Experience

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  Health Promotion Board

  • Manager, Customer Support (Maternity Cover)

    • Oct 2023 - Mar 2024

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  Circular (YC W22)

  • Singapore

  • Customer Operations Lead

    • Apr 2022 - Jul 2023
    • Singapore

    Circular is delightful subscription e-commerce, with sustainability at its heart. By focusing on customer experience while reducing waste and underutilisation, we provide subscriptions to premium devices at affordable prices and with unmatched flexibility.I have significantly boost customer satisfaction by redesigning processes and implementing strategic service delivery enhancements, resulting a 30% increase in overall customer contentment. I led, trained, and motivated the customer operations team, fostering a culture of excellence that enabled them to consistently provide exceptional service to our valued customers.Leveraging my analytical acumen, I used data insights to drive continuous improvements in both customer experience and team efficiency, ensuring that our strategies remained agile and adaptive. Furthermore, my collaborative efforts extended across functional boundaries, particularly in the development of a highly successful chatbot and the implementation of the voice of customer program. **Made redundant due to restructuring of company

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  hoolah

  • Singapore

  • Customer Experience Trainer (Regional)

    • Jan 2021 - Sep 2021
    • Singapore

    A Fintech company based in Singapore, hoolah allows retailers to offer their customers to buy now and pay later (BNPL) in 3 equal installments over 3 months with 0% interest rate. Part of my responsibilities as a Customer Experience Trainer is to work hand in hand with the Customer Experience team, as well as cross-functionally, in uplifting the experience of customers. This includes designing processes, evaluating CSATs to identify shortfalls that can be improved immediately, developed a training framework, training and onboarding content for all CX team members, and performed quality assurance checks on new and current CX team members. I also train and do 1-1 coaching for CX agents, collaborate with Subject Matter Experts of each CX function (Customer Support, Merchant Support, Payment Operations, and Collections) to align and implement customer experience strategy set by the CX Director.**Made redundant due to restructuring of company

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  Supernova

  • Singapore
  • Retail
  • 300 - 400 Employee

  • Customer Service Manager (Lifestyle)

    • Oct 2017 - Aug 2020

    Supernova is a rapidly growing Social E-Commerce company, creating innovative Health, Beauty and Fitness products from the ground up. Supernova has created powerful global brands such as Sand & Sky, BodyBoss, Coco & Eve and SkinnyMint. In Supernova’s Customer Service team, I managed a team of 25 remote customer service agents based in the Philippines, and a customer service specialist based in Singapore. I am responsible for the entire agents’ experience, which includes, hiring, onboarding, training and development, performance review, bonus remuneration and performing quality assurance. I developed training and onboarding materials, as well as standard operating procedures document to ensure consistent brand voice and processes practiced across all agents. Apart from team management, I worked cross-functionally with other departments (Brands, Logistics) in improving and maintaining positive customers’ experience globally.

  • Customer Service Executive

    • Apr 2017 - Oct 2017

    As a customer service executive, I am responsible for processing refunds, chargebacks and disputes as well as coaching new and current customer service agents on escalation cases. I also assist in the process improvement and take on new tasks given by the manager.

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  ES.ASIA MEDICALS

  • Singapore

  • Corporate Services Manager

    • Dec 2015 - Apr 2017
    • Singapore

    ES.Asia Medicals was an ambulance service provider that aimed to specialize in quality patient care. As a pioneer member of the team, I set up and owned the Corporate Services function of the company. I was part of the team that successfully secured a seed funding of $250,000 and attained the Emergency Ambulance Service (EAS) license under the Healthcare Services Act (HCSA), administered by the Ministry of Health Singapore (MOH). I also recruited and onboarded the operational team of Emergency Medical Trainers (EMT), Paramedics, Enrolled and Staff Nurses. I also developed business processes across corporate services and operational functions, as well as handled external stakeholders such as Changi General Hospital, Khoo Teck Puat Hospital, Vehicle distributor (Fulco Leasing, Cycle and Carriage) and Ministry of Health.

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  GEENET PTE LTD

  • Singapore

  • Account Manager, Business Development

    • Feb 2015 - Dec 2015
    • Singapore

    Geenet’s managed WiFi service caters to 10,000s of foreign residents providing them access to video streaming services, video calls to their loved ones and friends back home, and an avenue to connect to the world. Being part of the core team, I successfully closed 4 service engagement contracts, with 1 being the biggest player, Centurion Corporation, and onboarded them in using GeeNet’s Wi-Fi in their foreign worker dormitories. I also managed project set-up with 3rd party service providers such as Roots Communication, Nera Telecommunications, Ruckus, as well as telecommunication companies such as M1, Starhub and Singtel to provide seamless set-up experience of Wi-Fi managed services in foreign worker dormitories. Recruited and onboarded core team members such as network engineers, marketing executives and administrative positions, and structured their roles and responsibilities, workflow processes and identified training needs and coached members accordingly.