Brenda C. Email & Phone Number

Kuala Lumpur, My

Petaling Jaya, Selangor, Malaysia

- Collaborate with respective team coaches to identify company training needs- Schedule and conduct training sessions, for new & existing employees- Prepare training content for external (customers) & internal (employees) use- Monitor job quality to ensure employees are performing responsibilities according to training- Assess effectiveness and impact of training on employees- Review & document internal processes for teams in the company- Maintain external & internal KnowledgeBase

Petaling Jaya, Selangor, Malaysia

- Focuses on efficient customer onboarding & training, ensuring effective product use and smooth experience.- Team management: Lead, mentor & coach a team of 5 to 8 people- Monitor, evaluate & drive team performance by coaching & strategizing- Conduct team monthly reviews & goal setting- Solution critical thinking: Assist in providing solution for escalated & complex customer issues from the team- Onboard new Customer Success Executives in the team to get them ready for their role- Conduct internal trainings (product knowledge, processes, tools, soft skills, strategies)- Process development & improvements: Prepare materials, content, workflow, playbooks- Data analysis: Generate data & reports for strategic thinking- Project management: Assist Head of Operations & Success Manager in ad hoc tasks/projects- Teamwork & participation: Involved in company & departmental process improvements

Petaling Jaya, Selangor, Malaysia

- Focuses on retention and success (consultation, renewal, retention, churn prevention, expansion, up-selling, feature adoption)

Petaling Jaya, Selangor, Malaysia

- Focuses on efficient customer onboarding & training, ensuring effective product use and smooth experience.- Focuses on retention and success (consultation, renewal, retention, churn prevention, expansion, up-selling, feature adoption)

Petaling Jaya, Selangor, Malaysia

- Onboard new customers & get them ready to use the system successfully- Conduct classroom/online/1-on-1 trainings & product demonstrations in various languages (English, Malay, Mandarin)- Engage with customer throughout journey (through calls, face-to-face or emails), building trustworthy relationship and being the key person to obtain feedback and share to relevant teams- Assess customer needs through health score and help maximize their experience by encouraging feature adoption and using feature workarounds- Increase value and drive revenue by up-selling, update or expansion opportunities- Assist in subscription renewals and increase retention by preventing or reducing churn- Assist in customer issues, concerns (software & hardware), and escalations from other departments.ACHIEVEMENTS- Participate with StoreHub Ecommerce Team on feature up-selling, onboarding & training in various languages (English, Malay, Mandarin), on top of usual responsibilities in 2019- Maintain portfolio Renewal Rate of average 75%- Maintain portfolio Churn Rate below 2.5%- Maintain good QA scores of average 95%

- Support Business Development Team; such as pitching to communities and preparing proposals- Support Operations Team during execution; such as preparing supporting documentation, set up of product features, product installation at site, conduct of trainings and community visits to bring communities on board.- Support Customer Service; such as payment collection and product troubleshooting

- Assigned QMR, HACCP Team Leader & 5S Team Leader- Representative for related external audits (CBs, MOH, customer)- Manage company quality management systems (ISO, HACCP, FSSC, 5S, Halal, VHM)- Lead & conduct supplier audits & internal audits (ISO, FSSC, 5S & Halal)- Liaise with external parties (MOH, DOA, labs etc) - Prepare, maintain & update all quality related documents (Master Procedure, Manuals, Records)- Implement & monitor GMP & HACCP related activities in production & warehouse- Prepare materials & conduct in-house trainings - Manage pest control programme in production & warehouse- Manage non-conforming activities (in-house, vendor, customer), complete with corrections & correction actions- Conduct QC inspection of RM, PM & FG - Source materials & negotiate with suppliers while maintaining good relationship- Manage principal supplier product request & maintain library - Involved in production runs and warehouse activities, including inventory management

- Manage product requests and assigned projects (develop, match, benchmark, modify product) forpowder seasoning, powder/liquid flavour blends, gum powder (jelly/pudding premix) and processedliquid animal fat for various end applications- Calculate product costing- Source materials & negotiate with suppliers while maintaining good relationship- Manage principal supplier product request & maintain library

Kepong, Malaysia

Tesco Kepong, Malaysia