Jira
Gail James
Director of Customer Experience
Kuala Lumpur,14
Summary
Outgoing, process driven and proficient at building and maintaining professional and positive customer relationships with 12 years experience. Highly self-motivated and results-driven professional, who has demonstrated a strong work ethic to excel in a 100% remote environment. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Head of Customer Success
Pulsifi Sdn Bhd
Kuala Lumpur, Kuala Lumpur
05.2024 - Current
- Managed budgets effectively while maintaining focus on delivering top-quality services and exceeding performance targets.
- Achieved increased levels of customer retention through diligent monitoring and addressing of potential issues before they escalated into larger problems.
- Optimized resource allocation by conducting regular audits on staffing levels and skill sets required for various tasks, ensuring optimal productivity at all times.
- Collaborated with cross-functional teams to identify and address key areas of improvement in the customer journey.
- Conducted periodic surveys among clientele to gauge satisfaction levels, using insights to drive targeted improvements in service offerings.
- Championed the use of CRM systems for better tracking and management of customer interactions across multiple touchpoints.
- Mentored junior team members and facilitated knowledge-sharing sessions, contributing towards a culture of continuous learning within the department.
- Enhanced customer satisfaction by implementing innovative strategies in customer experience management.
- Conducted thorough analysis of customer feedback, identifying trends and opportunities for enhancement of services offered.
Director of Customer Experience
Know Your Customer Limited
Kuala Lumpur
04.2022 - 04.2024
- Restructured and led global Customer Experience team for Know Your Customer (KYC), next generation digital on-boarding solution provider
- Developed new customer experience procedures and verticals, including dedicated Onboarding & Implementation Team, Customer Success & Account Management Team.
- Drove change management process to evolve support roles into proactive, customer-centric functions, enabling career growth.
- Implemented targeted incentive plans for each new vertical to maximize business performance.
- Built robust cross-functional relationships with Product, IT, and Operations to deliver seamless, process-driven collaboration throughout the development & customers lifecycle.
- Enabled consistent, positive customer experiences by connecting development, UAT, production, with 24/7 support.
- Transformed customer relationships and exceeded KPIs through strategic leadership focused on customer success.
- Trained and motivated new associates on daily routines to sustain business productivity.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores by 35%.
- Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
- Managed budgets effectively while maintaining focus on delivering top-quality services and exceeding performance targets.
- Oversaw the development of an online support portal, providing customers with easy access to resources and assistance when needed
- Played a key role in the development and launch of new products/services by providing valuable input on customer needs and expectations
- Streamlined processes to reduce response times, thereby increasing overall customer satisfaction rates
- Mentored junior team members and facilitated knowledge-sharing sessions, contributing towards a culture of continuous learning within the department
- Implemented targeted communication strategies to ensure timely updates on product/service developments, leading to a more informed client base
Senior Manager, Customer Success
Handshakes Technology Sdn Bhd
Kuala Lumpur
12.2017 - 04.2021
- Manage customer relationships and drive promotional initiatives to generate upsell opportunities. Increased new revenue by 43%.
- Increased customer stickiness by 62%.
- Collaborate with product and technical teams to rapidly resolve defects and bugs.
- Conduct training sessions and serve as key contact for government accounts
- Played instrumental role in establishing Handshakes operations in Malaysia, leading accounting, client support, account management, and training during early startup phase.
- Managed post-sales relationships across diverse client portfolio as a trusted advisor, ensuring successful adoption, usage growth, and revenue expansion.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Generated reports and communicated results to stakeholders to provide insights into customer success
Key Account Manager/Assistant Manager
CTOS Data Systems Sdn Bhd
Kuala Lumpur
01.2015 - 01.2017
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Managed over 55 client in portfolio. Ranging from Financial Institutions, Insurance, Trust Management and Corporates.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities. Increased sales by 44% .
- Analyzed sales to manage life cycle of product, inventory models and selling rates.
- Supported sales and reporting for large and medium-sized accounts.
- Analyzed key competitors to respond to competitive threats.
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment.
- Maintained current knowledge of evolving changes in marketplace.
- Participated in regular meetings with Account Manager to review performance metrics and strategize future action plans
Customer Service Senior Manager /Training and Development Officer
Credit Bureau Sdn Bhd
Kuala Lumpur
03.2011 - 12.2014
- In charge of developing customer service policies & scriptwriting to assist the customer support team manage
- Started the client training arm to help educate Bureau members to fully utilize the service and the public outreach programs to educate the public on credit reports & how it affects applications.
- Developed and implemented new filing systems to improve organizational efficiency and productivity.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Established a product development arm that conducted market research & client feedback to assist with further product enhancements & development.
- Increase customer satisfaction score by 43%
- Managed over 80 customer enquiries per day.
- Increased customer stickiness by 32%.
- Streamlined onboarding processes for new hires, expediting their integration into the company culture and job responsibilities
Skills
Account Management
Problem Solving
Leadership Skills
Relationship Management
Expectation Management
Detail Oriented
Strategic Planning
Process Improvement
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans. Achieving 20% ARR increased.
- My biggest & latest achievements are restructuring & leading the Global Customer Experience team @ KYC. Implemented a target specific incentive plan & transformed customer relationships.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Software
Salesforce
Atlassian
Hubspot
Lookerstudio
Interests
Travel
Murder Mystery
Music Festivals
Trying New Food
Timeline
Head of Customer Success
Pulsifi Sdn Bhd
05.2024 - Current
Director of Customer Experience
Know Your Customer Limited
04.2022 - 04.2024
Senior Manager, Customer Success
Handshakes Technology Sdn Bhd
12.2017 - 04.2021
Key Account Manager/Assistant Manager
CTOS Data Systems Sdn Bhd
01.2015 - 01.2017
Customer Service Senior Manager /Training and Development Officer
Credit Bureau Sdn Bhd
03.2011 - 12.2014