Experience

SG Primary (by Appilearn)

• E-learning
• 1 - 100 Employee

• Founder

  • Nov 2019 - Present

  Singapore SG Primary aims to allow families with primary school students a solution to study & revise at their own pace and own time. With that in mind, we created an app that currently has over 2,500 past year test papers as well as cloze passages and MCQ quizzes from top primary schools in Singapore. Questions are auto-marked by the app and students have the option to bookmark difficult questions for easy revision. Over 2,800 video explanations are also available on the app to offer additional… Show more SG Primary aims to allow families with primary school students a solution to study & revise at their own pace and own time. With that in mind, we created an app that currently has over 2,500 past year test papers as well as cloze passages and MCQ quizzes from top primary schools in Singapore. Questions are auto-marked by the app and students have the option to bookmark difficult questions for easy revision. Over 2,800 video explanations are also available on the app to offer additional explanations for the tricky questions. The performance tracking feature enables parents to keep up-to-date with their child’s progress so that they can step in to give more support when needed. We’re also constantly updating materials on the app so that students have access to the latest materials for the most effective study. Our Vision is to form an active community of impact makers who will help each other on their learning journey, maximising every individual’s potential. That’s why we do our best to make our learning resources available to anyone, anywhere. SG Primary is a free mobile/web app for easy learning and revision. Resources available for students from Primary 1 to Primary 6. Free to use on both iOS and Android. Show less



Nestlé Nespresso

• Switzerland
• Food and Beverage Services
• 700 & Above Employee

• Regional Customer Relations Manager

  • Aug 2010 - Present

  Singapore Mar 2014 - Present, Regional Head of Customer Relations (Asia) Jan 2012 - Feb 2014, Regional Project Manager (Customer Relations) Aug 2010 - Jan 2012, Senior Team Leader (South East Asia & Greater China) - Head of Customer Experience for Asia Region, leading the organization's customer experience strategy to drive and support strong business growth in China, Hong Kong, Macau, Taiwan, Malaysia, Singapore, South Korea and Thailand • Define the customer experience strategy in… Show more Mar 2014 - Present, Regional Head of Customer Relations (Asia) Jan 2012 - Feb 2014, Regional Project Manager (Customer Relations) Aug 2010 - Jan 2012, Senior Team Leader (South East Asia & Greater China) - Head of Customer Experience for Asia Region, leading the organization's customer experience strategy to drive and support strong business growth in China, Hong Kong, Macau, Taiwan, Malaysia, Singapore, South Korea and Thailand • Define the customer experience strategy in Asia to support the Nespresso brand mission of Inspiring Tasteful and Meaningful Living. • Oversee the customer relationships centre operations across 8 markets in Asia, with more than 250 customer service reps, supporting them to execute the strategy and deliver results. • Work cross functionally to align the operational SOP across the region, ensuring a consistent high level of customer experience is delivered across Asia with the support from all functions in the organisation. • Optimise internal, outsourcing and consulting budgets through increased productivity and improved quality to compliment the Brand building strategy • Setup, recruit and train new customer relations centre in 6 different countries in the past 6 years, improving customer experience and cost efficiency each time. • Setup new customer service team to support China eCommerce (Eg. TMall, JD.com, Live Chat, etc…) • Defined the Omni channel touchpoint strategy for Asia and prepare the teams to expand their scope of support to cover, digital live chat and social media monitoring/engagements • Developed a consolidated customer feedback management process to promote continuous improvement and reduce customer complaints • Developed and launched a knowledge management tool to allow seamless flow of information amongst all operation sites increasing efficiency and productivity. Show less



Richemont

• Switzerland
• Retail Luxury Goods and Jewelry
• 700 & Above Employee

• Regional Administration and Logistics Manager (Customer Service Department)

  • Oct 2007 - Jul 2010

  Hong Kong  Manage the operations of 8 subsidiaries (almost 200 staff) and more than 100 agents throughout Asia to provide high quality service, while maintaining Brand image and meeting sales objectives.  Lead a team of 20 staff with 6 direct report in the regional office to provide support to the network in the areas of operations, logistics, administration, merchandising, etc.  Collaborate with Brand headquarters, subsidiary Directors and Retailers to define sales and operations… Show more  Manage the operations of 8 subsidiaries (almost 200 staff) and more than 100 agents throughout Asia to provide high quality service, while maintaining Brand image and meeting sales objectives.  Lead a team of 20 staff with 6 direct report in the regional office to provide support to the network in the areas of operations, logistics, administration, merchandising, etc.  Collaborate with Brand headquarters, subsidiary Directors and Retailers to define sales and operations targets, achieve KPIs and fulfill customer satisfaction.  Define annual business plan and budget (qualitative & quantitative) for each subsidiary in the region in collaboration with each Brand and monitor achievement rate by means of reporting to allow early detection of any deviation and implement corrective actions accordingly.  Design and roll out Brand policies, work procedure and worldwide pricing in the region. Coordinate the proper flow of information between Brands’ head office, POS and service centers, and ensure that communicated information is fully understood and implemented.  Manage the complete supply chain and stock of region and ensure that each subsidiary is able to meet the KPIs.  Monitor and control the procurement and use of stock in each market to ensure that there is no wastage/over stock and the targeted stock rotation is maintained.  Define and administer action plans to improve sales and stock quality with objective of a better financial margin and service level.  Physically maintain a regional inventory to support the needs of the region and facilitate prompt distribution to the network upon request.  Improve and maintain respective IT systems to ensure optimization of the business operations.

• Regional Administration & Supply Chain Manager (Customer Service Department)

  • Apr 2005 - Sep 2007

  Hong Kong

• Regional Administration Manager (Customer Service Department)

  • Nov 2002 - Mar 2005

  Hong Kong