Sylvia Seakar Email & Phone Number

Singapore

Singapore

Singapore

SeeMeCV is not a software, it is not a sole product, but a Talent Solution - targeting every single member of the population through strategic stakeholder segments: Corporate, Associations, Government, and Education Institutions. The SeeMeCV solution facilitates the ecosystem of Jobseekers, Employers, and Decision Makers through a curated talent process of Enrichment, Education, Employment, and Engagement.I oversee the customer accounts in Singapore and the Philippines, manage the team that supports the efforts as well as guide our customers from the sales process into the support phase through the onboarding, ongoing, and renewal stages. While I form a direct relationship with our customers and create the value proposition needed for them to grow and meet their goals using our solution, our customers witness the power of our tools and become advocates of our brand.

Singapore

- Manage the client operations team (post-sales to pre-renewal) made up of client success, partner success, business support, Nominee Director (ND) relations and key account management teams- Second-level manager, managing directly the functional leads of the various client operations team- Work alongside the Managing Director, while as the direct report, to forecast revenue and plan quarterly strategies through OKRs- Monitor the team's PnL to increase profitability for Osome- Prepare and present weekly sales reports, monthly and quarterly business reviews- Monitor monthly sales performance to ensure revenue-generating teams meet and exceed monthly sales targets through sales strategies- Implement and drive client retention strategies in line with the company's mission and goals- Successful implementation of Key Account Management process to service Osome's key accounts (high-net-worth and group portfolio)

- Lead, coach and empower the client success team to be successful in their roles by monitoring their performance and KPIs- Assist team with executing growth and optimization strategies for our customers through assigned OKRs- Drive upsell and crossell strategies that lead to an increase in revenue (+400%)- Coach team on client success best practices in line with the company's vision and goals which led to an increase in the team's internal quality score (+26%)- Collaborate with cross-functional teams manager to promote visibility and alignment- Oversee escalations for complaints to resolve them- Work with Product to prioritize customer features and requests- Foster positive team culture and participate in team development including hiring, onboarding, career development and performance management

- Continued day-to-day tasks of a client success consultant- Assigned as an account manager for more than 30 clients who were identified as key accounts- Created and implemented the complaint management process, now adopted globally by all markets- Responsible for handling complaints from clients, performing service investigations and coaching the complainer with change management practices- Further enhanced the complaint management process, to automate escalation and tracking led to a reduction of manual workload- Managing SG Market's social media reviews, responding to them and conducting service investigations where necessary- Conducted monthly reviews with team managers and product stakeholders with service quality reports, leading to a decrease in complaints, an increase of NPS (+10%), an increase in google review rating (+1.2 stars) and create awareness of customer service best practices across all teams

Singapore

- Build strong relationships with new and existing Clients by providing strong customer support to ensure the smooth adoption of Osome’s suite of services- Address clients’ concerns within the agreed timeframe via various online platforms- Ensure excellent customised services are delivered to Clients in a timely manner- Service and manage Client accounts throughout the contractual period- Identify up-sell and cross-sell opportunities to ensure growth attainment through enhanced Client support- Communicate with the operational teams to ensure a high standard of service quality and coordination- Implemented a digital Knowledge-Based repository that enabled quick and easy search for information company-wide - Refined team processes to be client-centric

Singapore

- Voice of the brand- Part of the pioneering team to build the foundation of customer care. - Implemented training programmes and processes- Heavily hands-on and as part of the business team, was involved in business planning, development, vendor relations and policy writing- Interim person in charge of customer care for a month, overseeing customer care and hiring associates

Singapore

- Contact center for government-related training programmes, employment assistance and grants- Answer inbound calls in a timely and friendly manner- Evaluate the problems and complaints of the callers and provide proper solutions to them- Respond to the needs of customers and provide personalized service- Complete call logs and reports - Selected as a hybrid' to respond to queries via both phone and email- Responsible to guide the newly trained associates through an 8-day-long buddy system-which acts as a transition from product knowledge training to live calls

Singapore

- Promote marine conservation through education in-house and externally- Conducted educational school programmes, public outreach and public programmes by providing marine-related knowledge, promoting change and upholding conservation values (including VVIP and make-a-wish foundation)- Trained in, and conducted maritime history (silk-route) educational programmes- Trained in the Jason Learning marine program and conducted it for school learners- Answering questions from students, organizations, and the general public- Represented the aquarium to the Singapore Tourism Board's judging panel, leading to winning the award

Singapore

- Provide technical assistance to students and staff over the phone- Perform remote and guided troubleshooting through diagnostic techniques- Determine the best solution based on the issue and details provided by customers- Walk the customer through the problem-solving process- Direct unresolved issues to the next level of support personnel- Provide accurate information on IT products or services- Record events and problems and their resolution in logs- Follow-up and update customer status and information- Pass on any feedback or suggestions by customers to the appropriate internal team- Identify and suggest possible improvements in procedures- Responsible for maintaining the Service Level Agreement (SLA), running monthly reports and managing staff

Singapore

- Part of the Enterprise Mobility Team(Mobinet) to provision Devices(iPhones and iPads) and troubleshoot technical issues on the devices. - On-site support engineer at all Standard Chartered offices at Changi, Raffles Place, Bras Basah and Marina Bay)