Microsoft Office
Queenie Lim
Customer Experience Team Leader
Singapore
Summary
I have a diverse background with a strong focus on client success, team leadership, and process optimization. Currently, as a Team Leader at M-DAQ Payment Solutions, I manage a team of four, oversee recruitment, managing 15 salesperson's portfolio and enhance operational processes based on client feedback with cross departments. I also handle client onboarding and compliance, while covering sales portfolios in Singapore, Malaysia and Hong Kong. I managed 150+ client accounts, maintained high success rates, and led training initiatives.
The experience spans senior roles in partnership support and client success at Osome Pte. Ltd., whereby I contributed to sales growth and earned recognition as a top performer.
Earlier roles in administration, leasing, and as a flight stewardess further demonstrate the versatile skill set and customer-focused approach.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Team Leader
M-DAQ Payment Solutions Pte. Ltd.
01.2022 - Current
- Company Overview: subsidiary of M-DAQ Pte Ltd
- Manages a team of four, oversee recruitment, streamlined job roles and scope, and collaborated on KPI planning for 2024
- Identify process gaps, design training processes, and utilize client's feedback to enhance operations
- Ensuring seamless account on boarding, working on both internal and external compliance related matters for clients and also, working on periodic reviews for existing clients
- Managed 150+ client accounts, ensuring international payment needs were met, maintained a 95% payment success rate, and conducted client education sessions resulting in a 50% increase in engagement
- Built strong relationships, guided on boarding, served as a liaison for issue resolution, provided product training, led a transition to Confluence, acted as the initial client contact, and played a vital role as a knowledge champion in the sales team for organizational success
- Working closely with cross departments to identify and resolve gaps and issues regarding processes or policies
- Lastly, covering 16 sales manager’s portfolio from Singapore’s team, 2 sales manager’s portfolio from Hong Kong’s team and Malaysia team
Senior Partnership Support Executive
Osome Pte. Ltd.
06.2021 - 01.2022
- Managed 100+ key accounts, boosting Q3 2021 sales revenue by 30% to $1.5M
- Ensured seamless communication with teams, assisted partners, and provided feedback for platform enhancement at Osome
Senior Client Success Executive
OSOME PTE. LTD.
01.2020 - 05.2021
- Established trusted client relationships, collaborated with teams to address concerns, and identified revenue opportunities at Osome
- Maintained high service standards, liaised with bank partners, and adapted internal policies, earning recognition as a Top Performer, including Overall Top Performer in 2020
Administrative Officer(CONTRACT)
WahHin&Co.
07.2019 - 11.2019
- Provided executive support to senior leadership, managed board meetings and shareholder gatherings, and successfully coordinated Wah Hin & Co.'s anniversary event, showcasing strong project management skills and meticulous meeting minutes
Leasing Executive, Personal Assistant and Account Manager
Lee Holdings Pte Ltd
09.2017 - 04.2018
- Conducted property viewings and managed appointments, ensured inventory accuracy, provided guest services, and maintained accounts and online bookings
- Managed financial transactions, coordinated maintenance, offered administrative and translation support, facilitating seamless operations and customer satisfaction
Flight Stewardess
Singapore Airlines Pte. Ltd.
03.2015 - 08.2017
- Demonstrated in-depth knowledge of in-flight procedures, ensuring a seamless passenger experience, proficiency in food and beverage handling, multicultural engagement, and a customer centric approach
- Proactively resolved conflicts, managed passenger seating and requests, prioritized safety, mentored new crew members, received passenger compliments, earned 'Best Groomed trainee' recognition, and consistently achieved a 96% passing rate on quarterly assessments, highlighting dedication to excellence
- Enhanced passenger satisfaction by providing exceptional customer service and addressing individual needs.
- Managed in-flight entertainment offerings for passengers, troubleshooting any technical issues that arose during flights.
- Contributed to on-time departures and arrivals by efficiently completing pre-boarding preparations and post-flight duties.
- Implemented quick thinking under pressure to address unexpected challenges or changes in plans while maintaining high-quality service levels.
- Assisted passengers with special needs or requests, ensuring a positive travel experience for all guests.
- Handled emergency situations calmly and professionally, effectively applying first aid skills when necessary.
- Maintained a clean and comfortable cabin environment for passengers through regular cleaning, organization, and seat adjustments.
- Participated in ongoing training programs to stay up-to-date on industry regulations, safety protocols, and customer service techniques.
- Ensured safety and well-being of passengers by conducting thorough pre-flight safety demonstrations and equipment checks.
- Resolved passenger conflicts and medical emergencies during flights.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
Sales Administration Assistant (CONTRACT)
Netpoleon Solutions Pte.Ltd.
10.2010 - 07.2011
- Compiled and analyzed data, delivering insights to key stakeholders for informed decision making
- Resolved order and inventory challenges through analytical analysis and innovative solutions
- Conducted sales calls to promote software products and efficiently managed customer databases for effective marketing and relationship management
Education
Diploma in Commerce - Business Administration
Kaplan Higher Education
04.2013 - 05.2014
HigherNitec - Electronic Engineering
Higher National Institute of Technical Education Singapore
01.2008 - 01.2010
Skills
AML/KYC
Sales and Revenue Growth
Client Relationship Management
Communication and Collaboration
Customer Service Excellence
FX Spot
Coaching
Complaint resolution
Daily workflow improvement
Safety processes and procedures
Expectation setting
Leadership
Problem-solving abilities
Multitasking Abilities
Adaptability
Time management abilities
Professionalism
Reliability
Conflict Resolution
Quality Assurance
Operational Efficiency
Performance Management
Customer Relationship Management
Strategic Planning
Regulatory Compliance
Cross-functional team leadership
Organizational Development
Certification
Proficient in Microsoft Office, Canva, Slack, XERO, Google Office Suite, Talenox, Miro, 3CX, JIRA, Confluence, HubSpot, Notion
Software
Google Office Suit
Canva
Slack
Xero
Telenox
Miro
3CX
Jira
Confluence
Hubspot
Notion
Timeline
Team Leader
M-DAQ Payment Solutions Pte. Ltd.
01.2022 - Current
Senior Partnership Support Executive
Osome Pte. Ltd.
06.2021 - 01.2022
Senior Client Success Executive
OSOME PTE. LTD.
01.2020 - 05.2021
Administrative Officer(CONTRACT)
WahHin&Co.
07.2019 - 11.2019
Leasing Executive, Personal Assistant and Account Manager
Lee Holdings Pte Ltd
09.2017 - 04.2018
Flight Stewardess
Singapore Airlines Pte. Ltd.
03.2015 - 08.2017
Diploma in Commerce - Business Administration
Kaplan Higher Education
04.2013 - 05.2014
Sales Administration Assistant (CONTRACT)
Netpoleon Solutions Pte.Ltd.
10.2010 - 07.2011
HigherNitec - Electronic Engineering
Higher National Institute of Technical Education Singapore
01.2008 - 01.2010
Proficient in Microsoft Office, Canva, Slack, XERO, Google Office Suite, Talenox, Miro, 3CX, JIRA, Confluence, HubSpot, Notion
Intro to SaaS Sales By Corey Kossack
Brilliant Customer Service: How to Impress your customers! By Lecturio GmbH
Customer Service: Soft Skills Fundamentals. By Samara Wenten (Customer Service Veteran)
Certificate in Financial Trading – Fundamentals of FX and Commodities by SMU
WSQ Effective Business Negotiation Level 4 – The Leadership Institute
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