Goh Jia Ling Sheryl
Account Manager
Summary
Experienced Account Manager adept at establishing partnerships, preserving key accounts, and improving revenue streams. Possesses a strong background in both customer relationship management and strategic planning.
Overview
9
9
years of professional experience
Work History
Key Account Manager
Fullerton Health Pte Ltd
12.2020 - Current
- Oversaw new business development and customer servicing.
- Liaised between account holders and various departments.
- Secured high-value accounts through effective customer solutions and promoting compelling business opportunities.
- Analyzed account details such as utilisation, sales data and client comments to enhance understanding of client needs.
- Provided servicing, management and retention of over 100 accounts worth over $3.3 million.
- Assisted both the brokers and clients navigate the claims processing procedure, ensuring a smooth experience, when dealing with escalations.
- Maintaining a 100% retention rate for self-funded renewal clients.
- Preparation of communication decks and pre-renewal decks for self funded clients.
- Worked independently with minimal supervision.
- Prioritized tasks and projects to meet tight deadlines.
- Increased account retention rates by proactively addressing potential issues and implementing effective solutions.
- Streamlined internal processes to improve efficiency and productivity within the account management team.
- Significant enhancements made to the Aon Care program, spanning from the Aon Care Welcome Email to the Aon Care App interface.
- Promoted from Senior Executive to Assistant Manager in April 2022. Further promoted from Assistant Manager to Manager in October 2023.
Service Executive
DBS Private Bank
01.2019 - 12.2020
- Developed estimates by costing materials, supplies and labor.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recognition in DBS Private Bank: Received a raise in salary within 6 months into the job
Flight stewardess
Singapore Airlines Limited
09.2014 - 09.2018
- Deliver high standards of customer service to Economy and Business class passengers internationally
- Ensure high levels of passenger satisfaction through excellent in-flight service
- Ensure crew members and passengers are adhering to flight safety and security regulations
- Adopt a strategic and innovative approach in resolving service lapses and unforeseen situations
- Ability to adopt appropriate measures in the event of an emergency or medical situation
- Mentor and impart product knowledge and service practices to junior crew
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Diploma - Customer Relationship and Service Management
Republic Polytechnic
SingaporeSkills
- Microsoft Office (Word, Powerpoint, Excel)
- Web and Tech Savvy
- Quick Thinker and Problem solver
- Key Account Management and Business Development
- Customer Service and Assistance
- Renewal Opportunities
- Developing Partnerships
- New Account Creation
- Issue Resolution
- Daily Client Contact
Accomplishments
- Obtained more than 50 over letters of commendation from passengers and 5 internal compliments from superiors for outstanding in-flight services provided over the course of 4 years
- WSQ(Singapore Airlines Limited) - (SV-CS-302G-0) Build Relationships With Customers
- WSQ(Singapore Airlines Limited) - (SV-CS-302G-0) Offer Customized and Personalized Service
- WSQ(Singapore Airlines Limited) - (SV-CS-101G-1) Provide GEMS Service
- WSQ(Singapore Airlines Limited) - (SV-CS-102G-1) Deliver Service Excellence
- WSQ (Singapore Airlines Limited) - Wine Course/Workshop (2017)
- Received email compliments from the Head of GBM and the Head of Solutions during tenure at Fullerton Health.
Timeline
Key Account Manager
Fullerton Health Pte Ltd
12.2020 - Current
Service Executive
DBS Private Bank
01.2019 - 12.2020
Flight stewardess
Singapore Airlines Limited
09.2014 - 09.2018
Diploma - Customer Relationship and Service Management
Republic Polytechnic
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