• Resource Planning and Management: Led a team of 4 staff and managed the Financial Assistance Service (FAS) portfolio of the department. • Financial Assistance Service Management: Streamlined the financial assistance processes and services to improve staff productivity and efficiency in administration of the services. Improved the delivery and management of contact channels. • Stakeholder engagement and collaboration: Established network and collaboration with Ministry of Education, Ministry of Health and community resourcing partners to facilitate the administration and provision of financial assistance for the needy students.

• Resource Planning and Management: Led a team of 11 staff and managed the operations of call centre, email and counter services of the department. • Process and Service Design Review: Successfully directed the streamlining of front and back office processes and services of service centre and reduced the reliance on transient manpower, which resulted in significant saving in manpower cost. Implemented Queue Management System and Customer Relationship Management System leading to better manpower utilization and staff productivity. Revamped the service centre to provide a more conducive service ambience for the customer and improved service delivery workflow. • Training and Facilitation: Developed and facilitated customer service workshops for administrative and service staff from other departments. Consistently attained high satisfaction and evaluation score in training and facilitation.• Quality Service Management: Implemented the central feedback management unit and institutionalized feedback management framework to standardize handling of feedback by departments so as to enhance customer experience.

• Resource Planning and Management: Led a team of 3 staff and managed the Business Excellence and Quality Service Management portfolio of the department. • Curriculum Design and Development: Implemented Programme Curriculum Design framework (PCDF) and Annual Programme Monitor (APM) in various Schools and Centres to enable better curriculum alignment and monitoring of diploma programmes. Developed and implemented Module Design Framework (MDF) in various Schools and Centres to map and align module objectives so as to better deliver expected student outcomes. • Training and Facilitation: Facilitated APM and MDF workshops for Programme Chairs leading to development of diploma blueprints and module outline documents to articulate the delivery of expected outcomes of the diploma to students. Mentored Programme Chairs in the review and development of their diploma blueprints to achieve the expected student outcomes. • Benchmarking and Project Management: Successfully established process benchmarking projects on service excellence and innovation in collaboration with various departments. • Quality Service Management: Institutionalized customer service principles and guidelines resulted in improved customer satisfaction and exceeded the expected minimum service standards. • Business and Organization Excellence: Managed the key milestones of RP’s Business Excellence (BE) journey in preparation for SPRING Singapore’s BE 4-in-1 certification. Operationalized the service behaviours for other touch-points in RP as part of the preparation. Successfully cleared RP’s QEHS management systems surveillance audit 2011 in collaboration with internal stakeholder departments.

• Resource Planning and Management: Promoted to lead the Diploma in Customer Relationship and Service Management with a team of 8 academic staff. • Programme Design and Planning: Advised the conceptualization, design and planning on the launch of other two Full-Time, Pre-Employment Training formal qualifications, Diploma in Hotel and Hospitality Management and Diploma in Wellness, Lifestyle and Spa Management. • Curriculum Development and Review: Directed the successful accreditation of a service quality module to Singapore Workforce Development Agency’s (WDA) newly developed Workforce Skill Qualification (WSQ) Service Excellence Framework leading to student attaining a WSQ Statement of Attainment certificate (Provide Go-the-Extra-Mile for Service).• Teaching and Training: Facilitated customer service related modules such as strategic thinking skills, sales management, service quality and professional etiquette, customer relationship management using Problem-based Learning pedagogy. Consistently attained high student satisfaction and evaluation score in teaching and facilitation management.• Industry engagement and collaboration: Successfully launched 2ND Young GEMS 2008 in collaboration with WDA and rolled out off-site learning experience for students at pre-opening and opening of Marina Bay Sands. Developed strategic partnership with industry leaders in hospitality and service sectors for placement of students for industry attachment, sponsorship and book prizes.• Organization Excellence and Project Management: Led school staff in supporting RP for Polytechnic Quality Assurance Framework evaluation, re-certification of RP’s Quality Environment Health and Safety management system (ISO 9001, ISO14001, and OHSAS18001); and Business Excellence (BE) 4-in-1 integrated certification, which strategically positioned RP as an institution of excellence in academia.

• Programme Design and Planning: Conceptualized and successfully launched the first Full-Time, Pre-Employment Training formal qualification in Customer Service Management, Diploma in Customer Relationship and Service Management, in Singapore’s Polytechnic education. • Curriculum Development and Review: Led and contributed as Module Chair (Subject Head) to develop a new subject - sales management module and managed a team of lecturers delivering the module. Contributed as a member of curriculum review committee to review and develop course materials and assessments for existing marketing and consumer psychology modules. • Teaching and Training: Facilitated sales management, marketing and consumer psychology modules using Problem-based Learning pedagogy. Facilitated training courses and workshops for Certificate in Retail (Human Nutrition) offered to GNC Singapore. Consistently attained high student satisfaction and evaluation score in facilitation and classroom management.• Industry engagement and collaboration: Successfully established industry network and collaborations with National Library Board on project Youthepreneur and acquired sponsorship from local companies for the launch of Republic Polytechnic’s 1st pictorial book, “Art of Innovation”. • Student mentoring and development: Led a student interest group as advisor to mentor and coach students in sales and marketing skills, budgeting, project management and proposal writing. Successfully launched pushcart retailing which was fully managed by students during Republic Polytechnic Open House 2006. • Event and Project Management: Conceptualized school theme for Open House 2006 and implemented the design concept together with the appointed event vendors.

• Business Development and Client Servicing: Successfully developed new enterprise corporate customers in public sectors. Maintained good customer relationship with assigned accounts in public and commercial sectors. • Business Consultancy and Solutioning: Specialized in content and document process management consulting and outsourcing services. • Supplier and Channel Management: Established and maintained good relationship and collaboration with technology partners such as Documentum, Tibco, Verity, Plumtree; and Captiva for new business initiatives and opportunities. • Project and Bid Management: Experienced in project management, proposal writing and bidding strategy for tender, quotation and related contractual processes.

• Business Development and Client Servicing: Successfully developed new enterprise corporate customers in public sectors. Maintained good customer relationship with assigned accounts in public and commercial sectors.• System Integration and Managed Services: Specialized in system integration and managed services ranging from infrastructure and messaging solution consulting services, IT outsourcing service, facilities and asset management service, helpdesk & call centre service, data-center hosting and relocation service; and hardware (Server and PC equipment) and software multi-platform maintenance contract services that offered by the company. • Supplier and Channel Management: Established and maintained good relationship and collaboration with technology partners such as Hewlett Packard, IBM, Sun Microsystems; and Microsoft Corporation for new business initiatives and opportunities. • Project and Bid Management: Experienced in project management, proposal writing and bidding strategy for tender, quotation and related contractual processes.

• Account Management and Client Servicing: Managed direct/indirect sales activities and customer relationship for assigned accounts with internal customers. • Supplier and Channel Management: Established and maintained good relationship and collaboration with technology partners such as Hewlett Packard and Microsoft Corporation for new business initiatives and opportunities. • Product and Marketing Management: Managed a product portfolio of Hewlett Packard suite of hardware products and Microsoft suite of software products. Coordinated and administered product specifications documentation, updates and presentation for internal sales teams and clients. Directed all relevant product marketing efforts for internal customers and external vendors or principals. Maintained and updated internal marketing information system (Intranet) to provide latest product and pricing information to the sales force.