Experience

Changi Airport Group

• Singapore
• Aviation and Aerospace Component Manufacturing
• 700 & Above Employee

• Assistant Manager (Experience Creation)

  • Dec 2016 - Present

  • Cultivate and manage partners for multimedia and events projects• Procurement of product, such as multimedia digital content and services, such as event management for year-end festivities • Conceptualise and develop experience enhancing projects• Mentor and guide interns in the development of experience enhancing projects, targeted at elderly passengers• Manage and ensure the fulfillment of respective Service Level Agreement (SLA) by various contracted vendors

• Assistant Manager (Arrival Experience)

  • Jul 2016 - Nov 2016

  • Reviewed and streamlined car park management operations to increase productivity (as part of the overall car park portfolio review, resulting in a further 25% headcount reduction)• Conceptualised, reviewed and procured new technologies to improve productivity, security and provide new services for drivers (as part of the overall car park portfolio review, resulting in savings in excess of S$3million) • Established and managed partner relationships to ensure smooth ground transport operations, such as working with LTA and public transport operators to improve their services in Changi Airport• Established systems and processes as part of the Roadway taskforce to manage landside roadway activities in Changi Airport and ensure smooth roadway operations (successfully coordinating with various partners to launch 3 additional bridges across Airport Boulevard, while maintaining smooth traffic operations)



Changi Airport Group

• Singapore
• Aviation and Aerospace Component Manufacturing
• 700 & Above Employee

• Senior Associate

  • Jul 2013 - Jun 2015

  • Managed and ensured the fulfillment of respective Service Level Agreement (SLA) by various contracted vendors• Developed and introduced productivity tools, such as the Automated Trolley Management System, to improve operational processes, resulting in at least 25% man-hour savings• Streamlined manpower and workflow to increase operational efficiency, such as establishing a centralised operational centre, resulting in 38% reduction in headcount• Established various service projects (e.g. valet parking services and assisted in the Ground Transport Desk self-service system)• Managed and responded to feedbacks expeditiously

• Associate

  • Jan 2012 - Jun 2013

  • Managed and ensured the fulfillment of respective Service Level Agreement (SLA) by various contracted vendors• Managed and responded to feedbacks expeditiously• Assisted in the organisation of employee engagement activities



StarHub

• Singapore
• Telecommunications
• 700 & Above Employee

• Customer Care Consultant

  • Jul 2010 - Jul 2011

  • Handled inbound and outbound calls, providing post product billing assistance• Responding and resolving customer enquiries and grievances• Assisted team managers in handling service manager calls• Mentored and ensured smooth introduction of new hires into the workplace• Motivated and assisted co-workers to provide quality services for customer • Handled inbound and outbound calls, providing post product billing assistance• Responding and resolving customer enquiries and grievances• Assisted team managers in handling service manager calls• Mentored and ensured smooth introduction of new hires into the workplace• Motivated and assisted co-workers to provide quality services for customer



MSP Performance Centre

• Supervisor

  • Nov 2009 - Jul 2010

  • Streamlined operations pipeline, to efficiently refurbish in excess of 40 cars monthly• Led a team of 5, including painters and mechanics• Managed the procurement of spare parts• Established new SOP to provide free value-added services e.g. car wash, vacuum and tire-shine• Managed staff welfare, emphasizing on safety and workplace hygiene• Conducted meticulous quality control checks and post project services to ensure customer satisfaction and loyalty• Managed general administration duties including book keeping