JANELLA TOH YI LIN
SINGAPORE
Summary
Professional, experienced Senior Customer Success Manager with strong background in fostering client relationships and ensuring satisfaction. Leveraged extensive customer feedback to drive process improvements and enhance service delivery. Demonstrated expertise in customer retention strategies and conflict resolution.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager
Quandoo Singapore
10.2024 - Current
- Training and Development Support: Support Team Lead in developing processes for identifying and executing training and development opportunities.
- Onboarding New Employee: Training Meetings, Shadowing and QA their work; Act as a mentor by supporting colleagues with day-to-day tasks; Proactive in replying questions in dedicated channels by colleagues.
- Acting Team Lead: Step up as acting Team Lead when he/she is absent; Handle escalation to the leadership team; Run the Team meetings; Monitor KPI tracking and team tasks.
- Customer Training / Demo: Conducting regular training sessions to keep customers informed of new features and ensure optimal product usage.
- Customer Relationship Management: Cultivating strong relationships with key accounts to foster trust and maintain clear communication channels.
- Customer Advocacy: Serving as the customer’s voice within the company, advocating for product or service enhancements based on their feedback.
- Upsell & Cross-sell: Collaborating with sales to identify and pursue upsell and cross-sell opportunities aligned with customer needs and product offerings.
- Retention Initiatives: Designing and implementing strategies to minimize churn and enhance customer loyalty.
- Onboarding: Facilitating a seamless onboarding experience, ensuring new customers quickly recognize the value of the product or service.
- Data Analysis: Leveraging customer usage data to anticipate churn risks, uncover expansion opportunities, and gain insights for ongoing improvements.
- Customer Feedback Loop: Continuously collecting and acting on customer feedback to enhance the overall experience.
Partner Support, Growth & Renewal Specialist
Quandoo Singapore
02.2021 - 09.2024
- Actively participated in team meetings, sharing best practices amongst colleagues to improve overall department performance levels.
- Continuously self-motivated, seeking opportunities for professional development and skill enhancement within the field of renewal management.
- Received recognition as a top performer due to exceptional customer service skills and consistently exceeding renewal targets.
- Customer Training / Demo: Conducting regular training sessions to keep customers informed of new features and ensure optimal product usage.
- Customer Relationship Management: Cultivating strong relationships with key accounts to foster trust and maintain clear communication channels.
- Customer Advocacy: Serving as the customer’s voice within the company, advocating for product or service enhancements based on their feedback.
- Upsell & Cross-sell: Collaborating with sales to identify and pursue upsell and cross-sell opportunities aligned with customer needs and product offerings.
- Retention Initiatives: Designing and implementing strategies to minimize churn and enhance customer loyalty.
- Onboarding: Facilitating a seamless onboarding experience, ensuring new customers quickly recognize the value of the product or service.
- Data Analysis: Leveraging customer usage data to anticipate churn risks, uncover expansion opportunities, and gain insights for ongoing improvements.
- Customer Feedback Loop: Continuously collecting and acting on customer feedback to enhance the overall experience.
Corporate Travel Manager
FCM Travel Solutions
04.2019 - 10.2020
- Recognized as the 'Top Novice' for 8 months of employment consistently exceeding sales targets and client satisfaction metrics.
- One time record under Global Novice board
- Account managed for 160 corporate clients and their travel arrangements. Achieving 20% to 30% reduction in travel expenses through strategic negotiations and supplier relationships.
- Delivered personalized travel solutions, resulting in a 70% increase in client retention and positive feedback
- Collaborated with clients to understand their travel needs and preferences, resulting in an improvement in overall customer satisfaction
- Conducted Visa consultation services for international travel, ensuring clients met all requirements and deadlines
- Worked closely with top executives and assistants to meet compliance with strict business schedules.
- Maintained meticulous records of all corporate travel expenses for budget tracking purposes.
Travel & Ticketing Team Lead
Prime Express Travel
10.2014 - 03.2019
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Worked closely with top executives and assistants to meet compliance with strict business schedules.
- Maintained meticulous records of all corporate travel expenses for budget tracking purposes.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
Hostel Supervisor
5 Footway.Inn Singapore
07.2011 - 08.2013
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Streamlined communication between departments through the implementation of an efficient internal messaging system.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Improved hostel efficiency by streamlining check-in and check-out procedures.
- Evaluated and promptly resolved lodging facility operational issues.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Maintained cleanliness standards throughout the hostel by overseeing housekeeping tasks and quality control checks.
Education
Tourism Management (Hospitality)
Tourism Management Institute of Singapore
Singapore11.2011
GCE 'O' Levels
North View Secondary School
Singapore12-2007
Skills
- Data-driven decision-making
- Customer Advocacy
- Relationship Management
- Upselling strategies
- Customer Feedback Analysis
- Customer Satisfaction
- Salesforce proficiency
- Customer Segmentation
- Customer Journey Mapping
- Client onboarding
- Customer Retention
- Stakeholder Management
Languages
English
Mandarin
Hokkien
Personal Information
- Date of Birth: 12/10/90
- Gender: Female
- Nationality: Singaporean
- Marital Status: Married
- Religion: Christianity
Awards
- Top Novice, FCM TRAVEL, 8 Months
- Global Top Novice, FCM TRAVEL, 2019
References
Available upon request.
Ethnicity
Chinese
Timeline
Senior Customer Success Manager
Quandoo Singapore
10.2024 - Current
Partner Support, Growth & Renewal Specialist
Quandoo Singapore
02.2021 - 09.2024
Corporate Travel Manager
FCM Travel Solutions
04.2019 - 10.2020
Travel & Ticketing Team Lead
Prime Express Travel
10.2014 - 03.2019
Hostel Supervisor
5 Footway.Inn Singapore
07.2011 - 08.2013
Tourism Management (Hospitality)
Tourism Management Institute of Singapore
GCE 'O' Levels
North View Secondary School
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