Friendly Growth & Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively. Thorough Growth & Retention Specialist with 5-10 years of experience working in consumer and customer related industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers. Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 10 years of experience in Customer relations industry.
Hi, I’m
JANELLA TOH
Summary
Overview
9
years of professional experience
Work History
Quandoo Singapore
Growth & Retention Specialist
12.2021 - Current
Job overview
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Managed 1000+ accounts, maintaining strong relationships and identifying growth opportunities.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Increased client base by developing and implementing strategic growth plans for businesses.
- Improved customer retention rates through personalized and targeted marketing campaigns.
- Boosted revenue growth by conducting in-depth market analysis and recommending product or service adjustments.
Quandoo Singapore
Partner Support Specialist
02.2021 - 12.2021
Job overview
- Enhanced partner satisfaction by providing timely and efficient support on various issues.
- Streamlined communication with partners, ensuring prompt resolution of concerns and inquiries.
- Managed 1000+ accounts, maintaining strong relationships and identifying growth opportunities.
- Monitored partner performance metrics, identifying areas for improvement and implementing targeted action plans.
- Conducted regular check-ins with partners to gather feedback and assess their level of satisfaction with company's services.
FCM Singapore
Corporate Travel Consultant
04.2019 - 10.2020
Job overview
- Enhanced client satisfaction by providing personalized travel itineraries and recommendations based on individual preferences.
- Streamlined booking processes for increased efficiency, resulting in reduced turnaround times for travel reservations.
- Managed complex international travel arrangements, ensuring smooth and seamless experiences for business travelers.
- Developed strong relationships with suppliers to maintain high levels of service quality and support, benefiting both company and clients.
- Maintained 155 high level corporate accounts.
Prime Express Travel
Corporate Travel Agent
10.2014 - 03.2019
Job overview
- Increased client satisfaction by providing personalized and efficient corporate travel planning services.
- Streamlined booking processes for more accurate and timely reservations, improving overall service quality.
- Managed complex itineraries for high-profile executives, ensuring seamless travel experiences. Increased sales by 10%
- Educated clients on travel policies and procedures, ensuring adherence to corporate guidelines and budgetary constraints.
Education
Tourism Management Institute of SingaporeSingapore
Diploma from Tourism Management
University Overview
Skills
- Cross-Functional Communication
- Performance Evaluation
- Documentation Skills
- Persuasion Techniques
- Influencer Partnerships
- Performance Metrics
- Market Research
- Training and Development
- Critical Thinking
- Conflict Resolution
- Trend Tracking
- Multilingual Communication
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Korean
Elementary (A2)
Timeline
Growth & Retention Specialist
Quandoo Singapore
12.2021 - Current
Partner Support Specialist
Quandoo Singapore
02.2021 - 12.2021
Corporate Travel Consultant
FCM Singapore
04.2019 - 10.2020
Corporate Travel Agent
Prime Express Travel
10.2014 - 03.2019
Tourism Management Institute of Singapore
Diploma from Tourism Management
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