Experience

National Neuroscience Institute

• Singapore
• Hospitals and Health Care
• 100 - 200 Employee

• Senior Executive , Patient Experience

  • Mar 2022 - Present

  Supporting the implementation of initiatives aimed at improving patient experience and building a patient-centric culture Designing posters for internal communications Ad-hoc projects such as filming and editing wayfinding videos to enhance patient experience Facilitate service training and organise platforms to engage multiple stakeholders Lead fundraising efforts and community outreach to adopted beneficiary, Singapore 🇸🇬 Hospice Council for SingHealth President’s Challenge 2022



Aqua+ Series Singapore

• Brand Ambassador

  • Aug 2021 - Feb 2022

  ⁃ Answer customers questions related to service. - Provide Daily Product Knowledge and Sales Pitch Training for team of beauty consultants ⁃ Maintain existing customers’ account and aggressively develop new accounts. ⁃ General admin matters. ⁃ Administration job to clients and update buyer’s requirements. ⁃ Prepare quotation and follow-up to ensure orders closure. ⁃ Mitigate any issues or problems, and appease customers,s and prevent further customer dissatisfaction. ⁃ Work on proactive initiatives that will help take support to the next level and provide even more opportunities for customers. -Build long term relationships with customers and guide them to get flawless skin with Aqua+ Series skincare



The Coffee Bean & Tea Leaf®

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

• Training & Development Executive

  • Mar 2018 - Aug 2021

  • Management representative to do administration for training grant application and ad-hoc claims for all WSQ modules and e-cert organization • Develop bite sized 101 Barista Training videos to train team members on skills and knowledge in Coffee & Tea Knowledge , Equipment, Cleaning & Maintenance • Ensure consistency of quality service in all stores through course development and enhancement for WSQ Interact and Serve Food & Beverage Customers , WSQ Basic Food Hygiene , Maintain Food & Beverage Service Environment • Conduct store audits and follow-up on standard operating procedures to ensure consistency • Assist in training needs vital in store opening and other operational related training. • Responsible for the on-job-training for our Managers-in-Training (MIT) • Conduct shift certification and station skills certification for MITs • Monitor on-job-training of all staff with the necessary follow up • Conduct training audit with follow up action • Conduct and evaluate stores’ Total Quality Experience with corrective action plan • Enforce and ensure all standard operating procedures are adhered to • Monitor and evaluate managers’ performance in running outlets and follow up accordingly • Identify training gaps and ensure gaps are filled through an action plan • Evaluate and identify critical training needs required in stores • Maintain and update training materials / SOPs / store visit checklists • Maintain constant communication with training & development team • Evaluate MITs performance and follow up • Assist training & development team in organising the annual Barista Competition • Any other ad-hoc duties assigned by Training & Development Manager such as #cbtlsghappyfeet on instagram to create awareness that The Coffee Bean & Tea Leaf(S) Pte Ltd is a fun and happy place to work and creat Team Member bonding and engagement through Special Team challenge, Healthier Dining Partner ( Health Promotion Board) project for all outlets



CHARLES & KEITH GROUP

• Singapore
• Retail
• 700 & Above Employee

• Learning & Development Executive (International )

  • Feb 2017 - Jul 2017

  * Support international partners to enhance and align customer service standards, product knowledge and fashion acumen to achieve global consistency for CHARLES & KEITH GROUP. * Delivery various in-house learning and fashion programmes (including OJT) and enable partners to achieve Company's core values and business goals * Conduct various assessments and audits to ensure transfer of learning for retail and fashion programmes * Review training evaluation and feedback to improve training effectiveness * Perform training administration in accordance to ogranizational requirements * Provide feedback on learning and fashion programmes to enhance employee skills so that they are equipped with necessary skills to achieve organizational goals * Assist in partner's Learning Needs Analysis and provide feedback to HQ on learning needs to support company's global needs * Champion various projects and initiatives to enhance employee engagement among partners * Responsible for other relevant learning and customer service initiatives



Resorts World Sentosa

• Hospitality
• 700 & Above Employee

• Training Executive, Attractions Training & Development

  • Jun 2015 - Feb 2017

  -Conduct Standup Training and facilitation of WSQ Interact with Guest, WSQ Work Safety classes, WSQ Apply Suggestive Selling -Conduct orientation for New Hires specific to attractions - Conduct Guest Service Workshop -Contextualize WSQ Modules such as Work Effectively in Retail Environment - Comply with regulatory training requirements and ensure proper documentation and training administration -Measure training effectiveness of training programs and trainers and identify training needs - Develop WSQ Apply Suggestive selling course, WSQ Handle Admissions (Blended learning) - Involve in Team member's engagement/Service Quality projects



BreadTalk Group Ltd

• Singapore
• Food & Beverages
• 400 - 500 Employee

• Officer, Group Training & Development

  • Apr 2014 - Jun 2015

  - Conduct & Facilitate WSQ Basic Food Hygiene Class, WSQ Interact with Guest , WSQ Maintain Workplace Safety Class and Final Assessment - Conduct service evaluation for Food Republic Atriums - Conduct shift certification for new Operations Staff for Food Republic - Conduct basic grooming and personal make-up sessions for female servers - Do SOPs and training for new products - Support the Training & Development function for Food Republic Entity - Maintain Skills Inventory records for Team Members in Food Republic Entity - WSQ Statement of Attainment(SOA) adminstration and distribution - Support Group VP in preparation for Continuous Improvement Review Audit by Singapore Skills Future (SSG)



Shangri-la’s Rasa Sentosa Resort & Spa

• Training And Development Coordinator

  • Nov 2012 - Mar 2014

  • Conduct facilitated classroom training and competency-based assessment for WSQ Interact with Guest module • Conduct and coordinate orientation for new hires • Prepare training materials and set up venue for all internal trainings • Management representative to do administration for training grant application and ad-hoc claims for WSQ modules and all external training on skillsconnect • External training registration and administration for colleagues • Manage all department training hours and report • Conduct training audits on skills and knowledge training conducted by department trainers to ensure compliance with corporate guidelines • Assist to liaise with various schools to attract and retain interns for all departments • New hire administration for trainees and taking care of their welfare • Administration of monthly guest delight program to recognize colleagues who has gone the extra mile to delight and engage with guests • Assist to plan and execute internal colleagues events such state of hotel meetings, monthly guest delight program and birthday celebration, annual dinner and dance and long service award dinner • Coordinate ‘New Hire Stayover Experience’ to allow new hires to stay as a guest for a night • Step up as a CSR(Corporate Social Responsibility) Ambassador to educate colleagues on the importance of CSR and assist in organizing charity events such as charity bazaar to raise funds for beneficiaries • Assist with HR operations such as recruitment drive, attendance tracking for trainees and casual labor administration

• Part-Time Barista Trainer/ Assessor/Tea Specialist

  • Mar 2009 - Jan 2012

  • Assisted in shift control • Conducted facilitated classroom training in WSQ Provide Specialty Drinks and WSQ Interact with Guest Modules • Conducted WSQ Competency-Based Assessment in Interact with Guest, Basic Food Hygiene and Provide Specialty Drinks • Did cashiering, suggestive and upselling and cross selling to guests • Ensured cleanliness of outlet • Enforced Standard of Procedures(SOP) • Facilitation of WSQ Basic Food Hygiene Class • Prepared food and drinks • Conducted store audits • Technical Judge for yearly Barista Competitions