Meng Seng Poh
Summary
Customer Manager offering 5-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
11
11
years of professional experience
Work History
Client Services Account Manager
Tele-centre Services Pte Ltd
02.2019 - Current
- Collaborated with cross-functional teams to ensure timely delivery of services, exceeding client expectations.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Organized regular meetings between key stakeholders within the organization to discuss ongoing projects related to assigned accounts.
- Mentored junior team members on effective account management strategies, enhancing team productivity and skillsets.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Developed strong relationships with clients through consistent communication and proactive problemsolving.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Delivered exceptional service levels through thorough understanding of clients'' business objectives and priorities.
- Managed multiple high-value accounts, ensuring optimal service delivery and revenue growth.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Negotiated contract renewals successfully, retaining key clients in a competitive market landscape.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Managed accounts to retain existing relationships and grow share of business.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Played an instrumental role in winning new business from existing customers through effective relationship building techniques.
- Built relationships with customers and community to establish long-term business growth.
- Contributed to the development of marketing materials targeted at specific clients'' industries or sectors.
- Streamlined account management processes for improved efficiency and client retention.
- Implemented customer feedback loops, resulting in process improvements and increased client satisfaction.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Leveraged data insights to recommend strategic initiatives that led to better outcomes for both the company as well as its customers.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Self-motivated, with a strong sense of personal responsibility.
Management Executive
ST Engineering
05.2017 - 02.2019
- Increased team productivity by implementing efficient project management strategies.
- Streamlined operations for improved efficiency and cost savings through process optimization.
- Strengthened client relationships with consistent communication and proactive problem-solving efforts.
- Led cross-functional teams to successful project completion, fostering collaboration among diverse departments.
- Enhanced customer satisfaction levels by developing effective training programs for frontline employees focused on service excellence.
- Leveraged data analytics tools to make informed decisions about pricing strategies, promotional offers, and inventory management policies that boosted sales figures consistently over time.
- Established clear lines of accountability within the organization by defining roles and responsibilities for each function area explicitly during internal meetings or presentations.
- Call Quality Assurance: Weekly Call Audit
- Call Calibration with the Branch Head
- Handle difficult client’s situation and escalate and seek clarification from the Business Owner on participants’ feedback when necessary.
- Identifies emergencies and determines appropriate course of action
- Consolidate data from other Centre for preparation of monthly BCO Meeting materials
- Prepare monthly BCO Notes of meetings (NOM)
- Prepare a Certificate of Completion (COC)
- Prepare FTE for new projection requirement
- Identify process improvement for effective outcome
Quality Assurance Analyst Consultant
OPUS IT Services Pte Ltd
03.2013 - 04.2017
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Promoted a culture of continuous improvement within the QA team through regular training and skill development sessions.
- Supported the development of user acceptance criteria, ensuring alignment with business objectives and end-user expectations.
- Monitor and evaluate a high volume of calls for compliance and customer service skills.
- Monitor the effectiveness and quality of incoming calls, as well as the effectiveness of training received on products, services, system applications, etc.
- Determine weaknesses in performance and establish solutions to improve.
- Ensure compliance with company's quality systems.
- Identify process improvement opportunities.
- Review performance with Quality Assurance Manager.
- Generate and maintain feedback and coaching documentation.
- Offer daily feedback via verbal & written communication.
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the call centre.
- Attend various training and develop relevant skills.
- Attend calibration call sessions.
- Ability to work and complete projects without supervision, self-motivated.
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
- Training of new agents.
Education
No Degree -
Damai Secondary School
Singapore, SingaporeSkills
- Client Surveys
- Business Analytics
- Account Acquisition
- Rapport and relationship building
- Data Analytics
- Solution selling
- Decision-Making
- Time Management
- Customer Retention
- Customer Billing
- Customer Complaint Resolution
- Account Management
- Review of contracts
- Client Relationships
Timeline
Client Services Account Manager
Tele-centre Services Pte Ltd
02.2019 - Current
Management Executive
ST Engineering
05.2017 - 02.2019
Quality Assurance Analyst Consultant
OPUS IT Services Pte Ltd
03.2013 - 04.2017
No Degree -
Damai Secondary School
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