Open to opportunities

Carrie Chan

@carriechan

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Experienced Salesforce consultant with a focus on customer success.

Malaysia

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What I'm looking for

I seek a role that values collaboration, innovation, and continuous improvement, where I can leverage my Salesforce expertise to drive customer success.

With over 15 years of experience in the IT industry, I specialize in Customer Relationship Management and Service Design excellence. My journey includes 8 years at Dell Technologies, where I honed my skills in Salesforce support operations and inside sales. I hold multiple Salesforce certifications, showcasing my commitment to continuous learning and professional growth.

Throughout my career, I have successfully led cross-functional teams to launch new Salesforce functionalities, optimized business KPI tracking, and transformed reporting capabilities into PowerBI. My expertise lies in translating complex business requirements into effective Salesforce solutions, ensuring stakeholder satisfaction and driving revenue growth. I am dedicated to fostering a collaborative environment and empowering teams to achieve their goals.

Experience

Work history, roles, and key accomplishments

Current

Salesforce Project Management Lead

Current

Aventra Group Malaysia

Oct 2023 - Nov 2024 (1 year 1 month)

Led Salesforce best practices and managed delivery strategies, ensuring customer satisfaction and successful project execution. Engaged with leadership to drive priorities and developed team capabilities while overseeing project escalations and risks.

Salesforce Project Management Customer Relationship Management Team Leadership Agile Methodologies Incident Management Stakeholder Engagement

Senior Advisor Sales Planning & Strategy

Dell Technologies Malaysia

Mar 2022 - Sep 2023 (1 year 6 months)

Served as the primary contact for business data, transforming reports into PowerBI for enhanced insights. Improved stakeholder communication and training methodologies, resulting in increased data utilization and customer satisfaction.

Power BI Data Analysis Training Development Salesforce Reporting Strategic Planning Customer Satisfaction Business Intelligence

Salesforce Consultant and Customer Success Manager

UST Global Malaysia

Sep 2017 - Mar 2022 (4 years 6 months)

Led Salesforce implementation projects, enhancing operational efficiency and client satisfaction. Collaborated with cross-functional teams to translate business requirements into Salesforce solutions, achieving high user adoption rates.

Salesforce Project Management Customer Relationship Management Cross Functional Collaboration Agile Methodologies Stakeholder Engagement Training

Salesforce Support Process Consultant

UST Global Malaysia

Dec 2016 - Aug 2017 (8 months)

Led the L2 support team, enhancing incident management processes and improving SLA compliance. Developed metrics for productivity and established a knowledge management process, significantly reducing resolution times.

Salesforce Incident Management ITIL Team Leadership Process Improvement Data Analysis SLA Knowledge Management Reporting

Inside Sales Specialist

SAP Malaysia

Jun 2016 - Nov 2016 (5 months)

Identified and engaged potential customers for SAP SuccessFactors, driving lead generation and revenue growth through strategic planning and collaboration with cross-functional teams.

Sales Lead Generation Customer Engagement Strategic Planning CRM Forecasting Relationship Building Communication

CRM Salesforce Business Support

Dell EMC Malaysia

May 2009 - Jul 2016 (7 years 2 months)

Managed Level 1 and Level 2 support for Dell's CRM tools, ensuring optimal user satisfaction and adherence to SLAs. Led the support team and facilitated seamless launches of new Salesforce functions.

Salesforce User Support Incident Management ITIL Team Management CRM Tools User Training Process Improvement Communication

Business Process Analyst

Agensi Perkerjaan Allstaff Sdn Bhd

Mar 2009 - Nov 2009 (8 months)

Coordinated technical support processes and prepared performance reports, ensuring efficient communication and issue resolution within the team.

Business Analysis Technical Support Reporting Coordination Communication Process Improvement Data Management Problem Solving

Inside Sales Account Manager

Kelly Services

Oct 2007 - Feb 2009 (1 year 4 months)

Managed corporate accounts for Dell, specializing in direct sales and customer relationship management, optimizing customer experience and satisfaction.

Sales Account Management Customer Relationship Management Direct Sales Experience Communication Problem Solving Customer Service Negotiation

Customer Service Coordinator

DHL Global Forwarding

May 2007 - Nov 2007 (6 months)

Handled export shipments and maintained communication with customers, ensuring timely delivery and preparation of performance reports.

Customer Service Logistics Communication Reporting Problem Solving Time Management

Education

Degrees, certifications, and relevant coursework

University Science Malaysia

Bachelor of Arts, Graphic Communication

2003 - 2007

Grade: 3.03/4.00

Completed a Bachelor of Arts in Graphic Communication with a minor in Management, focusing on the principles of design and effective communication strategies.