JADE CHONG
Regional Account Manager
Shah Alam,10
Summary
Productive Regional Account Manager offering 7 years of experience and outstanding oral and written communication skills. Persuasive and charming yet committed to honesty and maintaining long-term, individualized relationships. Known for increasing profits, streamlining company procedures and goal-oriented mindset. Motivated with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
9
9
years of professional experience
Work History
Regional Account Manager
Premiere Conferencing (Malaysia) PGi
01.2014 - 06.2019
- Communicated clear progress of monthly/quarterly initiatives to internal and external stakeholders
- Forecasted and track key account metrics
- Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
- Assisted with high severity requests or issue escalations as needed
- Achieves strategic customer objectives defined by company management
- Completes strategic customer account plans that meet company standards
- Maintains high customer satisfaction ratings that meet company standards
- Completes required training and development objectives within assigned time frame.
- Liaised between parent company and independent distributors.
- Attended monthly sales meetings and quarterly sales trainings.
- Provided exceptional customer service, leading to increased client retention rates and long-term partnerships.
- Contribute to event marketing, sales and brand promotion.
- Field customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Renegotiate contracts with expiring accounts to continue relationships with current company clients.
- Stayed current on company offerings and industry trends.
- Greet customers and offer assistance with selecting merchandise, finding accessories and completing purchases.
- Meet existing customers to review current services and expand sales opportunities.
- Design and organize product packages for presentations and sold to many clients.
- Achieved regional sales targets by developing strategic plans and executing effective account management practices
- Attended monthly sales meetings and quarterly sales trainings
- Stayed current on company offerings and industry trends
- Developed robust sales pipelines by networking at industry events, actively pursuing leads, and nurturing professional connections
- Communicated by phone, email and traveled for face to face contact for 100 accounts
Enterprise Account Development Manager
Premiere Conferencing (Malaysia) PGi
08.2012 - 01.2014
- Supervise service level performance for allocated client both regionally and globally
- Manage & negotiate department and stakeholder accountabilities to contractual SLAs
- Establish improvement actions & activities and coordinate with appropriate departments and management for implementation
- Manage client expectations regarding performance and SLAs
- Manage internal & client-facing service level reporting and deliverables
- Account relationship management
- Advocate client needs within PGi
- Act as primary escalation contact for PGi Direct & Indirect sales regarding assigned Diamond/Platinum level accounts
- Manage maintenance notifications and notification of product/service modifications and enhancements in accordance with account level SLAs
- Lead weekly, monthly and quarterly service/business reviews with account contact/s
- Service improvement
- Manage service &/or development requests to closure
- Take proactive measures to continually evolve and enhance service & support models
- Establish improvement actions & activities, and coordinate with stakeholders and management across regions for implementation
- Consult and negotiate with enterprise contacts for their involvement and support of identified improvement actions and changes
- Manage consistent, timely and effective communications with PGi stakeholders to guarantee understanding and expectations
- Manage the planning, deployment and integration of Diamond/Platinum level customers (Direct & Indirect) into PGi service infrastructure
- Participate in pre-sales discovery
- Negotiate & define requirements for assigned Direct & Indirect customers
- Conduct impact analysis
- Deliver product/service specs to appropriate departments and stakeholders
- Determine appropriate delivery models & applicable infrastructure needs
- One-on-one & group client interaction
- Manage tasks & coordinate project group.
- Developed departmental systems and procedures to better align workflow processes.
- Evaluated emerging industry trends, technologies, and best practices to inform strategic decisions regarding future projects or product enhancements.
- Organize and edited training manuals, multimedia visual aids, and other educational materials.
- Introduced automated testing tools and continuous integration practices to enhance code quality and reduce bug rates.
