Brenda Lim

Experience

• 

  National Library Board

  Aug 2005 - Feb 2006

  Exhibition & Publicity officer

  - Member of the Organizing committee for the Zheng He & Maritime Asia Exhibition held at the National Library - Develop and design a suite of solutions for the corporate and non-commercial market - Conduct corporate and community programmes - Conduct general and business research

• 

  Elsevier

  Apr 2006 - Oct 2010

  Customer Service Executive (Books), Elsevier(S) Pte Ltd

  - Handled various markets namely South East Asia and North Asia Markets with main focus currently on China , Hong Kong & Malaysia - Daily job scope involved order fulfillment, preparation of quotations - Assist team manager and management with special projects assigned. - Certified with a development training course known as“ Building relationship with difficult customer” by ICS Singapore - Special projects include being in charge of department newsletter (2010), Creation of self-help knowledge base for customer in our internet (2010), updating and maintaining the intranet for Customer Service APAC (2009), writing a newsletter for the 2009 Customer Service Week, Elsevier’s Recreation Club (2007) and Rewards and Recognition Team for CS department (2007 & 2009). - Assisting colleagues to ensure that the SLAs (Service level of agreement) for the team are met. - Attend training to acquire product knowledge so as to provide accurate information to customer at all times. - Act as a contact point between the Sales Team & Credit Controller should payment or order dispute arises. - Attend to customer’s email, fax and phone enquires regarding the products price and order status. - Conduct investigation to customer’s claims and take appropriate action. - Use different systems (COPS, DELTA, RIGHT NOW and Oracle) to update customer profiles, processes orders and track delivery status as books are indent from various countries. - Work closely with the Credit Control Team for outstanding payment and accounts.• Cops and Delta are in house systems Show less

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  Wiley

  Oct 2010 - Mar 2019

  Responsibilities:Sales Management-Increase Institutional Journals and non-journals sales revenue and cross sell new products to new and existing customers.-Effectively manage relationship with existing customers-Secure 100% renewal of existing licenses-Develop and implement sales plan for SG & Indonesia that identifies key revenue targets and prospects.- Take active role in creating new businesses with our CORE academic market particularly in developing markets.Market Development/Lead Generation-Prioritize and target accounts from all prospecting sources in the Singapore and Indonesia regions-Communicate market and competitor intelligence to senior management-Attend industry functions and meet with customers and prospects for new business-Participate in the development of lead generation, tracking and referral system for sales and account developmentsCustomer Relations-Maintain regular client contact to ensure customer satisfaction.-Introduce existing clients to new products and services to develop on-going business and upselling opportunities-Work with marketing and editorial team to consistently build client and author relationship which is crucial as part of maintaining and building customer relationshipReporting:- Using SFDC to manage pipeline tracking reports- Perform detailed analysis reports for customers to show their ROIs and content to which they have access, combined consortium holdings, etc Show less License Administration : - Drafts and prepares negotiated Wiley agreements for APAC IS team including all related correspondence, verbal and written- Working with customers to finalize non-financial license terms- Works closely with Wiley US Legal Department to insure compliance with Wiley legal standards- Proceeds on own initiative in compliance with corporate policies, practices and procedures- Oversees and manages scanning and filing of contractsCustomer Relationships:- Develop long-term professional r/s with customers- Provide prompt response to customer queries- Retain existing customer base and develop new customer r/s as ‘agents of change’.- Build productive working r/s with internal customers by responding promptly by due date to internal requests or special assignments- Work with team to implement creative strategies to grow revenues- Respond to customers who have billing, licensing or access issuesSales:- Under the specific instructions from the various regional Account Managers• Generate quotations for Journals and non-journals sales products.• Follow thru to ensure that quotes are translated to sales• Evaluate and propose upsell opportunities for any customersReporting:- Assist AM with pipeline tracking reports- Work with internal customers to gather and compile usage or other data in a format that will be helpful to the Senior AM in customer negotiations- Perform activities for customers to show content to which they have access, combined consortium holdings, etcMarketing:-Coordinate targeted campaign and year-end marketing mail out to Account managed customers- Assist Sales and Marketing team o to conduct customer trainings sessions to librarians and end-userso to coordinate TS conferences and their related activities- Distribute end user training materials to librariesPeople Management: - Effectively manage Licensing Executive, including objective setting, coaching, appraisal and all other management functions Show less Sales:- Under the specific instructions from the various regional Account Managers• Generate quotations for Journals and non-journals sales products.• Follow thru to ensure that quotes are translated to sales• Evaluate and propose upsell opportunities for any customers• Follow up on Invoice Agreement Letter Customer Relationships:- Develop long-term professional r/s with customers- Provide prompt response to customer queries- Retain existing customer base and develop new customer r/s as ‘agents of change’.- Build productive working r/s with internal customers e.g. marketing/editorial/sales support by responding promptly by due date to internal requests or special assignments- Work with team to implement creative strategies to grow revenues- Respond to customers who have billing, licensing or access issues- Liaise with Sales Support and other functional areas to provide customer supportReporting:- Assist Account Managers with pipeline tracking reports- Work with Sales Support, Marketing or Research & Analysis teams to gather and compile usage or other data in a format that will be helpful to the Senior Account Manager in customer negotiations- Perform similar activities for customers to show content to which they have access, combined consortium holdings, etcMarketing:-Coordinate targeted campaign and year-end marketing mail out to Account managed customers- Assist Sales and Marketing team o to conduct customer trainings sessions to librarians and end-userso to coordinate TS conferences and their related activities- Distribute end user training materials to libraries- Organize and distribute “Welcome Kits” to new libraries Show less

  • Account Manager, Library Sales

    Jul 2016 - Mar 2019

  • Assistant Manager, Institutional Sales - In House Sales and License Adminstration

    Jul 2012 - Jun 2017

  • In House Sales / Licensing Consultant

    Oct 2010 - Jun 2012
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  Statista

  Apr 2019 - now

  Leading the Statista solution for the academia & government space Leading the academia solution for statista in APAC Responsible for managing the Statista’s academic solution in APAC

  • Group Director,Academia & Public Sector

    Oct 2021 - now

  • Associate Director, Academia & Public Sector

    Dec 2020 - Sept 2021

  • Senior Key Account Manager, Academia

    Jan 2020 - Nov 2020

  • Sales Manager, Academia APAC

    Apr 2019 - Dec 2019