Country Lead SG / VP Buyback

• Apr 2021 - Present

Head of Customer Success and Buyback

• Jun 2020 - Apr 2021

Successfully transitioned and built a customer service team with best-in-class practices and processes. Led customer service team to provide an exemplary customer experience and consistently overachieved on industry-standard targets set (>90% CSAT since inception). Created and designed systems, processes and tools to revamp the buyback experience for customers, from end-to-end (ie. on boarding vendors, tweaking existing relationships, day-to-day operations).Oversaw the structuring (and restructuring) and planning of the Buyback division which led to a MoM growth of >20% consistently, peaking at a six figure revenue. Show less

Head of Client Success

• Apr 2020 - Jun 2020

Managing a team of customer service agents to provide customer-centric solutions. Responsible for all customer facing communications before and during the entire lifecycle of a project. Primary driver for ideation and execution of community-facing project (C2B) during Circuit Breaker. Managing a team of customer service agents to provide customer-centric solutions. Responsible for all customer facing communications before and during the entire lifecycle of a project. Primary driver for ideation and execution of community-facing project (C2B) during Circuit Breaker.

Senior Operations Manager (Bangkok, TH)

• Aug 2019 - Apr 2020

Responsible for customer-facing communications for the company across all active markets and cities.Ensuring best practices are adopted across different markets and cultures to ensure top quality customer experiences and satisfaction.Successfully centralized Operations under one roof with standardized practices, processes and procedures.Responsible for budget, scheduling and welfare of staff. Built a team of high-performing individuals at various levels with increased productivity and efficiency despite a 40% reduction in costs.Key contributor and executor of improvements as well as forecasting and planning for future-proof solutions for tomorrow's problems. Successfully implemented a range of industry-standard KPIs such as TTR, AHT, CSAT, NPS and FTR across entire organisation to great effect. Lead several key initiatives to the adoption of new organisational systems and improvement of existing ones. Represented the company in several instances from sourcing to execution with external vendors and partners. Show less

Head Of Operations (Singapore)

• Oct 2018 - Apr 2020

Leading process-driven changes and systems optimisation across Organization. Building and leading an exceptional, performance-driven team. Identifying and forecasting main areas of improvement to achieve organisational operational proficiency. Key stakeholder in operational excellence.Driving and delivering best-in-class user experiences.

Business Development Consultant

• Jun 2018 - Sep 2018

Driving the digital transformation of business-wide activities. Implemented several digital solutions to enable significant productivity gains and scalability. Driving the digital transformation of business-wide activities. Implemented several digital solutions to enable significant productivity gains and scalability.

Regional Operations Manager

• Feb 2017 - May 2018

Responsible for Asia-Pacific active market Operations. Ensuring consistent high quality services are being provided on all fronts. Responsible for Operational KPIs and forward planning for growth and expansion. Continually leading the team to meet and exceed various objectives and successfully achieved best in cohort for numerous KPIs across all markets. Successfully sourced, negotiated, transitioned and executed a wide-ranging project to outsource Operations across several key markets with significant cost-savings and productivity growth Show less

Operations Manager

• Mar 2016 - Feb 2017

Ensuring a consistent and high level of service quality for both cleaners and customers.Making Helpling a wonderful place to be, for everyone involved.Oversaw efforts that exceeded numerous KPIs and initiated original processes later adapted in other markets. Responsible for various initiatives that resolved or worked around inherent market-specific challenges.

Customer Retention

• Jun 2015 - Feb 2016

Facilitate resolution of escalated customer issues from Customer Care. Ensure existing customers' needs are met.Maintaining relationships with existing and prior customers.Building relationships with new customers.Regaining confidence of customers with bad experiences.Responsible for a marked increase in returning customers, to a peak of 70% of daily jobs, through Telesales and higher-level conflict resolution. Proposed and implemented several ideas to streamline processes and improve company efficiency across the board, including a rework of existing recruiting processes, ideal demographics of potential Helpling partners and the undertaking of marketing projects. Show less

Partner Manager

• Jan 2015 - May 2015

Partner management and welfare.Responsible for recruiting and onboarding cleaners, ensuring that any issues they have are resolved.Heavily involved in ensuring the successful setup of Helpling Singapore on the ground level, especially in operational and logistical day-to-day requirements.