Head of Operations

• May 2023 - Present

Operating Programme Manager

• Sep 2021 - Jun 2023

Proactively undertake activities that ensure:delightful and enjoyable experience for our guests;profitable and positive experience for our landlords and managing agents; and,positive and fulfilling work environment and experience for our employees.Proactively promote a positive working environment that benefits our guests, our landlord and managing agent clients, our suppliers and our employees.An ambassador for the Project Management Office (PMO) within the Win Win Group companies and help the other teams within the group understand the role of the PMO by keeping stakeholders informed, taking feedback, continuously improving systems, processes and procedures and over communicating. Show less

Operations Manager

• Jun 2021 - Sep 2021

Assisted a revenue team of dental insurance verifiers. Focused on initiatives to reduced dentist and clinic effort by lowering handling time of the insurance breakdown. Conducts FGDs to encourage feedback and insights to enhance dental practices experience. Writes and administers performance reviews. Addresses disciplinary and performance problems. Handle end to end transaction quality and process improvement. KPI action planning and tracking to analyse trends. Managed 5 Team Leaders handling 15-20 agents. Show less

Customer Service & Support Centre Lead - Team Leader

• Aug 2014 - Feb 2021

Managed 15-20 team members, responsible for team performance and employee developmental plan Created improvement and development plan for consultants to manage performance outcomes.

Dedicated Moves Team One Up Manager Secondee

• Oct 2014 - Nov 2018

Residential/Foxtel Billing Consultant cum SME

• Aug 2013 - Oct 2014

Handled general billing and account maintenance for both consumer and Foxtel customers Promoted to become a products subject matter expert in Foxtel billing Handled general billing and account maintenance for both consumer and Foxtel customers Promoted to become a products subject matter expert in Foxtel billing

Freelance Content Writer

• Jul 2013 - Dec 2013

I work with companies who are looking to put more contents in their website or their other online marketing platforms. As a freelance content writer, we provide them the benefits of enhancing and constantly updating information they present on their social media account and to their other available online platform. It is our goal to represent the voice of our client through the articles we write for them. I work with companies who are looking to put more contents in their website or their other online marketing platforms. As a freelance content writer, we provide them the benefits of enhancing and constantly updating information they present on their social media account and to their other available online platform. It is our goal to represent the voice of our client through the articles we write for them.

Customer Service Associate

• May 2012 - Jul 2013

Sales and Customer Service for a Major Bank in the United States. Handled customer credit card account and financial transactions Achieving both quality assurance and net promoter scores Sales and Customer Service for a Major Bank in the United States. Handled customer credit card account and financial transactions Achieving both quality assurance and net promoter scores

Customer Service Junior Manager / Manager

• Feb 2008 - Dec 2011

Provided constant customer feedback to our OM to help the business become aware of the needed expansion. In charge of 24/7 monitoring the health of the business, checking possible website threat, payment systems failure and the like. Provided hands on training to co-employees. Processing customer payments, refunds for their back orders. Provided constant customer feedback to our OM to help the business become aware of the needed expansion. In charge of 24/7 monitoring the health of the business, checking possible website threat, payment systems failure and the like. Provided hands on training to co-employees. Processing customer payments, refunds for their back orders.

Virtual Assistant

• 2011 - 2011

Work for him as a Virtual Assistant handling various task relating to web research and lead generation. Work for him as a Virtual Assistant handling various task relating to web research and lead generation.

Marketing Executive / Team Lead

• Jan 2007 - Oct 2008

Developed an effective marketing strategies to tailor fit specific client needs without jeopardizing the quality of service. Handled correspondence, mails and callers independently. Facilitated a team and effectively disseminate tasks to my staff. Coordinated effectively with various departments of the business. Developed an effective marketing strategies to tailor fit specific client needs without jeopardizing the quality of service. Handled correspondence, mails and callers independently. Facilitated a team and effectively disseminate tasks to my staff. Coordinated effectively with various departments of the business.

ESL Instructor / Executive

• Jan 2007 - Jun 2008

Created an effective tool to teach English inside a classroom environment. Provided a quality English Skills to Foreign English Learners. Facilitated in Student’s Advancement on English as their Second Language. Follow up and review of their Skills and Training on the Language. Independently manage student inquiries, complaints, requirements and other assigned task. Coordinated effectively with various departments of the business. Created an effective tool to teach English inside a classroom environment. Provided a quality English Skills to Foreign English Learners. Facilitated in Student’s Advancement on English as their Second Language. Follow up and review of their Skills and Training on the Language. Independently manage student inquiries, complaints, requirements and other assigned task. Coordinated effectively with various departments of the business.