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Cassendra Chow

Customer Success Manager Profile

Results-driven team leader with proven success in exceeding sales targets to drive revenue growth and ensure customer satisfaction. Adept at leading and mentoring teams to enhance personnel performances and achieve targeted deliverables. Skilled in nurturing and maintaining positive relationships with key clients and stakeholders to understand needs and provide tailored services. Well-versed in collaborating cross- functionally with product development, marketing, and supporting teams to ensure client satisfaction and product improvement. Excellent communication and interpersonal skills; instrumental in delivering best-in-class customer services to elevate client satisfaction and experience.

ad2ls3@r.postjobfree.com 954-***-****

Florida, United States of America linkedin.com/in/cassendrachow AREAS OF EXPERTISE

Enterprise Account Management Client Relationship Management Customer Service & Success Start-Up Fast Paced Revenue Generation Customer Onboarding & Retention Strategic Planning & Execution Team Leadership & Training Negotiation Escalations Issue Identification & Resolution Sales Management New Product Launch Cross-Functional Collaboration

CAREER EXPERIENCE

Customer Success - Team Lead Growth & Retention Asia Quandoo GmbH [Subsidiary of Recruit Holdings]

12/2018 - 10/2023, Singapore

Revolutionized customer satisfaction by proactively listening aimed at capitalizing on upsell opportunities, negotiating contract renewals, and preventing churn. Actively took ownership of driving customer satisfaction, retention, and revenue growth by developing and executing successful customer success strategies across APAC and globally. Established an effective feedback loop with both external and internal stakeholders to ensure ongoing product improvement and innovation while leading new product launches. Collaborated with cross-functional teams including sales, marketing, product, and billing to align on customer needs, share best practices while elevating revenue growth and customer lifetime value. Improved client journeys, touch points, and feedback loops to enhance client experience and value proposition. Provided timely resolution of service complaints and managed conflicts, leading to high client satisfaction/retention. Formulated and executed effective onboarding strategies for new hires and clients to ensure a seamless and positive experience. Ensured business continuity by covering for colleagues' teams during leaves by showcasing a commitment to team collaboration and operational stability. Liaised cross-functionally to influence C-level decision-making while serving as the customer advocate and driving projects to enhance customer success, aligning with OKRs and KPIs. Generated an estimated EUR 3.1 million in annual revenue by providing exceptional customer service, monitoring customers’ usage and performance to proactively identify upselling and cross-selling opportunities to 1500+ clients. Achieved a remarkable 95% contract renewal rate by exemplifying a strong commitment to preserving and expanding revenue streams and market share through unwavering tenacity, determination, and perseverance. Acquired 200% growth in automatic payment method adoption, resulting in EUR 0.5 million debt recovery through data analysis and strategic financial planning.

Increased profitability and global effectiveness through effective leadership and team management while managing business targets and implementing strategies.

Exceeded sales targets resulting in attaining the highest global sales performance in Q3 2020, even without it being a primary responsibility.

Identified as the next in line for the Singapore office to make critical decisions during the Managing Director's absence. Prepared for a promotion to Head of APAC Customer Success (prior to relocating to the USA) by demonstrating comprehensive understanding of Customer Success through cross-functional training. Reduced annual business expenses successfully by at least EUR 20 thousand by identifying and eliminating unnecessary costs aimed at enhancing employee satisfaction and efficiency while maintaining customer satisfaction. Page 2 of 2

CAREER EXPERIENCE

Hospitality Consultant

Amadeus IT Group

11/2016 - 11/2018, Singapore

Demonstrated exceptional communication and presentation skills while effectively engaging C-level executives and stakeholders at all levels, both internally and externally. Played a vital role in project management to ensure smooth collaboration between clients and the organization. Facilitated system demonstrations for successful project implementations and client satisfaction. Provided support to improve project outcomes and operational excellence. Improved efficiency and user satisfaction by recommending pivotal changes based on comprehensive analysis. Displayed proficiency in clear and concise communication of product improvements, industry best practices, and pertinent company news. Optimized operational capabilities and enhanced user adaptability by identifying potential risks and opportunities while conducting in- depth assessments and analysis.

Hospitality Consultant

McLaren Technologies Asia

07/2014 - 11/2016, Singapore

Developed and implemented training materials and consistent product testing processes aimed at clinch quality performance and adherence to industry standards. Steered processes associated with conducting thorough assessments of clients' existing hospitality infrastructure and technology systems. Enhanced user experience and increased client retention by maintaining an unwavering commitment to delivering superior client satisfaction.

Delivered comprehensive consulting and training services to business stakeholders while aligning with corporate strategies and standards, resulting in maximized organizational productivity. Front Desk Manager

Marina Mandarin Hotel Singapore

09/2010 - 07/2014, Singapore

Cultivated a culture of responsibility and commitment within the team for proactive customer service, consistently exceeding expectations. Coordinated with other hotel departments to ensure seamless guest experiences, including housekeeping, concierge, and maintenance. Elevated team performance and service standards by training and onboarding personnel in new procedures and SOPs. Boosted customer satisfaction levels and earned recognition for outstanding service improvements by pioneering impactful initiatives to address customer feedback from TripAdvisor and service-related emails. TECHNICAL SKILLS

Salesforce Tableau JIRA Trello Intercom IVR Vonage Microsoft Power BI Microsoft 365 GSuite DocuSign Splunk Slack Delphi HotSOS & Housekeeping Hotel Property Management Systems CERTIFICATES

Analyzing & Visualizing Data with Microsoft Power BI NTUC LearningHub

Customer Relationship and Service Management

Republic Polytechnic [Associate Degree]

Certified Scrum Master® (CSM®)

Scrum Alliance, Inc.

LANGUAGES

English

Native or Bilingual Proficiency

Chinese - Mandarin

Limited Working Proficiency

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