Yvonne Wang

Clarivate is an analytics company that operates a collection of subscription-based services, in the areas of bibliometrics and scientometrics; business / market intelligence, and competitive profiling for pharmacy and biotech, patents, and regulatory compliance; trademark protection, and domain and brand protection

• Handled a constantly high volume of customers’ queries (emails, live chat, phone calls)
• Increased customer satisfaction by resolving customers' queries in a timely manner
• Identified issues, analyzed information and provided solutions to problems
• Delivered exceptional level of service to each customer by listening to concerns and answering questions
• Worked with internal stakeholders in an efficient manner to resolve customers’ queries
• Provided level 2 support for Publons (platform for academics to track, verify, and showcase their peer review and editorial contributions for academic journals)
• Provided training and support to colleagues on product knowledge and case management

IDEXX is a worldwide leader in pet healthcare innovation, serving veterinarians around the world a broad range of diagnostic products and services

Conducted 45 continuing education sessions to veterinarians, veterinary technicians and nurses in Singapore and Philippines. Addressed customers’ concerns, reinforcing and correcting sample preparation procedures and increase their confidence in the products by effective coaching. Rolled out a series of onboarding, product and troubleshooting training to a distributor team of 17 people.

• Installed IDEXX in-house diagnostics analyzers on-site in veterinary laboratories island-wide
• Conducted end-user training at point of installation for veterinary laboratory technicians
• Provided after-sales technical support for IDEXX equipment to distributors and end-users in Singapore, Philippines, Indonesia, and Malaysia
• Conducted "Lunch & Learn" sessions to veterinarians, vet technicians and nurses as part of continuing education efforts
• Conducted product and troubleshooting training for distributors
• Acted as a liaison between IDEXX Reference Laboratories (West Sacramento) and end-users for advanced troubleshooting and equipment exchange

Distributor in the biomedical and life science industry, providing innovative technologies to improve the quality of life to the customers

Built great relationship and trust with customers, thus increasing sales.

• Responsible for sales of veterinary product lines (IDEXX, iM3)
• Responsible for sales of human diagnostic product lines (Becton Dickinson, Phadia)
• Provided after-sales support for IDEXX and iM3 customers in Singapore

• Managed enquiries and generated quotations for customers
• Participated in symposium and events

• Processed incoming orders
• Procurement of stocks from suppliers

Leading ship medical supplier that supplies and delivers medicines, surgical equipment and consumables to ships sailing through or from Singapore

Headed the operations department handling daily operations in a stressful and fast-paced working environment

• Processed orders from customers including local and overseas shipping companies, ship owners, walk-in customers etc
• Coordinated scheduling of vessel medical supplies inspections, disposal of expired medications, issuing of certificates for medical supplies aboard vessels etc.

• Handled incoming email, fax, phone, and walk-in enquiries

• Performed blood collection from adults and babies
• Performed blood and urine analysis
• Carried out electrocardiogram tests

• Performed analysis of patients’ samples in Biochemistry, Hematology, Blood bank, and Microbiology laboratories
• Troubleshoot, maintain and perform quality control on laboratory analyzers to ensure they are in optimal working condition
• Phlebotomy internship at National University Hospital and National Healthcare Group
• Attended phlebotomy training (3 weeks): Theory and hands-on

• Performed analysis of patients’ samples (Biochemistry, hematology, microbiology)
• Troubleshoot, maintain and perform quality control on laboratory analyzers to ensure they are in optimal working condition

Jurong Polyclinic Laboratory Internship

· Handled laboratory analyzers and performed point-of-care tests

· Interacted with patients and practiced phlebotomy skills