Ng Yi Xiang
Shah Alam
Summary
Experienced account manager in express delivery and credit reporting industries with a proven track record of delivering mission-critical results. Exceptional communication and cross-cultural client management skills. Entrepreneurial attitude prioritizing optimal client satisfaction. Ambitious team player who collaborates with organizational leaders to create strategic initiatives and support team progress.
Overview
3
3
years of professional experience
Work History
Customer Success Manager, Senior Executive
CTOS
11.2024 - Current
- Played instrumental role in client satisfaction by working with relevant operational teams for resolution of service issues.
- Established strong relationships with customers, resulting in customer loyalty & increased renewal while reducing churn rate
- Maintained customer support strategies to increase customer retention.
- Understand clients requirements and recommend the suitable products & services based on client's situation.
- Provide comprehensive product demonstration to clients, ensuring clients fully understand the products & system for full utilisation.
Key Account Executive
KEX Express
01.2023 - 09.2024
- Maintaining a close relationship with clients
- Resolving client's issue by raising requests to relevant departments, providing suggestions
- Conducted API integration for incoming manifest, reducing effort for manual upload.
- Conducted API intergration for route code, reducing manpower for re-labelling & enhancing operations flow.
- Conducted E-POD integration, push image to proof delivery, potentially reducing claims.
- Leading new customs clearance API intergration
- Drove East Malaysia delivery leadtime down by at least half a day
- Started & leading new COD project in East Malaysia
Management Trainee
KEX Express
01.2022 - 12.2022
- Implement operational enhancements in sorting warehouse.
- Monitoring pending & ensuring delivery within the shortest time.
- Sales hunting
- Emcee for ABX to KEX rebranding townhall.
- Created video ad for rebranding promotion
Education
Masters of International Business -
Monash University
07.2021
Bachelor of Business - Marketing & International Trade
Victoria University
07.2019
Skills
- Account development expertise
- Sales pitching
- Managing client expectations
- Project coordination expertise
- Project management expertise
- Effective client engagement
- E-commerce management
Languages
English
Bahasa Melayu
Mandarin
Cantonese
Hokkien
Timeline
Customer Success Manager, Senior Executive
CTOS
11.2024 - Current
Key Account Executive
KEX Express
01.2023 - 09.2024
Management Trainee
KEX Express
01.2022 - 12.2022
Bachelor of Business - Marketing & International Trade
Victoria University
Masters of International Business -
Monash University
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