ROSEMIN YALUNG
Customer-Focused Sales Professional | 18 Years In Logistics & Banking | Passionate About People, Service & Results
Angeles City, Province Of Pampanga
Summary
As a dedicated and results-driven professional, I bring years of experience in managing and developing accounts for leading organizations. Expertise lies in promoting professionalism and sensitivity, coupled with a winning mindset that consistently delivers service excellence. I am eager to join your team, where I can leverage my skills in customer interactions to contribute to the cultivation of a world-class service culture.
Overview
18
18
years of professional experience
Work History
Indoor Account Manager - Direct Sales
DHL Express (Singapore) Pte Ltd
09.2020 - 06.2025
- Focuses on increasing revenue and shipment volumes through effective up-selling and cross-selling, securing new business, and growing existing customer accounts.
- Crafted and executed personalized sales plan, utilizing in-depth knowledge of DHL’s offerings, and converting prospects into loyal clients.
- Key responsibilities include: fostering strong client relationships; ensuring accurate record-keeping of sales activities; collaborating with pricing and profitability guidelines; and collaborating with internal teams to address service, recovery, and credit matters—while consistently delivering high-quality customer service and reducing client churn.
- Here are 8 resume experience statements tailored for the role of Indoor Account Manager - Direct Sales, aligned with the expectations for a strategic tier professional with 15 years of experience:
- Cultivated strong client relationships by delivering tailored logistics solutions, enhancing customer retention and satisfaction.
- Developed and implemented strategic sales plans, resulting in increased revenue growth and market share expansion.
- Analyzed market trends and customer feedback to refine service offerings, promoting continuous improvement in operations.
Telemarketing Executive - Direct Sales
DHL Express (Singapore) Pte Ltd
04.2019 - 08.2020
- Initiated and maintained first contact with potential customers via phone, email, and live chat, qualifying leads based on established criteria, and guiding prospects through the account opening process.
- Facilitated the account opening process, providing guidance and support to prospects throughout their decision-making journey.
- Requires accurate data entry in compliance with PDPA, effective use of CRM tool, PowerBI, and Excel to manage leads, and close collaboration with the Telemarketing Manager to enhance lead qualification. Demonstrated strong communication skills, ensuring professional and empathetic interactions with all customers.
Customer Contact Centre Advisor (Back Line – GFPS/Tracking)
DHL Express (Singapore) Pte Ltd
01.2017 - 03.2019
- Managed customer trace inquiries and shipment issues to ensure high levels of satisfaction and retention.
- Negotiated claims, processed billing adjustments, and coordinated product substitutions and returns to meet customer needs.
- Provided guidance and support to junior Backline Representatives, enhancing team knowledge and performance.
Customer Contact Centre Advisor (Front Line)
DHL Express (Singapore) Pte Ltd
05.2015 - 12.2016
- Delivered comprehensive customer service for DHL’s suite of offerings, including booking, inquiries, shipment status, and tracking via multiple contact channels.
- Utilized product knowledge to provide alternative solutions, converting informational calls into potential sales leads and identifying value-added services for customers.
- Ensured accurate and confident communication with customers on key topics such as customs requirements, transit times, and pricing.
Customer Service Officer - Customer Centre, Technology and Operations
DBS Bank Ltd
01.2013 - 04.2014
- Personalized service over the telephone to customers on banking products, accounts, and services resulting in effective and efficient manner.
- Handle email enquiries and live chats.
- Understand customers’ needs and provide appropriate/ customized solutions.
- Identify cross-sell opportunities during customer interaction.
- Gather customers’ feedback and provide timely feedback to the Team Lead on issues for improvement.
Analyst / Senior Officer, Customer Service Executive, Branch Banking, Consumer Banking Group
DBS Bank Ltd
12.2007 - 12.2012
- Handle over-the-counter transactions in an efficient and accurate manner.
- Assist in customers’ enquiries and ensure DBS service delivery standards are met in achieving total customer satisfaction.
- Prospect and introduce customers to the Bank’s products and services.
- Market?and provide advisory on General Insurance to customers.
- Educate and migrate customers towards our digital platform.
- Drive service excellence in the areas of customer satisfaction - customer wait time, problem resolution and customer feedback/escalation/complaint.
- Ability to understand issues and appropriately escalate to Management in a timely fashion.
- Ensure compliance with all regulatory requirements.
- Contributes to self and team effort by accomplishing related end results.
Education
Bachelor of Science and Business Administration - Finance and Management Accounting
Holy Angel University
Angeles City01.2003
Skills
Project management expertise
Interests
Participating in marathons and local sports events Hiking/biking and exploring the outdoors Discovering new places and experiencing different cultures Volunteering at social events and contributing to the community through various service activities including blood donation and assisting those in need such as orphans and the elderly
Timeline
Indoor Account Manager - Direct Sales
DHL Express (Singapore) Pte Ltd
09.2020 - 06.2025
Telemarketing Executive - Direct Sales
DHL Express (Singapore) Pte Ltd
04.2019 - 08.2020
Customer Contact Centre Advisor (Back Line – GFPS/Tracking)
DHL Express (Singapore) Pte Ltd
01.2017 - 03.2019
Customer Contact Centre Advisor (Front Line)
DHL Express (Singapore) Pte Ltd
05.2015 - 12.2016
Customer Service Officer - Customer Centre, Technology and Operations
DBS Bank Ltd
01.2013 - 04.2014
Analyst / Senior Officer, Customer Service Executive, Branch Banking, Consumer Banking Group
DBS Bank Ltd
12.2007 - 12.2012
Bachelor of Science and Business Administration - Finance and Management Accounting
Holy Angel University