American Express (AMEX), Corporate Clients Management
- After college, I was drawn to HR roles but found that the entry-level pay didn’t align with my goals. I pivoted to customer service at AMEX, where I spent several years working with corporate cards, specifically servicing expat clients in Singapore, including major corporations like Unilever, IBM, Mondelez, P&G, PWC and many more giant companies.
- My role in AMEX was highly client-focused, and it helped me develop exceptional soft skills, such as active listening and problem-solving. I consistently ranked as a top performer in customer satisfaction due to AMEX's rigorous standards for client service.
- I later moved into a project management role, collaborating with the tech team across from countries to handle corporate accounts. This role taught me to navigate time zone differences and manage cross-functional teams effectively.
- I was then promoted to Corporate Credit Analyst, where I analysed accounts at risk of bad debt. I worked closely with clients to develop settlement plans, helping them avoid bankruptcy listings. This role gave me deep insights into financial analysis, risk management, and the importance of maintaining client trust during tough situations.
Shangri-La Group, Operations & Customer Service
- After AMEX, I transitioned to the hospitality industry, joining Shangri-La Group as a Customer Service Team Leader.
- I led a 30-person team responsible for handling worldwide reservations across 99 hotels.
- My role involved managing backend operations and collaborating with travel agencies, ensuring that our customer service met Shangri-La's high standards.
- I also trained new team members and implemented streamlined processes for smoother communication between departments.
- Working in hospitality gave me a new perspective on customer service, as the stakes were different from corporate cards. It required empathy, adaptability, and a keen understanding of cultural differences.
Ace Media Network (AMN), Media Agency
- In a major career shift, I joined AMN as a Key Account Executive, leaving behind my management title and corporate career to start over in digital marketing. This was a completely new field for me, but I was determined to succeed.
- Over the years, I’ve risen through the ranks and am now the Head of Accounts, overseeing campaigns for major clients like Carlsberg, Domino's, BMW, Nippon Paint, Wipro LDW, L'Oreal, and also servicing almost all big 4As agencies in Malaysia.
- My day-to-day is fast-paced, managing a hectic schedule with business directors, media planners, and publicists.
- The agency world is challenging but rewarding, and I’ve learned the importance of maintaining strong client relationships while juggling multiple high-budget campaigns.
XiaoHongShu 小红书, Chinese Largest Social Community Platform
- One of my main responsibilities at AMN is educating agencies and clients on the unique benefits of Xiao Hong Shu (XHS), a platform similar to Lemon8 but predominantly catering to a Chinese audience.
- XHS is community-based and emphasises genuine reviews, making it a powerful tool for brand advocacy.
- I assist clients with getting verified, optimising advertisements, managing contents, and collaborating with KOC (Key Opinion Consumers) vendors.
- I also provide insights on how to leverage XHS’s unique algorithms and keyword sensitivity to maximise engagement and brand reach.
- Since XHS operates differently from other platforms, my role involves educating clients on seeding and word-of-mouth strategies, which are equally effective as collaborating with celebrity influencers.
- By partnering with XHS’s authorised representatives, I ensure that I stay updated on the latest trends and information, helping brands tap into this growing platform, not just in Malaysia but also in Singapore, Thailand, and other Southeast Asian markets.
