Winnie Wong Email and Phone Number

Recently promoted to lead a new customer success team of four, fostering a collaborative and customer-focused culture. Provide mentorship and guidance to team members to improve the overall customer retention rates. Conduct regular strategic business reviews with customers to identify opportunities for upsell and cross-sell helping to improve product usage, increase revenue and reduce churns.Build and maintain strong relationships with clients, acting as the primary point of contact for customers. Provide Training to new team members to enhance product knowledge and customer engagement skills. Monitor and analyse support queries and customer satisfaction scores. Provide insights into customer trends and opportunities for product enhancement.

Lead a team of implementation consultants to help them achieve the implementation goals. Provide mentorship and training to new implementation consultants. Provide continuous support and mentor other staff members within the business. Perform database review, provide recommendations and best practices to clients on how to configure their Prospend database. Update implementation documentation deliverables as needed. Assist in creating processes and procedures which improve and streamline the implementation processes.

Work closely with clients on the implementation of the Prospend software from start to finish. Perform business analysis to develop an implementation plan with configuration requirements, project timelines and client-specific requirements. Lead implementation meetings and build business workflows and complete system configurations. Liaise with external third-party software partners with integration endpoints, including data feeds and API integration. Coordinate and manage User Acceptance Testing (UAT) with customers. Prepare and facilitate pre and post-system user training. Provide post-go-live dedicated support to customers.

Within the Partner Qualification and Enablement team, established a training and certification program for solution partners and authorised developers to become more self-sufficient and effective using the Sabre development API Platform. Collaborated with local and global team members to identify qualified strategic partners. Gathered and compiled relevant information, analysed data to give appropriate insight and recommendation for the right solutions in meeting target customers’ needs. Provided consultation and advice to solution partners for Sabre functional and technical queries. Provided support to both internal and external stakeholders for product implementation, contract fulfilment and sales engagement to best meet the company’s goals and objectives.

-Provided 8 months onsite support and training to travel managers of various Flight Centre brands.

Within the Product Marketing team, managed various online travel booking and automation solutions. Collaborated with marketing team to create effectivemarketing campaigns and collaterals. Identified product positioning and value proposition for various customer solutions. Managed product release cycle and prioritised development items for product roadmap to ensure product strategies are met. Developed detailed product release documentations and reference guides. Engaged with product developers to provide constructive feedback on product design and user experience. Participated in stand-up meetings and executed user acceptance testing. Performed product demonstrations and product update sessions to both external and internal stakeholders to empower them with product knowledge, to trigger conversations and opportunities in driving sales for the products.

Designed and developed effective training lesson plans and assessments for specialised training and provided consultation to customers in using various Sabre Products. Delivered training programs in both classroom and eLearning settings. Developed detailed training curriculums and trainer guides with processes and procedures. Delivered Train-the-Trainwe programs. Performed training needs analysis to identify learning gaps. Managed training administration tasks and assisted training manager in planning and distributing monthly training schedules to customers. Collaborated with other learning and development specialists within the organisation locally and globally and acted as a support to them.

Reported directly to General Manager, led and managed the product and training team of three and delivered classroom training to customers in Australia and New Zealand. Organised and collaborated with team members to provide product demonstrations for strategic customers. Performed direct user acceptance testing for new products and product enhancements to identify and address deficiencies. Maintained and managed training schedules and assessment results in Australia and New Zealand. Promoted and stimulated training activities to increase training participate rate

Reported directly to Training Manager and delivered classroom training to customers in Australia and New Zealand in the use and application of the Abacus System. Acted as a second level support to customers and scheduled onsite visit and training on a request basis. Assisted training manager to manage all training administrations, course schedules and assessment results in Australia and New Zealand. Managed training records on a regular basis before submitting to the Training team in headquarter, Singapore.

Reported to Head of Customer Service, Maintained high level of customer satisfaction through timely and accurate problem diagnosis and resolution. Performed maintenance of skillset to ensure correct escalation of subscriber service difficulties to the appropriate internal stakeholders. Executed regular customer onsite visits and collaborated with technical and sales team to support system cutover and upgrades.

Executed helpdesk support to customers on a rotational basis and delivered troubleshooting and problem-solving solutions to customers. Liaised and act on closely in any problem areas for subscribers. Coordinated with various departments to system cutovers and followed up with overdue subscriptions.