Michelle Anne Michael
Kajang,Selangor
Summary
Service-focused professional with 17 years of experience in client management and customer service across diverse sectors, including airline, e-commerce, and financial tech. A fast learner committed to service excellence aim to contribute skills and experience to nurture client partnerships in any organization.
Overview
19
19
years of professional experience
Work History
Partner Success Executive
Sage Publishing Asia Pacific Pte Ltd
01.2023 - Current
- Manage and nurture relationships with a dedicated portfolio of Account-Based Experience (ABX) customers. Collaboration includes customers in Asia-Pacific (APAC) region, spanning Hong Kong, Singapore, Australia, and New Zealand
- Trusted advisor to ABX customers by ensuring growth, drive adoption, expansion, and renewals of contents
- Collaborated with sales leaders and cross-functional teams to maintain customer relationship
- Leveraging on Secure Center and PowerBI to extract customer data that provide insights into customer information within Sage framework
- Provided support for customers through training initiatives and marketing campaigns, ensuring successful renewals of products
- Conducted database training session (Sage Research Methods and Sage Campus) with University of Hong Kong’s researchers and librarians
- Invited as featured speaker for National University of Singapore's online webinar to deliver presentation on benefits of utilizing Sage's research methods tools
- Conducted Sage Campus database training for National University of Singapore to drive product usage
Partner Management Executive
Fave Asia Sdn Bhd
06.2022 - 01.2023
- Served as go-to person between Fave merchants and cross-functional teams such as Sales, Product, Finance and Customer Happiness team
- Solved merchant's payment and invoice issue and was in charge of new merchant's product onboarding process
- Worked collaboratively within Operations and Sales team, utilizing Zendesk for post-activation processes, ensuring cohesive and well-coordinated workflow
- Utilized email and phone calls to provide comprehensive information to merchants regarding deals, last-minute amendments, as well as payments and invoices.
QA and Content Operations Executive
Fave Asia Sdn Bhd
06.2019 - 05.2022
- Conducted quality assurance checks for incoming contracts, including verifying SSM and UEN details for Malaysian and Singaporean merchants.
- Thoroughly examined fine print and deal details to identify and rectify any errors
- Copywriting for Fave's diverse range of deals, spanning beauty, food, services, and travel markets on daily deals platform
- Responsible for deal activation after approval of written content
- Took charge of enhancing discoverability of Fave's products on Fave App through effective tagging and searchability strategies
- Served as Happiness Officer in Fave's Operation team, appointed to boost team motivation during challenging period of Covid-19
Partner Support Executive
Fave Asia Sdn Bhd
12.2016 - 05.2019
- Managed data integration of merchant deal information into Fave's internal data tool. Thoroughly verified details to ensure accurate uploads without any errors
- Responsible for facilitating data integration between external tech platforms such as Shopee and Lazada
- Key role in overseeing mass data migration from Groupon database to Fave database during Groupon - Fave acquisition. Responsible for proof-reading fine prints and deal information during this data migration.
- Led onboarding process for new hires and interns
Sales Support Executive
Groupon Sdn Bhd
10.2014 - 12.2016
- Collaborated with sales team at Groupon ANZ while being based in Kuala Lumpur, Malaysia.
- Responsible for maintaining and fostering partnership between two original equipment manufacturer (OEM) merchants
- Executed end-to-end contract building using Groupon backend system together with Salesforce tool.
- Handled copywriting and image uploads utilizing Groupon's internal admin tool
- Received Groupon's WOW Award (Employee of the Month) in January 2016
- Participated in Groupon's CSR Feed The Homeless Program
Merchant Services Executive
LivingSocial Malaysia Sdn Bhd
08.2012 - 09.2014
- Served as primary point of contact for delivering information about merchants' deals and cross-functional teams.
- Secured approvals for deals to go live by contacting merchants via email and phone calls. Facilitated amendments of deals if required.
- Worked collaboratively with Operation and Sales team on any post-activation issues and payments
Guest Services Agent
Air Asia Sdn Bhd
11.2007 - 08.2012
- Oversaw passenger and baggage check-in processes
- Handled inbound and outbound flights within challenging turnaround times
- Managed sales ticketing process for flight bookings
- Coordinated flight schedules with ground operations for seamless teamwork
- Addressed ad-hoc tasks related to flight cancellations and crisis management
Frontline Officer
Airport Limosine Sdn Bhd
03.2005 - 08.2007
- Responsible for passengers transportation upon arrival
- Coordinate movement of passengers with the transport team
Education
Executive Diploma - Early Childhood Education
University Malaya Centre of Continuing Education
Kuala Lumpur12.2022
Skills
- Client relationship management
- Merchant services and partner management
- Backend data management
- End-to-end operational process
- Proficient in utilizing tools including Salesforce, Zendesk, Secure Center and PowerBI
- Basic copywriting and proof-reading
- Database training
Timeline
Partner Success Executive
Sage Publishing Asia Pacific Pte Ltd
01.2023 - Current
Partner Management Executive
Fave Asia Sdn Bhd
06.2022 - 01.2023
QA and Content Operations Executive
Fave Asia Sdn Bhd
06.2019 - 05.2022
Partner Support Executive
Fave Asia Sdn Bhd
12.2016 - 05.2019
Sales Support Executive
Groupon Sdn Bhd
10.2014 - 12.2016
Merchant Services Executive
LivingSocial Malaysia Sdn Bhd
08.2012 - 09.2014
Guest Services Agent
Air Asia Sdn Bhd
11.2007 - 08.2012
Frontline Officer
Airport Limosine Sdn Bhd
03.2005 - 08.2007
Executive Diploma - Early Childhood Education
University Malaya Centre of Continuing Education
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