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I am a senior customer success and account management leader with 20+ years of experience driving retention, operational excellence, and revenue growth across APAC. I have led APAC customer success strategies, redesigned lifecycle journeys, and partnered with regional stakeholders to align marketing, operations, and customer experience. My work consistently delivers measurable improvements in retention, cost optimization, and member growth. I excel at building data-driven ecosystems, coaching high-performing teams, streamlining processes, and delivering integrated campaigns and events that boost brand engagement. I thrive on turning insights from CRM, operations, and marketing into actionable decisions that accelerate value for customers and the business.…I am a senior customer success and account management leader with 20+ years of experience driving retention, operational excellence, and revenue growth across APAC. I have led APAC customer success strategies, redesigned lifecycle journeys, and partnered with regional stakeholders to align marketing, operations, and customer experience. My work consistently delivers measurable improvements in retention, cost optimization, and member growth. I excel at building data-driven ecosystems, coaching high-performing teams, streamlining processes, and delivering integrated campaigns and events that boost brand engagement. I thrive on turning insights from CRM, operations, and marketing into actionable decisions that accelerate value for customers and the business.

Yeo Glenda (Yang Wen Qi)

Product Designer, UX Designer, UI Designer, +7

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I am a senior customer success and account management leader with 20+ years of experience driving retention, operational excellence, and revenue growth across APAC. I have led APAC customer success strategies, redesigned lifecycle journeys, and partnered with regional stakeholders to align marketing, operations, and customer experience. My work consistently delivers measurable improvements in retention, cost optimization, and member growth. I excel at building data-driven ecosystems, coaching high-performing teams, streamlining processes, and delivering integrated campaigns and events that boost brand engagement. I thrive on turning insights from CRM, operations, and marketing into actionable decisions that accelerate value for customers and the business.…I am a senior customer success and account management leader with 20+ years of experience driving retention, operational excellence, and revenue growth across APAC. I have led APAC customer success strategies, redesigned lifecycle journeys, and partnered with regional stakeholders to align marketing, operations, and customer experience. My work consistently delivers measurable improvements in retention, cost optimization, and member growth. I excel at building data-driven ecosystems, coaching high-performing teams, streamlining processes, and delivering integrated campaigns and events that boost brand engagement. I thrive on turning insights from CRM, operations, and marketing into actionable decisions that accelerate value for customers and the business.

Available to hire

I am a senior customer success and account management leader with 20+ years of experience driving retention, operational excellence, and revenue growth across APAC. I have led APAC customer success strategies, redesigned lifecycle journeys, and partnered with regional stakeholders to align marketing, operations, and customer experience. My work consistently delivers measurable improvements in retention, cost optimization, and member growth.

I excel at building data-driven ecosystems, coaching high-performing teams, streamlining processes, and delivering integrated campaigns and events that boost brand engagement. I thrive on turning insights from CRM, operations, and marketing into actionable decisions that accelerate value for customers and the business.

Skills

Leadership

CRM

SEO

Experience Level

Leadership

Expert

CRM

Expert

SEO

Expert

Language

English

Fluent

Work Experience

Senior Account Manager & Senior Customer Manager – APAC at doTERRA Singapore

January 1, 2021 - December 31, 2024

Reversed declining retention (78% → 89%) by implementing customer lifecycle strategies; Reduced escalations by 40% through service redesign and SLA optimization; Led omnichannel campaign driving 20x customer acquisition growth; Delivered 35% cost savings via automation and vendor consolidation; Improved team productivity by 25% through KPI-driven coaching frameworks.

Customer Service & Operations Manager – APAC at Herbalife Singapore

January 1, 2014 - December 31, 2020

Increased customer satisfaction by 42% through CX frameworks and performance dashboards; Reduced churn by 28% through lifecycle engagement strategies; Drove 15% YoY revenue growth via retail experience transformation; Maintained 95% SLA compliance across APAC operations.

Service Quality & Training Leader at StarHub

January 1, 2000 - December 31, 2014

Supported CRM transformation for 1M+ users; Trained 500+ employees, reducing error rates by 33%; Improved service quality by 40%; Increased high-value customer satisfaction by 45%.