A dynamic professional with a proven track record at PGi. Excel in managing new and existing client’s databases, customer engagement and experience, customer retentions alongside a robust analytical skillset. Spearheaded initiatives that enhanced product and service deployment with continuous support and streamlined processes, achieving significant efficiency improvements in a complex environment. A quick learner and excellent team player, Ability to blend in innovative solutions with effective communication to drive business growth and client satisfaction. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Ability to work well under pressure with positive and calm attitude. Willingness to take on added responsibilities to meet team goals.
Hi, I’m
Nora August
Levittown,PA
Summary
Overview
25
years of professional experience
Work History
PGiKuala Lumpur , Malaysia
Senior Product Support Specialist
02.2019 - 12.2021
Job overview
- Hosted a high profile webinars, podcasts, town hall meetings, live events using GlobalMeet, media interviews with International artists, global trainings, sales meetings, product reviews and launches on virtual platforms for Fortune 500 companies.
- Built multiple meeting bridges and rooms to connect clients and attendees seamlessly.
- Coordinated event details and information with C Level Management and Event Team prior to the event start date to ensure a smooth and successful experience for everyone.
- Performed various technical and complex tasks on the event day from pre to live to post event such as Q&A session, polling session, surveys and translation.
- Created event bookings via SalesForce and CRM tools.
- Hosted products and services presentation and demonstration to new and existing clients.
- Led a complex product knowledge trainings to Sales Team across EMEA, North America and Asia Pacific.
- Led a full training on product development, services, client’s company protocols to new team members and a refresher to senior management.
- Created and sent a full event report, recordings and attendees details to the clients including case number for audio and video issues during conferences.
- Provided full support to North America and EMEA team to run complex webinars during their business hours.
- Taken added responsibility not in job description as Customer Success Manager mainly to save clients from contract termination.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed and maintained courteous and effective working relationships.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Skilled at working independently and collaboratively in a team environment.
- Paid attention to detail while completing assignments.
Self Employed ServicesKuala Lumpur , Malaysia
Founder of DollupGeek
05.2020 - 08.2020
Job overview
- Provides makeup and personalized image consultancy services to various clients through online and offline engagement.
- Promoting affordable beauty products on digital platforms such as Instagram, Facebook and business website.
- High end fake lashes creator.
- Supporting “women empowering women” community by providing free make over to lower income women to boost self confident and mental health.
Peoplelogy Group
Corporate Business Development Manager
09.2018 - 01.2019
Job overview
- Increased company revenue by identifying and pursuing new business opportunities in target markets.
- Optimized pricing strategies based on market trends and competitive intelligence, increasing overall profit margins.
- Evaluated potential risks associated with various business initiatives, implementing mitigation strategies as needed.
- Collaborated with marketing teams to develop targeted campaigns that generated high-quality leads and conversions.
Redmoney Training
Digital Sales Subscription Support Manager
12.2017 - 08.2018
Job overview
- Managed a team of subscription support specialists to ensure timely resolution of customer inquiries and issues.
- Established clear performance expectations for the support team, conducting regular evaluations and offering constructive feedback for ongoing development.
- Streamlined communication channels between departments involved in the subscription lifecycle to improve efficiency and collaboration.
- Built strong relationships with key clients by providing dedicated account management services and addressing their unique needs promptly.
PGi
Senior Meeting Solutions Consultant
02.2015 - 09.2017
Job overview
- Collaborated with cross-functional teams to design and implement customized solutions for clients in various industries.
- Designed post-sale training curricula to educate customers on use and maintenance of Type products.
- Evangelized for updated Type products following introduction of new features or updated specifications.
- Delivered high-quality presentations and demonstrations, showcasing the value of proposed solutions to prospective clients.
Formis Development Sdn Bhd
Technical Support Executive Corporate Internet
03.2014 - 12.2014
Job overview
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Maintained comprehensive documentation of customer interactions, ensuring seamless handoff between support staff.
- Supervised technical support staff service operations and assisted with maintenance advisory.
Maxis Berhad
Enterprise Business Consultant
06.2012 - 01.2014
Job overview
- Developed business strategies by conducting comprehensive market research and competitor analysis.
- Increased client satisfaction by implementing tailored solutions for their unique business needs.
- Performed as consultant for startup business in areas of marketing, logistics, and training to various behavioral healthcare service professionals.
- Delivered successful projects within tight deadlines, ensuring consistent client satisfaction and timely project completion.
- Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.
- Led process improvement initiatives that resulted in streamlined workflows and increased overall efficiency within the organization.
- Established strong client relationships through excellent communication and negotiation skills to secure long-term contracts.
- Identified growth opportunities for clients by conducting thorough financial and risk assessments.
- Developed complete business plans and operational strategies for new and existing business.
- Enhanced team productivity by providing guidance on effective time management and prioritization techniques.
Maxis Berhad
Senior Roaming Relationship Consultant
03.2011 - 06.2012
Job overview
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
Tungsten Network
Inside Sales Consultant
04.2008 - 07.2010
Job overview
- Visited customer locations to evaluate requirements, demonstrate product offerings, and propose strategic solutions for diverse needs.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules.
- Established fair pricing structures and finalized contracts to complete purchase agreements with customers.
- Completed Number daily cold calls and achieved average customer conversion rate of Number%.
- Nurtured client relationships, maintaining consistent communication and follow-up for repeat business.
- Implemented targeted prospecting strategies that resulted in a higher conversion rate from lead generation efforts.
- Contributed to the creation of sales forecasts, identifying trends within specific markets or industries that could impact future performance levels.
