Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Song Gao

Sydney,NSW

Summary

Accomplished Client Liaison Manager at NielsenIQ, adept in customer service and problem-solving, successfully led team transitions onto global platforms, enhancing client satisfaction and extending contracts. Excelled in stakeholder management and project handling, ensuring timely and quality deliverables. Demonstrated proficiency in Microsoft Office and effective communication, achieving significant improvements in operational efficiency.

Overview

12
12
years of professional experience

Work History

Client Liaison Manager

NielsenIQ
11.2021 - Current
  • Company Overview: global marketing research company
  • Stakeholder management – have seven team members to report to me besides handling my own clients; Ensuring that both internal/external parties are getting the support and manage expectations on both sides
  • Execute a final validation on client deliverables to ensure client requirements have been executed as expected prior to delivery
  • Support the quality team in root cause analysis and communicate action plans accordingly (both internal and external clients), conducted workflow analysis and identified areas of improvement
  • Managing communications and successfully delegating tasks to ensure a smooth transition of clients from Nielsen Answers Desktop onto NielsenIQ Connect Express and Ad Hoc Web platform, then to the final upgraded global version 'discover' platform
  • Perform initial analysis of client requests brought by clients and follow up on outstanding client inquiries and ensures on time and on quality execution, as well as prompt escalation/communication if potential issues arise
  • Global marketing research company
  • Quickly turning around client status from hypercare to stable status in very short period after working in new position and manage multiple priority portfolio of manufacturing client
  • Successfully extending contract with not only local clients but global ones too
  • Leading team to get through platform transition period within targeting timeline and make sure minimum impact to clients, from software user perspective
  • Allocating resources and offering support to other teams within business strategically to win back valuable contracts

Report Liaison Manager – Global Report Centre

NielsenIQ
04.2018 - 11.2021
  • Company Overview: global marketing research company
  • Technica Support – providing support to clients via phone and email, resolved hardware and software issues and provided troubleshooting tips
  • Report generation, creation and maintenance - Work with both the commercial and other operational teams to ensure we're exceeding client expectations regarding generating and delivering report output for clients in various formats (excel and powerpoint)
  • Maintain, create and update clients’ content folders, this could involve creating/updating thousands formulas and expressions and then translating from old generation platform to new platform during the transition process across both Retail Measurement Service and Consumer Pannel Service
  • Onboarding and assisting customers with product installation and setup, provide training and guidance to customers on product
  • Global marketing research company
  • People management of HK/TW team and provide detailed and timely status reporting to all management as requested
  • Work under high-pressure situations and driving results with less supervision and with the quick turnaround time

Senior Executive Operations

NielsenIQ
02.2013 - 04.2018
  • Company Overview: global marketing research company
  • Part of the team that led the RF5 migration
  • This involved doing intensive database checking of legacy vs RF5 and ensuring that any issues were resolved in a timely manner
  • Schedule creation and management – ensuring that all stakeholders have access to their database delivery schedule and should any changes be required, then update accordingly and re-communicate
  • Main contact from onshore to assist in the RMS Aldi database setup, this was a critical set up as it was a new setup
  • Database creation and BAU maintenance for both CPS sand RMS – ensuring that any new databases set up were as per specification and any databases in BAU that required maintenance were also updated
  • Once done, communicating readiness to all stakeholders
  • Working within the Global Operations team, responsible for quality & project control to meet deadlines of newly onboarded clients
  • SQL commands experiences of retrieving data information from Retailer Factory v5 for detailed investigation from Level 2 support perspective
  • Global marketing research company
  • As a stretch initiative I was specifically asked to be allocated to the onboarding team to help guide the TCS team in India
  • This involved providing them guidance on creating new databases, and providing support on complicated database setup with sustainable rules

Education

Master - Information Technology

University of Technology
Sydney

Skills

  • Customer service
  • Problem-solving
  • Communication
  • Teamwork
  • Planning
  • Organizing
  • Troubleshooting
  • Microsoft Office
  • Data entry
  • Reporting
  • Time management
  • Project handling

Accomplishments

Silver achievement awards.

Top of Ops team awards.

Timeline

Client Liaison Manager

NielsenIQ
11.2021 - Current

Report Liaison Manager – Global Report Centre

NielsenIQ
04.2018 - 11.2021

Senior Executive Operations

NielsenIQ
02.2013 - 04.2018

Master - Information Technology

University of Technology

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Song Gao