Zhi Xiang Chew
Customer Success Manager
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Summary
Experienced Customer Success Manager with a strong track record in sales and leadership, adept at driving product adoption and renewals. Possesses in-depth knowledge of sales operations, providing valuable support through comprehensive sales training and proficient handling of account opening, review & assessment, and end-to-end KYC support. Demonstrates exceptional leadership skills in building and leading high-performing teams, employing a motivational approach to drive success. Proactively builds and maintains customer relationships, promoting products and making targeted recommendations to drive revenue growth. Maintains customer loyalty through exceptional, friendly, and skilled support. Detail-oriented and collaborative team player with excellent organizational skills, excelling in managing multiple projects simultaneously with unwavering accuracy and efficiency
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Cobo
01.2023 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played an instrumental role in client satisfaction by working with operational teams to properly resolve service issues.
- Oversaw proper maintenance and dissemination of filing documentation as well as records and reports for review by various departments.
- Lead the team in the overall KYC process, assisting in both compliance and client matters.
Sales Operations Lead
Cobo
01.2022 - 01.2023
- Managing relationships with corporate and institutional clients to achieve sales targets and business objectives by driving volume through various services such as wallet (WaaS) / staking (StaaS) / defi (DaaS) and asset management, as well as marketing our entire ecosystem.
- Lead the team in overall KYC process, assisting in both compliance and client matters.
- Working closely with internal stakeholders to effectively triage, manage and prioritize incoming client requests through to resolution, including delegating across teams of subject matter specialists to solve client issues.
- Developing strong internal relationships to optimize service delivery and ensure all practices are in line with internal guidelines and statutory requirements.
Marketing Expert for Facebook
TDCX
05.2021 - 12.2021
- Strategized social media campaigns for clients, helping to meet goals and reach untapped potential customers.
- Increased audience engagement with brand's page and Instagram.
- Evaluated monthly performance statistics and used data to inform future strategies.
- Increased customer engagement through social media.
- Managed 150 books of advertiser throughout AUNZ market.
Branch Sales & Service Manager
Standard Chartered Bank
03.2020 - 05.2021
- Marketed bancasurrance to targeted audience at trade shows and events.
- Attracted new clientele and developed customer relationships by hosting product-focused events.
- Held weekly meetings with branch managers to identify techniques to overcome sales obstacles.
- Held one-on-one meetings with financial service consultants to identify selling hurdles and offered insight, including investment specialist into how best to remedy such issues.
- Completed M1B,M5,M9,BCP,HI and PGI papers.
- Managed branch sales, customer service, finances, and recordkeeping.
Lifestyle Concierge
Aspire Lifestyles
08.2018 - 12.2019
- Manages lifestyle's request for the high net-worth
- Works closely with lifestyle relationship managers to satisfy the clients.
- Work closely with the team to provide ultimate satisfaction for our clients,
- Organized and prioritized work to complete assignments in a timely, efficient manner.
Microsoft Product Advisor
CPM Consulting
07.2017 - 07.2018
- Work closely with region's sales team to execute sales strategies and plans.
- Achieve and pushed for sales targets & KPI's that were set for team.
- Responded to customer requests via telephone and email.
- Daily reports of in-store activities, stocks level.
- Help assist with huge IT shows, and achieve top sales for 4 consecutive times.
- Researched and updated all required materials needed for firm and partners.
Microsoft Product Advisor
Tekmedia Solutions Pte. Ltd.
08.2014 - 06.2017
- Assists in different campaigns for efficient execution for sales.
- Apart of the planning in sales strategies for massive IT shows.
- Assist the retail promoters in stores to educate them more on Microsoft's products.
- Work closely with buyers to design promotions for the targeted consumers.
Education
Bachelor - Economics & Finance
11.2019
- Graduated with a Bachelors in Economics & Finance.
High School Diploma -
2018
- Graduated with a Diploma in Business Management Studies.
- Anchored the basis of Financial Accounting, Key principles of marketing and management. Macro and Microeconomics.
- Continuing education in Economics and Finance.
Skills
- Team leadership
- Extremely organized
- Self-motivated
- Sales Driven
- Responsible & Confident
- Independent
- Exceptional customer service
- Excellent people skills
- High energy
- M1B, M5, M8, M9, HI, GI
- Sales Proficiency
- Sales Management
- Customer Account Review
- CRM Software
Languages
English
Upper intermediate (B2)
B1
Chinese (Mandarin)
Upper intermediate (B2)
B1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager - Cobo
01.2023 - Current
Sales Operations Lead - Cobo
01.2022 - 01.2023
Marketing Expert for Facebook - TDCX
05.2021 - 12.2021
Branch Sales & Service Manager - Standard Chartered Bank
03.2020 - 05.2021
Lifestyle Concierge - Aspire Lifestyles
08.2018 - 12.2019
Microsoft Product Advisor - CPM Consulting
07.2017 - 07.2018
Microsoft Product Advisor - Tekmedia Solutions Pte. Ltd.
08.2014 - 06.2017
RMIT University - Bachelor , Economics & Finance
SIM Global Education - High School Diploma,
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