Kim Yalong
Gold Coast,QLD
Summary
I am a goal-oriented marketing expert with natural talents in developing and implementing successful strategies, driving profits, increasing market shares and strengthening customer dominance. I am a hardworking, performance-oriented leader offering proven expertise in project development, team supervision and campaign enhancement. I come with 8+ years of progressive experience in Marketing, End to end Customer Journeys and Business Development. I am prepared to take on a challenging position with opportunities to make a lasting impact on my role, the company and the success of the customer.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Care Manager
NGO Training Centre
06.2022 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Provide valuable information and insights aligned to the customers needs and the solutions the NGO Training Centre offers.
- Develop an in-depth knowledge of the NGO Training Centre’s products and value proposition.
- Develop an in-depth knowledge of the NGO Training Centre’s Learning Management System (LMS).
- Roll out the Customer Engagement strategy, including regular contacts with customers, analysis of their LMS usage and customer LMS training.
- Renew our existing customers.
- Hold customer meetings (both virtual meetings and face-to-face meetings).
- Identify potential cross-sell and up-sell opportunities.
- Update our Customer Relationship Management (CRM) System Monday.com.
- Create customer stickiness through LMS usage and engagement.
- Provide regular renewal reporting of pipeline and accurate forecasts.
- Assist the L&D Team by researching and writing courses for both Complex Care and Workplace Essentials
- Create EDM Campaigns including Monthly newsletter, Course Alerts and important customer information
- Write all "in the news" articles for comany website
- Write all captions for social media platforms including Linkedin, Instagram and Facebook
- Responsible for maintaining SEO best practice for the website, and ensuring all new courses and downloadable content is available
Customer Success & Marketing Coordinator
Sophie Guidolin
01.2021 - 09.2023
- Introduced new methods, practices and systems to reduce turnaround time.
- Created customer support strategies to increase customer retention.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Performed research to collect and record industry data.
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Assisted coworkers and staff members with special tasks on daily basis.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Increased customer engagement through social media.
- Set clearly defined goals to drive customer retention, brand awareness and website or social media traffic.
- Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Managed department customer enquiry volume of 1000+ emails/dms/messages per day and coordinated priority schedules and tasks to ensure my full presence during peak times
Customer Service Manager
Brow Code
09.2019 - 09.2021
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Developed documentation and logs of implemented solutions and generated and submitted monthly reports.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Provided technical troubleshooting and problem solving for clients with product or system issues.
- Supported market research activities, including metrics and requirements development and risk management.
- Monitored social media and online sources for industry trends.
- Worked with beauty professional customers to understand needs and provide support & advice where needed
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Drove operational improvements which resulted in savings and improved profit margins.
- Managed a database of 30,000 customers via email, phone, live chat and social media communication channels
- Managed a team of 5 including inhouse and offshore staff
- Introduced new methods, practices and systems to reduce turnaround time.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
Social Media Marketing Manager
Brow Code
09.2019 - 09.2021
- Used Later & Google Analytics to analyze conversion rates across multiple digital channels.
- Identified target market and key segments through in-depth analysis of markets and related trends.
- Devised strategies and roadmaps to support product vision and value to business.
- Analyzed competitor pages to locate backlink and keyword opportunities.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
- Managed team of 3 to generate original content and moderate online community members.
- Maintained expert-level skills in digital platforms such as Facebook, Instagram, TikTok & LinkedIn platforms.
- Increased customer engagement through social media.
- Analyzed and reported social media and online marketing campaign results.
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Engaged online audiences by placing strong focus on sales process support and responding to inquiries and comments timely and knowledgeably.
- Drove digital and enterprise collaboration across functional teams, focusing on delivery and continuous process improvement.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Curated and segmented editorial content to increase engagement and channel growth.
- Discussed SEO needs and optimized strategies for short- and long-term campaigns.
- Devised and deployed online marketing plans with effective SEO, social media and viral video campaign strategies.
- Capitalized on industry and marketplace trends to strategize solutions and enhance business operations.
- Oversaw preparation of marketing copy, images, videos, emails and other collateral.
- Conducted trials and tests of marketing channels such as paid acquisition, social media and fresh content creation.
- Sourced and collaborated with influencers to increase the brands reach on social media
- Worked closely with the marketing team to successfully launch the brand into Mecca stores in Australia and New Zealand
Store Team Leader
Samsung
03.2018 - 08.2019
- Took a failing, unprofitable store to number 2 in the country for both sales and NPS
- Created and enforced detailed organization processes to increase quality service standards.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Built talented and valuable team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Supported professional development of team members and supervisors at all levels to place knowledgeable candidates in leadership roles.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Resolved customer service issues promptly.
