Jacqueline Ruzsicska
Summary
Accomplished Senior Relationship Manager, Operations Manager and Customer Service Specialist with aspirations to productively use a suite of transferable skills in the field of sustainability. Key strengths include excellent stakeholder management abilities, delivering first-class customer service to all clients, including high net worth individuals; operational and administrative oversight and management; and leading / working within high-performing teams that drive strategies to achieve organisational objectives and optimise value. Dedicated [Industry] professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
XIGNAM CONSULTING PTE. LTD.
09.2023 - 12.2023
- Develope strategic partnership in Asia to grow company as the region’s leading visa consultant by 2028
- Enhanced application status tracking visibility and efficiency by 100% through meaningful data clean up
- Increased customer payable status visibility to assist sales team business target functions
- Modified application process workflow to increase customer satisfaction and submission target by 20%
- Spearheaded completion of the office space revamp activity by -1 day and achieved under budget by -20%.
Senior Relationship Manager
HENLEY & PARTNERS SINGAPORE PTE. LTD.
01.2023 - 08.2023
- Applied business communications strategy and delivered sprint presentation to Group Head of Private Clients (Member of the Executive Committee)
- Obtained green light for group and company-level discussion using data to provide insights on non-submitted clients.
Relationship Manager
HENLEY & PARTNERS SINGAPORE PTE. LTD.
04.2021 - 12.2022
- Established excellent relationships with sales team to achieve cross functional win-win deliverables
- Spearheaded and improved client distribution visibility by 50% with implementation of team workload capacity point system
- Surpassed 2022 KPI by 20% and achieved first direct customer sales referral in a non-sales capacity.
Customer Service Executive Permanent
KEPPEL ELECTRIC PTE. LTD.
04.2019 - 04.2021
- Delivered 100% on-time of manual and digitalised consumption data for monthly billing cycle through collaborative vendor engagement
- Raised and accelerated same-day team email and call-back response time KPI by 40% with exceptional resolution of customer issues and effective responses to inquiries.
Customer Service Executive Contract
KEPPEL ELECTRIC PTE. LTD.
01.2019 - 03.2019
- Demonstrated high-quality job performance.
Repair Planner After Sales Service
BULGARI SOUTH ASIAN OPERATIONS PTE. LTD.
02.2017 - 12.2018
- Built a new category pricing list for leather goods, which increased department leather goods repair turnaround time by 30% and significantly reduced service centre job confirmation
- Managed and delivered 100% accountability of repairs, especially high-value products, achieving zero service centre liability costs.
Retail & Operations Manager
PLATINUM TALES PTE. LTD.
01.2014 - 02.2017
- Sole distributor in Singapore for quality Australian children's costumes start-up business
- Delivered the best sales results in October 2014 for Takashimaya Shopping Centre's Children's department
- Closed 2015 and 2016 Takashimaya Shopping Centre Children's Department Halloween engagements.
Education
Diploma in International Business -
Southern Cross University, Australia
03.2005
Skills
- Account Management
- Agile Methodologies
- Business Development
- Change Management
- Customer Relations
- Customer Service
- Office Management
- Operations Management
- Sustainability Advocacy
- Leadership: Natural leader committed to delivering sustainable solutions
- Performance: Consistently achieve challenging personal and organisational objectives
- Organisation: Excellent strategic planning, data analysis and resource management abilities
- Communication: Effective communicator, articulate speaker, presenter and negotiator
- Interpersonal: Collaborative team player with effective rapport-building skills across all stakeholders
- Creativity: Innovation-focused, applying creative problem-solving and critical-thinking abilities
- Languages: Fluent English, good Cantonese and Mandarin, and conversational Bahasa Melayu
- IT: MS Office (ICDL Advanced Word and Excel), Apple Certified Pro Final Cut Pro X Level One
- Customer Account Management
Certification
Digital Transformation & Change Management: Rapid & Immersive Skill Enhancement 2.0, Boston Consulting Group, 08/2023
Skills Future Programme
SkillsFuture Career Transition Programme Advanced Certificate in Driving Sustainability for the Future: The Future of Work through a Sustainable Lens, Singapore Management University, 09/2023, 03/2024, Module 1: Sustainability, Community, and the Future of Work, Module 2: Mapping Climate, Carbon and Environmental Systems into the Future, Module 3: Reframing Business Models with Circularity and Sustainable Supply Chains, Module 4: Enhancing Transparency, Governance and Ethics, Module 5: Sustainable Finance: Panorama and Perspectives, Module 6: Tracking progress: ESG Disclosures, Reporting and Communication
Achievements Projects
- BCG RISE Capstone Top 2 (Digital Transformation and Change Management), Delivered presentation to corporate partner on transforming service channel through next-generation technology interventions and innovative customer journey to uplift overall engagement.
- BCG RISE Top 2 Digital Use Case Presentation, Delivered presentation on 5G Technology business case for change and stakeholder management.
Timeline
Customer Success Manager
XIGNAM CONSULTING PTE. LTD.
09.2023 - 12.2023
Senior Relationship Manager
HENLEY & PARTNERS SINGAPORE PTE. LTD.
01.2023 - 08.2023
Relationship Manager
HENLEY & PARTNERS SINGAPORE PTE. LTD.
04.2021 - 12.2022
Customer Service Executive Permanent
KEPPEL ELECTRIC PTE. LTD.
04.2019 - 04.2021
Customer Service Executive Contract
KEPPEL ELECTRIC PTE. LTD.
01.2019 - 03.2019
Repair Planner After Sales Service
BULGARI SOUTH ASIAN OPERATIONS PTE. LTD.
02.2017 - 12.2018
Retail & Operations Manager
PLATINUM TALES PTE. LTD.
01.2014 - 02.2017
Diploma in International Business -
Southern Cross University, Australia
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