- Delivered informative product presentations tailored to individual client requirements during online meetings or phone calls.
- Collaborated with team members to achieve monthly sales targets and drive company revenue.
- Generated new business opportunities by conducting outbound calls to potential customers.
- Managed a pipeline of qualified leads through CRM tools, ensuring proper tracking and follow-up activities were executed efficiently.
- Participated in industry events and networking activities, enhancing visibility of company products/services within the marketplace.
- Provided exceptional customer service throughout the entire sales process, from initial inquiry to post-sale support.
British Council Malaysia
PA to the Managing Director of Education UK
04.2004 - 06.2005
Job overview
- Providing extensive support to the Director of Education UK. Managing her daily schedules, external and internal meetings including her emails and travelling arrangement. Preparing weekly and monthly reports to be sent to the UK.
- To provide counselling and educational support on UK universities, courses and programs and financial obligations to students and parents who wish to further study in the UK.
- Taking care of the team merchandise to ensure they are always available and ready.
- Meeting with UK universities and representatives to discuss various collaborative projects and programs for local and foreign students.
- Attending company events and conferences.
Santander Banco UK
Customer Relations Manager
07.2003 - 11.2004
Job overview
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
- Managed customer relations on ongoing basis to maximize customer retention.
- Created customer support strategies to increase customer retention.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Made customers aware of current and new programs and services.
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
Motorola UK
Documentation Controller
03.2002 - 06.2003
Job overview
- Optimized workflows within the department, reorganizing tasks according to priority and streamlining processes where possible.
- Increased overall compliance with company policies and regulatory requirements through diligent monitoring of documentation processes.
- Implemented quality control measures to identify errors in documents, minimizing the risk of non-compliance or inaccuracies.
- Provided exceptional customer service when responding to document inquiries from internal stakeholders or external clients.
Monsoon Accessorize
Junior Branch Manager
10.1998 - 09.1999
Job overview
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
Malaysia Airlines System
Travel Flight Reservation Officer
11.1996 - 07.1997
Job overview
- Processed ticket changes and cancellations promptly, minimizing disruption to client travel plans.
- Successfully managed bookings during peak seasons by coordinating with airlines on seat allocations.
- Maintained up-to-date knowledge of industry trends, fare structures, and special promotions to better serve customers.
- Reduced instances of overbooking by consistently monitoring seat availability across multiple platforms.
- Managed challenging situations calmly and professionally, resolving customer complaints effectively.
- Utilized advanced reservation systems to accurately book flights, accommodations, and ground transportation for clients.
Education
Basingstoke College of Technology Basingstoke, Hampshire United Kingdom
Professional Certification from Computer Networking
07.2003
University Overview
International Islamic University Malaysia Kuala Lumpur, Malaysia
LLB from Law
10.1996
University Overview
Victoria Institution Kuala Lumpur Kuala Lumpur, Malaysia
High School Diploma from High School
12.1995
University Overview
Petaling Girl’s School Selangor, Malaysia
High School Certificate from Student
12.1993
University Overview
Skills
- Analytical skillset
- Sales and customer engagement
- Microsoft 365 agile
- Communication and collaboration
- Excellent team player
- Robust team work
- Internet and technical savvy
- Willing to learn new skillset
- Quick learner
- Innovative and creative
Accomplishments
Accomplishments
- Winner of MAD award from PGi US for making a difference in the company
- Winner of Top Performer and Customer choice Consultant at Maxis Berhad
- Collaborate with Coca Cola South East Asia since 2014. They use my voice as their official telephone answering system.
Additional Information
Additional Information
Organizer - do it all self initiative
Feb 2011 - 2020
Social Services
I work with a team of volunteers to provide food, shelter, education and weekend projects to the homeless in the city of Kuala Lumpur. I have 10 volunteers friends from various backgrounds working together to help children, single moms and poor families with minimum to zero supports from the department of welfare or other government funded group off the streets of Kuala Lumpur.
We are not representing any NGO or government bodies but simply doing this for humanitarian purposes.
Our goal is simple to provide educations outside of classrooms for children from the red district, to provide free hot meals and to create public awareness on the real issues.
Languages
English
Native or Bilingual
Bahasa Malaysia
Native or Bilingual
Timeline
Founder of DollupGeek
Self Employed Services
05.2020 - 08.2020
Senior Product Support Specialist
PGi
02.2019 - 12.2021
Corporate Business Development Manager
Peoplelogy Group
09.2018 - 01.2019
Digital Sales Subscription Support Manager
Redmoney Training
12.2017 - 08.2018
Senior Meeting Solutions Consultant
PGi
02.2015 - 09.2017
Technical Support Executive Corporate Internet
Formis Development Sdn Bhd
03.2014 - 12.2014
Enterprise Business Consultant
Maxis Berhad
06.2012 - 01.2014
Senior Roaming Relationship Consultant
Maxis Berhad
03.2011 - 06.2012
Inside Sales Consultant
Tungsten Network
04.2008 - 07.2010
PA to the Managing Director of Education UK
British Council Malaysia
04.2004 - 06.2005
Customer Relations Manager
Santander Banco UK
07.2003 - 11.2004
Documentation Controller
Motorola UK
03.2002 - 06.2003
Junior Branch Manager
Monsoon Accessorize
10.1998 - 09.1999
Travel Flight Reservation Officer
Malaysia Airlines System
11.1996 - 07.1997
Basingstoke College of Technology
Professional Certification from Computer Networking
International Islamic University Malaysia
LLB from Law
Victoria Institution Kuala Lumpur
High School Diploma from High School
Petaling Girl’s School
High School Certificate from Student
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