Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Ashley Xiang

ShenZhen,GuangDong
Ashley Xiang

Summary

I am a results-oriented Senior Account Manager with a wealth of experience in successfully managing key client accounts, driving revenue growth, and delivering exceptional customer service. My track record includes expertise in client relationship management, strategic account planning, and leading cross-functional teams. Proficient in utilizing CRM software to efficiently manage customer interactions and resolve issues, I am dedicated to upholding high standards of professionalism, ensuring customer satisfaction, and surpassing sales targets.

Overview

11
years of professional experience

Work History

WebInterpret (Saas & E-commerce)

Senior Account Manager
08.2016 - 03.2024

Job overview

  • Client Relationship Management: Cultivated and strengthened key client relationships by consistently delivering tailored solutions, resulting in a 20% increase in client satisfaction scores within one year and a 15% improvement in client retention rates
  • Account Growth and Retention: Proactively identified new leads/up-selling/cross-selling opportunities, implementing targeted strategies that led to a 25% increase in revenue from existing accounts and a 10% reduction in churn
  • Performance Analysis and Reporting: Conducted in-depth performance analyses and created detailed reports providing actionable insights, leading to a 30% improvement in client performance metrics and enhanced client engagement
  • Project Management: Led cross-functional teams to deliver client projects from initiation to completion, ensuring timely and successful execution
  • Consistently exceeded client expectations, achieving a 95% on-time delivery rate
  • Market and Product Knowledge: Continuously updated knowledge of industry trends, market conditions, and competitor offerings
  • Utilized this information to advise clients effectively, resulting in a 20% increase in the adoption of new services and features
  • Communication and Training: Designed and conducted comprehensive training sessions and presentations, boosting client platform utilization by 40%
  • Ensured clients were well-informed and capable of leveraging all available features
  • Customer Advocacy: Acted as a strong advocate for clients, effectively communicating their feedback to product development and other departments
  • This advocacy led to several product enhancements that directly addressed client needs, improving overall satisfaction.

Estar

eBay Customer Support
04.2015 - 08.2016

Job overview

  • Customer Inquiry Management: Managed customer inquiries and resolved issues in a timely manner, ensuring high levels of customer satisfaction
  • Excellent Customer Service: Provided exceptional customer service and support through various channels, demonstrating strong communication and problem-solving skills
  • Professional Interactions: Maintained a high level of professionalism in all interactions with customers, ensuring positive experiences
  • CRM Software Utilization: Utilized CRM software to track and manage customer interactions, ensuring accurate and efficient handling of inquiries
  • Team Collaboration and Escalation Handling: Collaborated with team members to ensure customer satisfaction and effectively handled escalated customer concerns and complaints.

SAIS

Teaching Assistant
08.2013 - 04.2015

Job overview

  • Classroom Support: Help English teachers prepare lessons and materials for classes
  • Assist students individually or in small groups to ensure they understand lessons
  • Student Progress Tracking: Track students' learning and grades
  • Assist in grading assignments and exams, and give feedback to help students improve
  • Resource Management: Manage textbooks, tools, and multimedia for English teaching
  • Collect and organize teaching materials to support teachers
  • Teamwork and Learning: Work with teachers to improve lessons and methods
  • Attend training to develop teaching skills
  • Parent Communication: Update parents on Ss' progress and answer parents' questions and offer support.

Education

Bachelor
07.2013

University Overview

Skills

  • Client relationship management
  • Problem-solving
  • Account management
  • Team collaboration
  • Customer service
  • Sales and negotiation
  • Strategic planning
  • CRM Tools(Salesforce)

Languages

English
Professional Working

Timeline

Senior Account Manager
WebInterpret (Saas & E-commerce)
08.2016 - 03.2024
eBay Customer Support
Estar
04.2015 - 08.2016
Teaching Assistant
SAIS
08.2013 - 04.2015
Bachelor

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