I am a proactive, results-driven Customer Success Manager with more than eight years of customer-facing experience and over four years of leadership and customer success experience. I specialize in building strong client relationships, improving service operations, and delivering successful outcomes for customers.
I currently support students and families throughout the competitive university admissions process. I create personalized success plans, coordinate cross-functional stakeholders, and maintain clear communication to help families navigate each stage of their journey.
I have managed a portfolio of 75 students while maintaining high customer satisfaction and zero refund rates. I am experienced in addressing complex concerns, identifying customer needs, rebuilding trust, and retaining at-risk clients through tailored solutions.
My leadership background includes managing customer support teams, setting KPIs, coaching team members, conducting performance reviews, and handling complex escalations in global service environments. I enjoy developing people and creating processes that help teams perform consistently.
I am fluent in English, Mandarin, Bahasa Malaysia, and Tamil, allowing me to support diverse global customers effectively. I am passionate about customer experience, operational excellence, cross-functional collaboration, and helping organizations grow through customer-centric strategies.
Guide students and families through the competitive university admissions journey by developing personalized success plans, coordinating stakeholders, and maintaining clear communication throughout each stage.
Manage a portfolio of approximately 75 students while maintaining high customer satisfaction and zero refund rates. Resolve complex client concerns, strengthen trust, and support students in gaining admission to their preferred institutions.
Supported students and families through university admissions with a focus on client support, relationship management, and project coordination.
Helped families navigate admissions milestones, maintained smooth communication, and contributed to strong satisfaction outcomes through personalized guidance and proactive issue resolution.
Led and developed a high-performing English-language customer support team serving global markets. Set goals and KPIs, monitored performance, conducted performance reviews, and provided regular coaching and feedback.
Collaborated with cross-functional departments to resolve escalations, improve SOPs, support product feedback cycles, and contribute to training strategies and process optimization.
Supervised frontline customer support operations and supported agents handling complex cases, booking issues, payment concerns, and guest-hotel communication problems.
Acted as a liaison between Agoda and hotel partners to resolve operational issues, uphold company policies, and maintain strong customer satisfaction and business relationships.
Provided customer support for booking-related concerns, payments, and communication issues involving guests and hotel partners.
Resolved customer cases in line with company policies and service standards while helping ensure a seamless end-to-end customer experience.
Assisted customers with order placement, shipping inquiries, and platform navigation to ensure a smooth shopping experience.
Supported sellers with opening online shops, product listing, fulfillment processes, and ongoing operational guidance.
Conducted outbound sales calls to promote and upgrade customer packages, clearly communicating value propositions to prospective customers.
Consistently achieved monthly sales KPIs through strong customer engagement, sales communication, and results-oriented follow-up.
Foundation in Arts, Arts
Completed a Foundation in Arts program.
High School
Completed high school education.
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