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Maggie Khoo
Key Account Manager
Summary
Dynamic Key Account Manager with a proven track record at C.H. Robinson, enhancing client relationships and driving business growth through strategic account management and cross-functional collaboration. Excelled in data-driven decision making and problem-solving, achieving consistent account performance improvements. Skilled in multitasking and adaptability, with a focus on achieving over 15% revenue growth in key accounts.
Overview
20
20
years of professional experience
22
22
years of post-secondary education
Work History
Key Account Manager
C.H. Robinson
11.2016 - Current
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
- Strengthened client relationships through regular communication and effective problem solving.
- Developed customized proposals for potential clients, demonstrating value of the company's products and services.
- Developed and delivered presentations to key customers to position products and services.
- Built and maintained strong client relationships to drive business growth.
- Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.
- Created sales forecasts to target potential leads, monthly and yearly objectives.
- Expanded key account base by identifying and cultivating new business opportunities.
- Organized cross-functional teams to address complex client requests or projects efficiently, resulting in increased satisfaction levels among key accounts holders.
- Implemented strategic sales plans to achieve consistent revenue growth across key accounts.
- Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Supported sales and reporting for large and medium-sized accounts.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
- Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
- Mentored junior members of the team in key account management best practices, fostering a culture of continuous learning and professional growth within the organization.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Managed complex negotiations with key accounts, securing long-term partnerships.
- Developed comprehensive account plans, setting clear objectives and strategies for growth.
- Identified and resolved potential account issues before they escalated, maintaining high levels of client satisfaction.
- Improved client retention rates with personalized follow-up strategies and problem-solving techniques.
- Negotiated prices, terms of sales and service agreements.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Met existing customers to review current services and expand sales opportunities.
- Informed customers of promotions to increase sales productivity and volume.
- Monitored service after sale and implemented quick and effective problem resolutions.
- To visit customer at site, meetings, incoming calls, 200s emails per day from customer, vendors, carriers, operational, finance, etc.
- Developed and maintained strong relationships with key clients to ensure long-term business growth.
- Facilitated training sessions for new account management staff, sharing best practices and experiences.
- Drove revenue growth by negotiating favorable contract terms with major accounts.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- To review Account Management portfolio (Revenue tracker, uptrend, downtrend), identified new business opportunities internal/external portfolio.
Project Manager
Asia Marine Logistics
12.2011 - 07.2016
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Provided detailed project status updates to stakeholders and executive management.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team's ability to deliver results.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
- Negotiated and managed third-party contracts related to project deliverables.
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Coordinated material procurement and required services for projects within budget requirements.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost-effectiveness.
- Created accurate budgets based on resource requirements, allowing for optimal allocation of funds across all aspects of the projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Ensured projects aligned with strategic objectives, working closely with senior management to refine project goals.
- Facilitated smoother project transitions, ensuring thorough documentation and effective handovers.
- Fostered culture of continuous improvement, conducting post-project reviews to identify lessons learned and best practices.
- Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
- Streamlined procurement process for project materials, reducing wait times and avoiding potential delays.
- Developed comprehensive risk management plans, minimizing project delays and unexpected challenges.
- Reduced project costs, negotiating contracts with suppliers and optimizing resource allocation.
- Oversaw implementation of new project management software, facilitating more efficient workflow and better project tracking.
- Monitored project progress, identified risks and took corrective action as needed.
Customer Support Executive
Agility Project Logistics
01.2008 - 11.2011
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Streamlined support processes for faster resolution times and increased customer loyalty.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Assigned and designated job territories to customer care staff according to performance and history.
- Collaborated with product development team to report and address recurrent product issues.
- Personalized customer interaction strategies, leading to increased engagement and satisfaction.
- Enhanced onboarding process for new customers, leading to smoother initial experience.
- Fostered culture of continuous improvement, encouraging team members to suggest service enhancements.
- Negotiated with suppliers to expedite part replacements for customers, enhancing service satisfaction.
- Streamlined communication between departments, improving response times to customer inquiries.
- Optimized knowledge base for easier access to information, improving customer self-service options.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified and resolved discrepancies and errors in customer accounts.
Logistics Executive
Panasonic Logistics Asia
02.2005 - 01.2008
- Achieved and exceeded revenue goals and KPIs.
- Used SAP system to coordinate and monitor outgoing and inbound deliveries.
- Oversaw scheduling for day-to-day activities of transportation as well as warehouse employees and contractors..
- Established strong relationships with carriers and vendors to ensure on-time deliveries and reduce the risk of supply chain disruptions.
- Analyzed processes and supply chain operational data to track trends, expectations and performance.
- Optimized transportation budget allocation by regularly evaluating carrier performance data and making informed decisions based on cost and service quality.
- Oversaw supply chain vendor pricing, inventory management and stock distribution.
- Improved shipment tracking capabilities by integrating advanced technology solutions into existing logistics processes.
- Documented physical supply chain processes such as workflows, cycle times, position responsibilities and system flows.
- Collaborated with sales and marketing teams to align logistical support with promotional campaigns, ensuring product availability during peak demand periods.
- Worked with internal and external partners to meet customers' complex needs while adhering to state, national and international constraints and guidelines.
- Directed shipping and receiving of wide range of products daily.
- Maintained updated knowledge of functional technology and leveraged information to drive innovation.
- Developed logistical checklists to guide activities support.
- Delivered logistic support to leverage existing resources with cost-effective savings.
- Provided procurement of goods, provision of transportation services, tracking of movement and change to support safe and secure operations.
- Coordinated mission details and communicated with unit to convey changes.
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.
- Tracked production and quality control systems to proactively identify deficiencies.
- Conducted research to address shipping errors and packaging mistakes.
- Reviewed and negotiated contracts with carriers to optimize shipping costs.
- Organized records of vehicles, schedules and completed orders.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Coordinated international shipments, navigating complex customs requirements and ensuring compliance with import/export regulations.
Education
Associate of Science - Diploma in International Freight Management
Singapore Logistics Association
Singapore 01.2003 - 01.2025
Skills
Key account management
Client relationship building
Account management
Business development
Account development
Cross-functional collaboration
Data-driven decision making
Account performance analysis
Account presentations
Business strategies
Problem-solving abilities
Multitasking
Decision-making
Organizational skills
Reliability
Teamwork
Accomplishments
- Supervised team of 5 staff members.
- Conduct 4-days workshop with customer and operation team members.
- Used Microsoft Excel to develop sales quotes tracking spreadsheets.
- To coach team member to use data analysts and PPT presentative skill
- To contribute my best knowledge to grow and learn together with the team
Interests
Timeline
Key Account Manager
C.H. Robinson
11.2016 - Current
Project Manager
Asia Marine Logistics
12.2011 - 07.2016
Customer Support Executive
Agility Project Logistics
01.2008 - 11.2011
Logistics Executive
Panasonic Logistics Asia
02.2005 - 01.2008
Associate of Science - Diploma in International Freight Management
Singapore Logistics Association
01.2003 - 01.2025
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