- Submitted reports to senior management to aid in business decision-making and planning.
State Training Manager
Be Interactive
05.2017 - 10.2017
- Evaluated trainee performance to provide individual coaching, tools and constructive feedback.
- Assessed and analyzed sales team performance to determine areas of weakness and areas of strength.
- Communicated product quality and market comparisons by creating sales presentations.
- Monitored sales team performance, analyzed sales data and reported information to area managers.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Held one-on-one meetings with sales managers to identify selling hurdles and offered insight, including tactics and deployable solutions into how best communicate remedies, changes and solutions down the line to their own teams.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Led targeted training programs to educate staff on product benefits and service capabilities.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Increased sales by 100% by deploying simple training methods to change how sales teams approach customer conversations
Digital Marketing Manager
Numeroh
05.2014 - 03.2018
- Masterminded highly successful digital strategies for various platforms to attract customer engagement.
- Created social media content with consistent content and tone.
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Devised strategies and roadmaps to support product vision and value to business.
- Analyzed competitor pages to locate backlink and keyword opportunities.
- Analyzed and reported social media and online marketing campaign results.
- Managed relationships with high-profile clients and translated marketing and social media needs into results-driven strategies.
- Increased customer engagement through social media.
- Evaluated monthly performance statistics and used data to inform future strategies.
- Administered marketing calendar and posted new content to coincide with new product and service releases.
- Tracked innovations in social media and worked with key functional groups to adopt emerging technology.
- Campaigns.
- Managed Multiple campaigns at one time to increase lead conversion
Education
Diploma - Human Resources Management
Martin College
Brisbane07.2016
Diploma - Justice Administration
Metropolitan South Institute Of Tafe
Brisbane11.2010
Skills
- Copywriting to meet brand voice, tone and language briefs for any industry or audience
- Implementing tested social media strategy and workshopping new concepts to find best fit, across all platforms
- Managing single and multiple campaigns across multiple channels
- B2B and B2C Communications Specialist
- Brand Development and Building Strategies
- Customer Relationship Management
- Managing Multi-Channel Campaigns
- Customer Buying Cycle Analysis and Improvement
- Developing Targeted Leads
- Wordpress and Shopify Website Building and Management
- SEO Optimisation
- Curating and repurposing content for all channels
- Developing solid marketing plans and campaigns
- Developing strong relationships with stakeholders
- Managing single and multiple projects effectively
- Improving and refining processes, automating where necessary and reducing unnecessary resource spend where possible
- Leading teams to success, capitalising onstrengths and opportunities within the team unit
Systems & Software
- MS Office All Rounder
- Salesforce
- Hubspot
- Hootsuite
- Later
- All Social Media Platforms
- Wordpress
- Shopify
- Freshdesk
- Zoom
- Google Suite
- Planoly
- TalentLMS
- Monday & Asana
Certification
- Advanced Google Analytics Certificate
- Acadium - 90Day Marketing Internship
- Hubspot Certificate of Social Media Marketing
- Hubspot Certificate - Essentials for Continued success with Social Media
Accomplishments
- Trained more than 60 full time associates and 25 part-time associates while working for Be Interactive. The training delivered resulted in incredibly high sales numbers which led to rapid growth of the company (opened 40 new locations in 4 months)
- Designed a 12-month blended learning, performance-based curriculum for inside sales teams.
- Took on the Samsung Robina store when it was considered a "failing" store, sitting at 23rd in the country out of 25 stores for sales and customer service. Worked closely with the team, refined processes and set structure in place that took the store to 2nd in the country for sales and 1st in the country for customer satisfaction and NPS.
- During my 90 Day Marketing Internship with Acadium, I was placed with a motivational and resilience business coach to learn more about his marketing. I evaluated his current position then leveraged social media platforms to increase his reach by 1500% and engagement by over 3000%. I also worked to develop new lead funnels to embed into his website which resulted in the email list growing by 200% in 90 days.
Timeline
Customer Care Manager
NGO Training Centre
06.2022 - Current
Customer Success & Marketing Coordinator
Sophie Guidolin
01.2021 - 09.2023
Customer Service Manager
Brow Code
09.2019 - 09.2021
Social Media Marketing Manager
Brow Code
09.2019 - 09.2021
Store Team Leader
Samsung
03.2018 - 08.2019
State Training Manager
Be Interactive
05.2017 - 10.2017
Digital Marketing Manager
Numeroh
05.2014 - 03.2018
Diploma - Human Resources Management
Martin College
Diploma - Justice Administration
Metropolitan South Institute Of Tafe
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