I manage the customer journey with a comprehensive roadmap through on-boarding, post-sale and churn prevention. I build collaborative relationships with stakeholders from over 200 businesses, to bridge success gaps, and guide product usage towards desired outcomes.

I led a small global team of Customer Success Coordinators to increase usage, ensure retention and overall satisfaction with B2B property platform. Satisfaction rating gathered from surveys was over 94%.I maintained a trusted advisory relationship with assigned customers throughout the customer journey. I consulted on the implementation of our Enterprise level platform for customers such as Knight Frank and Ausin. This included conducting training sessions for the various offices, advising on adoption strategy and being their main point of contact for any issues regarding the platform. I also conducted account reviews with customers who purchase project listings, customized portals and even basic memberships. I worked with them to establish critical goals and aided them in achieving these goals through comprehensive engagement.I constructed use cases and designed mock-ups based on customer feedback to facilitate the development of enhancements to the platform. Such features included a brand new property category and sign-in functions.

Over the course of two and a half years, my role grew from that of a project advisor, researcher, and tester, to one that encompassed all operations processes associated with running a world-class platform.Crowdfunding as a service is built and maintained by strong bonds between the brand and it's community of creators and supporters. To nurture these bonds, I coordinated a team that provides one-on-one advice, marketing ideas and technical support via phone and email. I lead the design of a customised CRM dubbed the "Personalised Service Assigner" that utilised data gathered via the website to keep track of customer interactions. I ensured that feedback was captured into user stories so that selected improvements were actioned every iteration to the benefit of all stakeholders. A major improvement I facilitated was a project dashboard that displays insightful statistics as well as tips throughout the crowdfunding process.Being that Pozible is a lean startup, my other responsibilities included running ads on Facebook and Google AdWords, conducting crowdfunding workshops, events and initiatives, and as a manager, resolving disputes in a professional and friendly way.

Produced, directed, filmed and edited videos for the Singapore Armed Forces and lead a team that produced media content for the army’s top brass.