senior Account Executive
AIG Asia Pacific Insurance Pte. Ltd.
12.2014 - 03.2017
Sales & Marketing Senior Executive
China Airlines LTD.
01.2011 - 01.2014
Airlines Rep, Airport Ground Operation
China Airlines LTD.
01.2002 - 12.2010
Singapore College of Insurance
- 10/2024 Certificate : ComGI
- 1/2014 Certificate : PGI , BCP
The Digital Insurer Academy (TDI)
Singapore • 01/2021
Certificate : Marketing & Customer Experience
Certificate : New Digital Model
Institute of Banking And Finance (IBF)
Singapore • 05/2022
Certificate : Digital Marketing
Certificate : Digital Insurance
James Cook School of IT
- Microsoft Excel, Words & Power Point
LinkedIn Certified Professional completed 2020-2022
- Sales Navigator - LinkedIn Learning
- Negotiation Skills for the Professional
- Essential Selling Skills
- Sales Closing Strategic
- Leading Crisis
- Improve Your Listening Skills
- Building Self Confidences
MBA - Business Administration
University of Roehampton
Diploma - Tourism And Hospitality Management
Tourism Management Institution Singapore
Reference
Ignatius Chng mobile: +65 8228 0428
Current Job title: Regional Head of Business Development,
Euro Assistance
Relationship: Formal reporting Manager, 2012 – 2018 Vice President
Personal Insurance, AIG
Eddie Kheng mobile: +65 9772 3257
Current Job title: Travel Underwriter Manager, AIG
Relationship: Formal Reporting Manager, Year 2018 – 2021
Zelene Lin mobile: +65 8511 9413
Formal Job title: Head of Travel, AIG
Relationship: Reporting Manager Year 2022 to 2024
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