Customer Success Support at Eight (2025-01 – 2026)
- Managed high-volume daily customer inquiries via email and live chat, ensuring timely, accurate, and professional resolutions.
- Played a key role in integrating a new chat support system and authored comprehensive FAQ documentation to improve workflow.
- Provided direct technical support, successfully diagnosing and resolving complex user issues.
- Acted as the point of contact for escalated tickets, de-escalating tense situations and finding effective solutions.
Account Specialist at TDCX - Meta Marketing Pro (2023-01 – 2025-12)
- Managed a high-volume portfolio of over 800+ Meta (Facebook) advertising accounts for Small and Medium Businesses (SMBs) in the Oceania market (Australia and New Zealand).
- Proactively engaged with agencies and advertisers daily across multiple channels, including phone calls, email, and live chat.
- Advised clients on campaign creation, KPI development, and optimization strategies to meet and exceed quarterly targets.
- Consistently exceeded quality standards, achieving an average Quality Assurance (QA) score of 92% for call interactions.
Marketing Manager at FlowChat Pte. Ltd. (2020-01 – 2023-12)
- Designed, strategize and implemented custom A.I chatbot solutions for clients, tailoring the user experience to meet specific business objectives.
- Developed and executed comprehensive B2B marketing strategies to drive sales growth and achieve revenue targets.
- Led and mentored a high-performing sales team, establishing clear performance metrics, conducting training sessions, and providing ongoing coaching and feedback.
- Spearheaded client relationship management, ensuring exceptional service delivery and client satisfaction.
Growth Marketing Manager at Hangover Coupons Pte. Ltd. (2017-01 – 2020-12)
- Garnered national media attention (Vulcan Post, SBR) for successfully conceptualizing and scaling an innovative door-hanger marketing model.
- Boosted B2B deal closures by 85% through the creation of compelling, data-driven pitch decks and presentations.
- Built and maintained robust sales pipelines within CRM systems to streamline operations and ensure alignment with strategic business objectives.
- Mentored and trained the sales team, delivering workshops that improved sales techniques, team performance, and overall productivity.
Marketing Director at DreamTrips (Travel Club) (2012-01 – 2017-12)
- Directed regional marketing and sales initiatives, successfully building and managing a high-performing team of 500+ members across Singapore, Malaysia, Indonesia, and Cambodia.
- Spearheaded market penetration strategies that drove user acquisition and brand awareness for a disruptive, membership-based travel platform.
- Mentored and developed regional team leaders, optimizing operational workflows and ensuring consistent messaging across diverse cultural markets.
Civilian Officer (Team Leader) at Certis Cisco (2010-01 – 2012-12)
- Supervised and coordinated daily cash-in-transit operations, leading a 3-member team in servicing ATMs and financial institutions across Singapore.
- Maintained flawless execution of security measures, ensuring the safe handling and reconciliation of significant financial assets.
- Monitored operational logistics in real-time, swiftly addressing any security or logistical challenges to ensure uninterrupted service delivery.
