Nicole Zheng

• Assist walk-in clients on account opening and general account or transaction-related enquires/issues
• To make follow-up calls/emails to clients on:
  (a) FSMOne Account Opening Verification
  (b) Account holder personal details update requests (e.g. address/contact)
  (c) Compliance related matters (e.g. ECDD, Employment, CKA/CAR review etc.)
  (d) FSM+ AI applications
  (e) Estate Account enquiries
  (f) FSM Mobile App navigation/enquiries
  (g) Unidentified Payment/ 3rd party payments
  (h) Process Corporate Account Opening documents
  (i) Transfer In/Out requests/issues
• Full cover for B2B reception area during lunch time and certain period if needed
  • Support Live Chat enquiries
  • Support ad-hoc FSM Events from time to time

• Develop and implement sales strategies to achieve revenue targets for system integration solutions.
• Cultivate and maintain relationships with key clients, understanding their business needs and providing tailored solutions.
• Collaborate with cross-functional teams, including technical experts and project managers, to deliver integrated solutions on time and within budget.
• Conduct market research to identify new business opportunities and stay abreast of industry trends.
• Lead the negotiation and closure of contracts, ensuring mutually beneficial terms for both the company and clients.
• Provide regular reports and updates to senior management on sales performance, market trends, and competitor activities.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Attending partners events, conventions, and other meetings with primary mission of expanding market opportunities.
• Meet with clients, delivering presentations, and educating on product and service features and offerings.
• Generate monthly invoices for government agencies such as Singapore Land Authority, Government Technology Agency, National Parks Board, Civil Aviation Authority of Singapore etc for services provided for Secure Multi-CDN and Secure Multi-DNS Protection Services provided.

Achievements:

Developed and implemented sales strategies that consistently surpassed revenue targets for system integration solutions by 15% over the course of one year. Through adept negotiation and contract management skills, successfully secured contracts with key clients, resulting in a 20% increase in contract value and profitability.

• Increased sales revenue by identifying and pursuing new business opportunities.
• Developed and maintained long-term relationships with key clients for sustained growth.
• Developed competitive comparison tables of products/service pricing, fees, ratings, category and product performance to use for account sales calls.
• Negotiated prices, terms of sale and service agreements.
• Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
• Anticipated clients' needs by staying in touch on regular basis.
• Collaborate with technical teams to develop tailored proposals and solutions.

Achievement:

Played a pivotal role as the account manager in the consortium bid with TOFFS Technologies, contributing to the successful negotiation of pricing and terms for a multimillion-dollar three-year contract to provide Distributed Denial of Service (DDoS) mitigation services to Singapore government ministries

• Managed the end-to-end order processing cycle, from order placement to delivery.
• Collaborate with logistics teams to coordinate shipments, track deliveries, and resolve any issues promptly.
• Provided crucial support to the sales team by generating leads, qualifying prospects, and contributing to the overall sales pipeline.
• Answered customers' questions regarding products, prices, and availability.
• Effectively utilized Customer Relationship Management (CRM) tools to manage client interactions, track sales activities, and maintain accurate records.

Achievement:

Successfully streamlined order processing, collaborated with logistics teams to reduce delivery delays. Provided responsive customer service and optimized sales productivity through effective CRM utilization,

1. Proactive Monitoring:

2. VPN Connectivity Oversight:

3. System Health Checks:

4. Crisis Management:

5. Operational Reporting:

6. Collaborative Operations:

• Employ NetIQ to vigilantly monitor system health, promptly identifying and escalating issues to relevant support groups following established escalation procedures.
• Conduct continuous surveillance of VPN connectivity, including activities such as Voicewatch, TT4CS, FX Engine applications, and PowerDirect applications

• Execute routine system health checks and jobs to ensure optimal performance and identify potential issues before they escalate.
• Effectively respond to critical situations by managing tickets and executing crisis manuals, demonstrating a quick and strategic approach to problem resolution.
• Maintain a comprehensive record of operator activities in the operator report, ensuring accurate documentation for future reference.
• Prepare and submit daily operation reports summarizing key activities and noteworthy incidents.
• Collaborate closely with fellow operators to facilitate seamless knowledge transfer and task turnover between shifts.
• Share insights and best practices to enhance the overall efficiency and effectiveness of operations.
• Global monitoring and batch controlling of bank's Internal servers and system health status.

Achivement:

Successfully monitored system health and VPN connectivity, promptly addressing issues and conducting routine checks to ensure optimal performance. Demonstrated crisis management skills by effectively responding to critical situations and maintaining comprehensive operational records. Provided operational reporting and collaborated with fellow operators to facilitate seamless knowledge transfer and enhance overall efficiency. Utilized NetIQ for vigilant monitoring and executed collaborative operations, contributing to the global monitoring and batch controlling of the bank's internal servers and system health status.

• Assisted the sales team in day-to-day activities and operations.
• Helped with administrative tasks to keep things running smoothly.
• Managed daily tasks related to sales processes and coordination.
• Helped organize sales documents, presentations, and proposals.
• Maintained records and kept things well-organized.
• Managed daily tasks related to sales processes, including follow-ups from cold calls.
• Assisted in scheduling and coordinating activities for the sales team.

Achievemen:

Collaborated closely in scheduling and coordinating activities for the sales team, fostering a cohesive and efficient work environment.

• Aministrative Support:
• Provide general administrative support to the Managing Director
• Assist in organizing and scheduling meetings and appointments
• Handle phone calls and other forms of communication.
• Document Preparation:
• Draft and edit documents, memos, and correspondence.
• Prepare and format reports, presentations, and other business documents.
• Record Keeping:
• Maintain and organize files, records, and documents.
• Manage and update databases, spreadsheets, and other data.
• Communication:
• Act as a liaison between contractors and workers
• Travel Arrangements:
• Coordinate travel arrangements for MD
• Book flights, hotels, and transportation as needed.
• Office Management:
• Monitor and order office supplies.
• Ensure the office is well-organized and presentable.
• Meeting Coordination:
• Arrange and coordinate meetings, including room setup and scheduling.
• Prepare meeting agendas and take meeting minutes if required.

Achievement:

Embarked on a dynamic journey as a junior secretary, swiftly adapting to new responsibilities and acquiring essential skills in administrative support. Mastering effective time management techniques under the guidance of MD and senior colleagues.

• Checked in passengers efficiently, ensuring accuracy in ticketing and baggage handling.
• Assisted passengers with the check-in process, providing information on flight details and services.
• Managed baggage check and handling procedures, ensuring compliance with airline regulations.
• Assisted passengers with luggage inquiries and issues, providing solutions promptly.
• Facilitated smooth boarding processes, coordinating with airline staff and ensuring adherence to departure schedules.
• Assisted passengers during boarding, addressing any last-minute concerns or changes.
• Provided excellent customer service, addressing passenger inquiries, concerns, and requests.
• Resolved issues related to tickets, seating, and other passenger concerns efficiently.
• Made relevant announcements to passengers regarding boarding, delays, and other important information.
• Communicated effectively with passengers, airline staff, and other airport personnel.
• Provide special assistance to passengers with mobility challenges, unaccompanied minors, and other special needs.

Achievement:

Achieved valuable skills in customer service, communication, teamwork, and adaptability working for a a world-class aviation hub.