Experience

Manulife Singapore

• Singapore
• Financial Services
• 100 - 200 Employee

• Senior Manager, Customer Experience

  • Sep 2017 - Present

  - Product owner of Customer Portfolio Management Plan for all customers (Mass, Masstige, High Net Worth) - Organize webinars and physical events for all customer segments - Develop and execute Customer Journey Maps to drive unsurpassed customer experience - Simplify customer communications - Train and build awareness of customer centricity in internal stakeholders - Engage in customer research to analyze trends and issues to provide actionable insights for stakeholders - Product owner of Customer Portfolio Management Plan for all customers (Mass, Masstige, High Net Worth) - Organize webinars and physical events for all customer segments - Develop and execute Customer Journey Maps to drive unsurpassed customer experience - Simplify customer communications - Train and build awareness of customer centricity in internal stakeholders - Engage in customer research to analyze trends and issues to provide actionable insights for stakeholders



Fuji Xerox Singapore

• Associate Manager, Customer Experience and Community Engagement

  • Feb 2014 - Sep 2017

  - Drive Singapore market competitive benchmarking survey on 300 active accounts and achieved no. 1 in customer satisfaction and loyalty for 3 years consecutively - Create and manage training curriculum for frontline staff and conduct quarterly audits to ensure service standards are upheld. Achieved standard of less than 2 non-conformities for 3 years running - Coordinate annual sustainability report to enhance company branding and public relation image - Upheld customer contact centre service standards by maintaining a 48 hour response time and 5 day resolution time KPI on all complaints - Sponsorship management of 3 charity partners and event organization of 13 community events annually Show less



NTT Ltd.

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Assistant Marketing Manager

  • 2012 - Jan 2014

  - Managed company’s digital media assets (Facebook and LinkedIn) and corporate website - Organized key sales leads generation events and participated in key conferences quarterly such as Cloud Expo, VForum and Singapore IT Show - Developed local marketing materials and coordinated public communication materials such as press releases as company’s representative press officer - Managed company’s digital media assets (Facebook and LinkedIn) and corporate website - Organized key sales leads generation events and participated in key conferences quarterly such as Cloud Expo, VForum and Singapore IT Show - Developed local marketing materials and coordinated public communication materials such as press releases as company’s representative press officer



Fuji Xerox Singapore

• Senior Marketing Executive

  • 2007 - 2011

  - Designed year-long ATL and BTL marketing campaigns to support channel sales team for Paper One and OEM Paper Products to both MNC and SME accounts - Managed Document Supplies product portfolio of more than 200 SKUs - Prepared, reviewed and tracked monthly sales revenue and sell through of brands and products under Document Supplies in relation to planned targets - Designed year-long ATL and BTL marketing campaigns to support channel sales team for Paper One and OEM Paper Products to both MNC and SME accounts - Managed Document Supplies product portfolio of more than 200 SKUs - Prepared, reviewed and tracked monthly sales revenue and sell through of brands and products under Document Supplies in relation to planned targets



Ministry of Defence of Singapore

• Government Administration
• 700 & Above Employee

• Training Manager

  • 2006 - 2007