- Led process improvement initiatives aimed at increasing efficiency within the development department while maintaining a focus on delivering high-quality products
- Balanced competing priorities and resource constraints to deliver optimal results within the context of project timelines and budgetary restrictions
Client Relationship Manager
Jardin Smith International Berhad
01.2011 - 08.2012
- Generate with new ways to expand company and different marketing strategies
- Personal touch client servicing
- Meeting sales target/KPI/result oriented
- Find new clients through different mediums/sources
- Event Managing to pro-sell all investment products
- Taking care of client’s investment portfolios and help them to manage their funds by providing different investment schemes
- Manage and source for new client source through client servicing and referral programs
- Networking with existing clients to generate clients and bring more sales
- Coordinate data management to ensure appropriate data transfer processes, data overlays, opt-out compliance and contact management
- Coordinate relationship clients and partners
- Receive and review standard report and generate custom reports
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Monitored project progress against established timelines while proactively updating stakeholders on any potential setbacks or roadblocks.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Exceeded annual revenue goals by 150% through improving client relationships and education
- Produced and implemented customer satisfaction guarantee program which directly resulted in 50% increase in sales
- Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours
Audit Executive
KPMG
08.2010 - 08.2011
- Collect and analyze data to detect deficient controls, duplicated effort, extravagance, fraud, or non-compliance with laws, regulations, and management policies
- Report to management about asset utilization and audit results, and recommend changes in operations and financial activities
- Inspect account books and accounting systems for efficiency, effectiveness, and use of accepted accounting procedures to record transactions
- Examine and evaluate financial and information systems, recommending controls to ensure system reliability and data integrity
- Supervise auditing of establishments, and determine scope of investigation required
- Prepare, analyze, and verify annual reports, financial statements, and other records, using accepted accounting and statistical procedures to assess financial condition and facilitate financial planning
- Inspect cash on hand, notes receivable and payable, negotiable securities, and canceled checks to confirm records are accurate
- Examine inventory to verify journal and ledger entries
- Examine records and interview workers to ensure recording of transactions and compliance with laws and regulations
- Direct activities of personnel engaged in filing, recording, compiling and transmitting financial records
- Audit payroll and personnel records to determine unemployment insurance premiums, workers' compensation coverage, liabilities, and compliance with tax laws.
- Developed strong partnerships with clients through proactive communication, mutual trust, and understanding their specific needs.
- Assisted clients with project development and execution to facilitate positive outcomes and strengthen business relationships.
- Trained and mentored department staff on policies and procedures to establish strong foundation for client development and service activities.
- Participated in billing and collections operations to facilitate client payment of overdue invoices
- Trained and mentored department staff on policies and procedures to establish strong foundation for client development and service activities
Education
Bachelor of Commerce - Accounting & Finance, Commerce
Curtin University of Technology
Perth, Australia 12.2009 - 03.2010
Foundation/A-Levels - Business/Commerce, Business/Commerce
Taylor’s College
Kuala Lumpur, Malaysia 12.2006 - 12.2006
High School Diploma -
Convent High School
Johor Bahru, Johor, Malaysia 12.2005 - 03.2006
Skills
Written Communication
undefinedAccomplishments
- Premiere Conferencing (Malaysia) PGi, 2013, 2014, Became an overachiever of an average of 135% on my KPI and manage to win an incentive trip to Cambodia in August 2014, one of the 3 that got the chance to participate in this trip
- Premiere Conferencing (Malaysia) PGi, 2012, 2013, Became an overachiever of an average of 150% on my KPI and manage to win an incentive trip to Fiji in August 2013, one out of 2 that got the chance from Malaysia. Great reviews on my performances by my direct boss in Australia
- Jardin Smith International Berhad, 2011, 2012, Became an overachiever and won many incentive trips including Singapore, Redang Island, Thailand, and Golf Trips etc. Manage to close 2 enormous deals and got awarded
Preference
No, Yes, No
Personal Information
Date of Birth: 01/25/88
Languages
English
Malay
Chinese (Mandarin)
Cantonese
Training
- HBDI (Hermann Brain Dominance Instrument)
- Solution Selling Skills
- Customer Service Answer Line Skills
- Public Speaking
- Adobe Illustrator (Intermediate)
- Adobe Photoshop (Intermediate)
- Microsoft Excel 2007, 2010 (Intermediate)
- Self-Motivation Talks
Timeline
Regional Account Manager
Premiere Conferencing (Malaysia) PGi
01.2014 - 06.2019
Enterprise Account Development Manager
Premiere Conferencing (Malaysia) PGi
08.2012 - 01.2014
Client Relationship Manager
Jardin Smith International Berhad
01.2011 - 08.2012
Audit Executive
KPMG
08.2010 - 08.2011
Bachelor of Commerce - Accounting & Finance, Commerce
Curtin University of Technology
12.2009 - 03.2010
Foundation/A-Levels - Business/Commerce, Business/Commerce
Taylor’s College
12.2006 - 12.2006
High School Diploma -
Convent High School
12.2005 - 03.2006
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