Customer Success Specialist at ACAMS (2026-01 – Present)
Resolving customer queries and supporting onboarding, implementation, and training to drive customer success.
- Resolved customer queries as primary point of contact, achieving a 96% QA score
- Supported onboarding, implementation, and training to drive customer success
- Supported in-person and virtual events and conventions
Founder at Dukhna (2023-06 – 2024-12)
Founded Dukhna, a premium Middle Eastern incense brand offering traditional products known for their deep, rich aroma.
- Dukhna is a premium Middle Eastern incense brand, offering a range of traditional products known for their deep, rich aroma
- Designed & launched an e-commerce website (www.dukhnashop.com)
- Curate Instagram visuals and marketing strategies (@dukhna.shop)
- Manage all aspects of orders (process, packing and delivery)
- Achieve 150% ROI from initial investment
Customer Success Manager at TechTarget (2022-08 – 2024-12)
Specialized in resolving customer pain points and managing enterprise accounts and campaigns with focus on renewals and expansion.
- Specialized in resolving customer pain points and helping clients understand how our solutions can help them identify their real, opt-in buyers and fuel their pipelines faster
- Worked across CRM (Salesforce/Gainsight) and internal ITSM workflows to centralize client communications, track deliverables, and manage escalations efficiently
- Develop tailored deliverables (e.g. Reports, Wrap-ups, Perception Shaping, Executive Summaries) maintaining 70-80% renewals
- Led quarterly business reviews (QBRs) with C-level stakeholders to demonstrate ROI and platform adoption resulting in multiple 6-figure renewals
- Primary point of contact for campaign success, ensuring smooth onboarding, implementation and account lifecycle with client goals across 30+ Enterprise Accounts, 40+ Campaigns
- Monitored account health, streamlined client communications, and ensured successful campaign execution driving multiple renewals and expansions 1.5M+ in revenue
- Cross-functional collaboration with Campaign Ops and Sales Teams to ensure timely and accurate delivery of campaign milestones (e.g. pacing, targeting, performance, mid-campaign review)
- Influenced customer engagement strategies to reduce churn and increase campaign adoption
Associate Customer Success Manager at TechTarget (2022-08 – 2024-12)
Primary point of contact for campaign success managing enterprise accounts and campaigns.
- Primary point of contact for campaign success, ensuring smooth onboarding, implementation and account lifecycle with client goals across 30+ Enterprise Accounts, 40+ Campaigns
- Monitored account health, streamlined client communications, and ensured successful campaign execution driving multiple renewals and expansions 1.5M+ in revenue
- Cross-functional collaboration with Campaign Ops and Sales Teams to ensure timely and accurate delivery of campaign milestones (e.g. pacing, targeting, performance, mid-campaign review)
- Influenced customer engagement strategies to reduce churn and increase campaign adoption
Global Product Specialist (1 Year Contract) at Accenture (2021-09 – 2022-08)
Supported global Facebook Ads team ensuring campaign and platform-related inquiries were resolved promptly.
- Supported global Facebook Ads team, ensuring campaign and platform-related inquiries were resolved promptly
- 98% audit quality scores across campaign enquiries
- Developed expertise in FB Business Manager tools to enhance advertiser campaign performance and client retention
Community Associate at Ogilvy (2021-05 – 2021-07)
Plan, schedule and manage project progress for major clients managing campaigns and market research.
- Plan, schedule and manage project progress for 3 major clients seamlessly - HSBC, Nestle, and Converse
- Effective communication with internal team to translate and write supplementary briefs that drive outcomes for the clients
- Deep dive in market research on competitors/trends to assist clients' needs and improve engagements for future and ongoing campaigns
Communications/Marketing Manager (Pre University) at Maison21G (2019-08 – 2020-01)
Created and executed communications plan via social media marketing and PR campaigns, managing customer relationships and partnerships.
- Created a communications plan, executed via social media marketing and PR campaigns
- Improved customer relationships through conversational, messenger-based experiences
- Integrated Intercom into the website
- Major enhancements to the Enquiry customer journey, achieving a 50% conversion rate
- Established partnerships and managed relationships with brands, talents and influencers
- Planned and organized the boutique's launch event with over 150 guests
- Coordinated holiday events to drive sales and manage brand exposure effectively
- Sales targets at 100%+ across all months
Business Analyst (Internship) at DBS Bank (2016-03 – 2016-08)
Practiced AGILE methodology and involved in program steering committee, migration status and product usability checks.
- Practiced AGILE methodology across day-to-day work tasks
- Involved in the program steering committee, migration status and product usability checks
- Introduced a more efficient structure to the entitlement review procedure
- Sales process shortened from 2 days to ~3 hours
- Used statistical and technical knowledge to present the ROI and cost benefit analysis of the migration
- Responsible for continuous monitoring of operations performance and utilization rate
- Creation and management of project timeline including risk mitigation and addition of the critical path
Sales Associate at Abercrombie and Fitch (2014-10 – 2017-09)
Sales associate in retail environment.
Customer Service Representative at Barrys Bootcamp (2020-01 – 2020-12)
Customer service representative providing support to clients.
Senior Boxing Coach at Active Fitness (2021-09 – 2024-09)
Senior boxing coach providing training and fitness instruction.
