Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sharon Tan

Director, Professional Services
Singapore

Summary

Dynamic and results-oriented Senior Executive with over 15 years of experience across diverse sectors, including professional services, communications, and client success. Adept at leading cross-functional teams, optimizing operational processes, and driving strategic initiatives that enhance client satisfaction, retention, and overall business growth. Proven track record of managing high-profile projects and building lasting relationships with both internal and external stakeholders. Strong background in ERP implementations, project delivery, and resource management with a focus on improving efficiency and delivering value.

Overview

19
19
years of professional experience
2
2
Certifications
2
2
Languages

Work History

Director of Professional Services

Tessaract.io
01.2024 - Current
  • Leading the development of scalable frameworks and driving the success of international projects
  • Spearhead the creation and implementation of scalable frameworks to optimize project delivery, improve resource utilization, and meet client needs across multiple industries
  • Collaborate closely with clients to understand business requirements, aligning solutions with their objectives while overseeing cross-functional project teams
  • Directly liaise between internal teams and clients, ensuring seamless communication and exceptional service delivery
  • Partner with product owners to refine product offerings, enhance usability, and iterate on features
  • Manage resource planning, cost consolidation, and financial forecasting to drive strategic initiatives and funding
  • Successfully launched multiple international projects ahead of schedule, improving operational efficiency by 40% through process standardization
  • Key Achievements:
  • Reduced project delivery time by 40% by introducing best practices in project management and streamlined processes
  • Delivered key international projects on time, surpassing client expectations
  • Managed professional service team, celebrating milestones, supporting sales operations and determining future goals.
  • Led successful change management initiatives that positively impacted employee morale, productivity levels, and organizational culture.
  • Enhanced client satisfaction by streamlining service delivery processes and implementing quality control measures.
  • Collaborated with cross-functional teams to develop tailored solutions for complex client challenges, increasing customer loyalty and driving repeat business.
  • Established long-term partnerships with clients by providing exceptional support and expert guidance on their strategic goals.
  • Oversaw implementation and development of projects, minimizing operational deficiencies and driving customer satisfaction.
  • Provided oversight and direction on development of prospective product offerings.
  • Fostered a culture of continuous improvement among team members through regular feedback sessions, skill development workshops, and mentoring programs.
  • Built a strong reputation as a trusted advisor to clients through consistent demonstration of industry knowledge and expertise in professional services.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Director of Client Success

Tessaract.io
08.2017 - 01.2022
  • Focused on client engagement and driving customer retention initiatives
  • Developed tailored engagement strategies for B2B and B2C clients, achieving a 98% customer satisfaction rate
  • Directed cross-functional teams for marketing, partnerships, and onboarding processes, resulting in a 25% YoY increase in customer retention
  • Managed multiple simultaneous projects, ensuring on-time delivery without compromising service quality
  • Spearheaded operational improvements that reduced turnaround times for client deliverables by 20%
  • Identified and proactively addressed potential client challenges, contributing to business growth
  • Key Achievements:
  • Boosted customer retention by 25% through personalized engagement and proactive support strategies
  • Increased client satisfaction scores by 30% through the introduction of innovative feedback and support systems
  • Implemented innovative strategies for client success, including tailored services and proactive support.
  • Resolved escalated customer concerns promptly, taking necessary corrective actions to prevent future occurrences while preserving positive relationships.
  • Championed the adoption of customer success software, enabling better tracking and analysis of client data to drive informed decision making.
  • Mentored junior team members, providing guidance on best practices for managing client relationships and achieving success metrics.
  • Developed strong relationships with clients through regular communication and personalized attention, resulting in increased retention rates.
  • Spearheaded initiatives aimed at improving internal processes and workflows, resulting in more efficient service delivery to clients.
  • Cultivated a culture of continuous improvement within the Client Success team by soliciting staff input on potential enhancements and leading change efforts accordingly.
  • Collaborated closely with cross-functional teams to ensure seamless delivery of products and services to clients.
  • Enhanced client satisfaction by identifying and addressing key issues, streamlining processes and implementing effective solutions.
  • Conducted regular account reviews with both internal stakeholders and clients themselves, ensuring alignment on expectations and progress towards objectives.
  • Analyzed client feedback and data trends to develop targeted improvement plans for individual accounts.
  • Interacted with team members across departments to research and resolve customer issues.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Answered customer questions via telephone, email and live chat services.

Regional Brand & Communications Associate

BNP Paribas Wealth Management
09.2012 - 09.2014
  • Led brand communication efforts and managed industry relationships
  • Coordinated sponsorships and speaking engagements for the bank, raising its profile at regional and local industry events
  • Worked closely with the CEO and senior management to ensure communication strategies aligned with business goals
  • Managed media relations, press releases, and advertorials to enhance brand visibility and positive press coverage
  • Negotiated premium sponsorships, saving over $10,000 annually while securing key media placements
  • Key Achievements:
  • Delivered 100% on-time completion of marketing campaigns, achieving targeted brand visibility
  • Negotiated and secured sponsorships and media coverage, increasing brand visibility by 15% across key markets
  • Collaborated with cross-functional teams to develop cohesive messaging across various platforms.

Corporate Communications Executive

Singapore Petroleum Company Limited
10.2010 - 08.2012
  • Managed corporate messaging and employee engagement initiatives
  • Led internal and external communications, managing press releases, media statements, and Q&A materials
  • Orchestrated large-scale corporate events, including a major industry event with over 200 international guests
  • Managed CSR initiatives, improving brand reputation and aligning activities with organizational values
  • Key Achievements:
  • Successfully managed logistics and event delivery, achieving a 95% satisfaction rate from international guests
  • Delivered consistent corporate communications and strengthened internal team engagement

Corporate Communications Executive

Civil Aviation Authority of Singapore
08.2005 - 08.2008
  • Handled media relations and corporate communications for Changi Airport
  • Oversaw corporate newsletters, press releases, and media monitoring
  • Contributed to crisis communication strategies as part of the Crisis Management Task Force
  • Planned and executed high-profile events for C-level professionals, ensuring smooth logistics and coordination
  • Key Achievements:
  • Successfully organized major events with over 70 international leaders, receiving positive feedback
  • Streamlined internal processes, reducing invoice processing time by 25%

Education

Diploma - Business Administration (Marketing Management)

Singapore Polytechnic
Singapore, Null, Singapore
04.2001 -

Bachelor of Science - Banking And Finance

University of London
Singapore
07.2024 - 07.2024

Skills

Organizational Leadership

Cross-functional Team Leadership

Project Delivery

ERP Implementations

Client Relationship Management

Retention Strategies

Operations Improvement

Media Relations

Strategic Communications

Event Management

Stakeholder Engagement

Certification

Certified Scrum Master (CSM)

Timeline

Bachelor of Science - Banking And Finance

University of London
07.2024 - 07.2024

Director of Professional Services

Tessaract.io
01.2024 - Current

Director of Client Success

Tessaract.io
08.2017 - 01.2022

Regional Brand & Communications Associate

BNP Paribas Wealth Management
09.2012 - 09.2014

Corporate Communications Executive

Singapore Petroleum Company Limited
10.2010 - 08.2012

Corporate Communications Executive

Civil Aviation Authority of Singapore
08.2005 - 08.2008

Diploma - Business Administration (Marketing Management)

Singapore Polytechnic
04.2001 -

Similar Profiles

CREATE PROFILE
Sharon TanDirector, Professional Services