Janella Toh
Team Lead/Manager/Senior
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Experienced with managing customer relationships and delivering exceptional support to ensure satisfaction and loyalty. Utilizes effective communication and problem-solving skills to address client needs and implement solutions.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Customer Success Team Lead/Senior Specialist
Quandoo Singapore
10.2024 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
Customer Success Specialist
Quandoo Singapore
02.2021 - 09.2024
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
- Negotiated contract renewals/upgrades with existing clients leading to increased revenue streams.
- Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
Corporate Travel Consultant
FCM Travel Solutions
04.2019 - 10.2020
- Specialized in booking Commercial flights and hotels for client's employees traveling to conferences and meetings.
- Saved clients on overall travel costs by finding most affordable ticket and lodging options.
- Conducted regular reviews of vendor performance to ensure ongoing alignment with company standards and expectations, leading to continuous improvement in services offered.
- Proactively identified potential challenges related to visa requirements or entry restrictions, mitigating risks associated with international business travel.
- Spearheaded efforts in crisis management during unforeseen events or disruptions, minimizing negative impacts on client travel plans.
Travel & Ticketing Incentive Lead
Prime Express Travel Pte Ltd
04.2014 - 03.2019
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Supervisor
5Footway.Inn
11.2011 - 02.2013
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Education
Diploma in Applied Management For Future Workspace
Ngee Ann Polytechnic
Singapore 04.2001 -
Diploma in Tourism (Hospitality)
Tourism Management Institute of Singapore
Singapore 04.2001 -
Skills
Operations management
Performance monitoring
Process improvement
Coaching and mentoring
Client communication
Strategic planning
Deadline management
Sales support
CRM software
Dispute resolution
Cross-functional coordination
System implementation
Timeline
Customer Success Team Lead/Senior Specialist
Quandoo Singapore
10.2024 - Current
Customer Success Specialist
Quandoo Singapore
02.2021 - 09.2024
Corporate Travel Consultant
FCM Travel Solutions
04.2019 - 10.2020
Travel & Ticketing Incentive Lead
Prime Express Travel Pte Ltd
04.2014 - 03.2019
Supervisor
5Footway.Inn
11.2011 - 02.2013
Diploma in Applied Management For Future Workspace
Ngee Ann Polytechnic
04.2001 -
Diploma in Tourism (Hospitality)
Tourism Management Institute of Singapore
04.2001 -
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