Carena Wong Poi Chee
Sydney Cake House Sdn Bhd
Subang Jaya ,Selangor
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
22
Years of experience
Work History
Key Account Manager
1 Year 9 Months- Managed key account portfolios, maintaining strong client relationships and service continuity.
- Created and maintained coordinated account plans to align customer needs with internal sales and operations execution.
- Monitored contract requirements, pricing updates, and service expectations for accuracy and compliance.
- Managed client issue resolution by escalating complex concerns and coordinating timely follow-up.
Head of the Department
2 Years 5 Months- Worked actively with management team to create daily and weekly plans.
- Coached Relationship Manager in handling banking underwriting guideline specifications, communication, significantly increasing customer satisfaction ratings.
- Arranged incentives to reward deserving team members for exceeding expectations.
- Devised processes to boost long-term business success and increase profit levels.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Updated policies to reflect changing conditions and maintain optimal safety standards for all employees.
- Worked in matrix management environment with oversight of division level managers, operations, legal, collection, human resources and marketing.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Trained new hires, providing information and insight into corporate policies and procedures.
- Worked directly with management, GM, and CEO to brainstorm, discuss strategy and mitigate investors issues.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Loan Advisor
1 Year 4 Months- Explained very technical financial information to applicants in easy to understand language.
- Observed all regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Proactively identified solutions for customers experiencing credit issues.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Used Microsoft Word and other software tools to create documents and other communications.
- Actively listened to customers, handled concerns quickly and escalated major issues to agents.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Scheduled and taught in class to increase learning opportunities.
- Quickly adapted training plans for agent needs, communication skill and approaching skills.
Mortgage Specialist
9 Months- Attracted new mortgage loan applications by developing relationships within community.
- Developed new business and increased sales through targeted market penetration, extensive training, business partnerships and customer relationships.
- Reviewed loan files and updated to match current standards.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
- Fielded customer complaints and provided solutions.
- Explained different types of loans pertaining to client situations.
- Remained updated with latest information related to mortgage products and services being offered.
- Filed completed loan applications with underwriting and made approval or denial recommendations.
- Assessed customer account histories to determine previous compliance with payment plans and loan terms.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Participated in team-building activities to enhance working relationships.
- Maintained energy and enthusiasm in fast-paced environment.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Developed and maintained courteous and effective working relationships.
- Verified credit histories, personal references and employment backgrounds for each applicant.
Senior Mortgage Specialist
3 Years 8 Months- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Explained different types of loans pertaining to client situations.
- Fielded customer complaints and provided solutions.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; nights, weekend, and holiday shifts.
Assistant Manager of Business Development
2 Years 10 Months- Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
- Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
- Generated new business with marketing initiatives and strategic plans.
- Created reports and presentations detailing business development activities.
- Incorporated product changes into marketing messages to drive customer engagement and maximize profits.
- Negotiated, prepared and signed contracts with clients.
- Compiled product, market and customer data to generate informed sales and profit projections.
- Devised SWOT analysis to create and execute business plan supporting achievement of established quotas.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Completed and submitted monthly and yearly reports to support executive decision making.
- Collected data and performed customer needs analysis.
Key Account Executive
3 Years 2 Months- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Boosted customer satisfaction by providing teams with training and skills to optimize service delivery in alignment with individual needs.
- Leveraged strategic planning to penetrate key accounts.
- Performed effectively in self-directed work environment, including managing day-to-day operations and decisions.
- Prospected to increase sales lead pipeline and and converted leads into new customers.
- Exceptional computer skills
- Negotiated prices, terms of sales and service agreements.
- Developed and monitored account management processes, such as management inspections, reward and recognition and quality improvement.
- Met existing customers to review current services and expand sales opportunities.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Attended monthly sales meetings and quarterly sales trainings.
- Quoted prices, credit terms and other bid specifications.
Healthcare Consultant
1 Year 7 Months- Produced detailed and relevant reports for use in making business decisions.
- Developed and delivered engaging sales presentations to convey product benefits.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Resolved all issues efficiently and enhanced customer satisfaction ratings.
- Exceeded established sales goals and increased client retention.
- Cultivated sales and new business opportunities in new markets to achieve bottom-line results.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Recommended accurate and effective solutions to customers after identifying problems.
- Enhanced territory operations through successful cold-calling of area business leaders and establishing favorable contracts.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
Skills
Reporting and Performance Analysis
Microsoft Office
Delegation and Supervision
Decision Making
Customer Service Management
Multitasking and Prioritizing
Service-Oriented
Adaptable to Changing Demands
Camping
Like natural environment which bring fresh idea and calm mind as a kick start to face challenges from work or family
Timeline
Key Account Manager
Sydney Cake House Sdn Bhd
01.2025 - Current
Head of the Department
KYY Empire Sdn Bhd
01.2019 - 06.2021
Loan Advisor
Phoenix Plus Properties Sdn Bhd
08.2017 - 12.2018
Mortgage Specialist
RHB Bank Berhad
10.2016 - 07.2017
Senior Mortgage Specialist
Hong Leong Bank Berhad
09.2012 - 05.2016
Assistant Manager of Business Development
Secure Parking Management Sdn Bhd
10.2009 - 08.2012
Key Account Executive
ISS Facility Services Sdn Bhd
07.2006 - 09.2009
Healthcare Consultant
Rentokil Initial (M) Sdn Bhd
11.2004 - 06.2006