Andy Sim Email & Phone Number

- Track customers' experience using various studies (e.g., rNPS, NPS benchmarking and transactional CSAT) - Manage survey platform (Qualtrics) used to conduct studies (setting up of custom adaptor to SMS service, setting up surveys, contact import and distribution automation flows, text analytics, dashboards and reports etc.)- Drive senior management reporting to reflect Voice of Customers and present insights to improve customer's experience- Collaborate with respective touchpoint stakeholders to address customers' pain points- Drove project to refresh CX drivers from a customer journey driven approach through qualitative methodologies (FGD and IDIs) and enhanced design as well as questionnaires of key CX studies- Implemented PBI dashboard to better analyse key trends and distill insight from various studies conducted- Piloted study to better relate experience data and operational data to customer loyalty (e.g., churn or propensity to recontract)

Singapore

- Partner with various markets within APAC Region to measure, monitor and drive key CX metrics improvement- Piloted PBI CX metrics dashboard to help market leaders effectively monitor CX metrics performance as well as provide analytics tool to derive insights- Assist in managing CX recognition initiatives to recognise outstanding CS and Sales staff as well as motivate the rest of employees to enhance CX- Explore insights derived from CX metrics analysis to ideate, propose and drive CX initiatives- Managed implementation of Close Loop Feedback feature on operational mobile app to facilitate sales team's follow up with customers who provided low rating- Co-managed implementation of annual CX week activities for APAC region by collaborating with relevant markets

Singapore

• Drove Design Thinking project to review customer archetypes, customer persona, identify opportunities to enhance service delivery of organisation and prototype with customers to test bed potential solutions • Managing complaint escalations and collaborate with internalstakeholders to effectively minimise reputational risk• Managing customer satisfaction measurement and analysis forSME Centres• Contributed to process enhancement workgroups by providing relevantcustomer insights and data to introduce a holistic consideration towardsenhancement of customer related processes.• Worked closely with organisations to achieve business excellence by ensuring critical management systems (e.g. customer experience management, process and innovation management, HR strategies/policies and data strategies are in place and aligned with key organisational aspirations.• Utilised Design Thinking methodology to map customer journey and facilitate identification of pain points within the department• Facilitated design sprints with department to canvass and identify human centric solutions• Piloted projects by developing insights from key customers and formulating sound project requirements that are in alignment with relevant national objectives• Worked with key stakeholders to enhance knowledge capability within department• Identified and explored potential industry level service interventions to uplift service performance within the nation• Held the role of Data Champion of departmento Trained in basic data literacy and data visualisation using Tableauo Utilised data analysis and visualisation to facilitate review of programme performance and hypothesize root causes for performance variability

Singapore

• Collaborated with key stakeholders to operationalise the use of Design Thinking across key departments, which led to introduction of new processes or process improvements that enhanced customers’ experience and improve productivity• Coordinated and co-led facilitation of Design Thinking Workshops with external design thinking consultants• Managed a team of staff to monitor key customer experience metrics such as complaint compliment ratio, customer satisfaction scores• Initiated and managed review of job scope for team to enhance staff utilisation and productivity• Redesigned, planned and managed Mystery Shopper Audit and Customer Satisfaction Survey exercise for key customer touch points• Reviewed departmental goals, key processes and monitoring KPIto be in line with organisational directiono Enhanced process and framework for organisation wide staff recognition program for greater transparency and staff satisfactiono Spearheaded the introduction of enhanced customer feedback management system for physical centres, call centre and correspondence team to enhance visibility and efficiency of related processes• Collaborated with Head of Departments to manage high risk customer disputes and ensure successful resolution of feedback and complaints • Managed preparation of Board Paper memos and Board presentations• Planned and coordinated companywide staff recognition event • Supported the implementation of Business Excellence frameworkacross organisation to enhance organisational excellence and supported the preparation for Singapore Quality Award 2018• Assisted in management of ISO 9001 surveillance and certification audit

- Monitor customer satisfaction for organisation- Identify main area of improvements for organisation- Drive Service Improvement projects/Service Initiatives to enhance customer experience- Assist in leading Service Quality team- Reviewing internal processes to enhance efficiency and customer satisfaction- Handle escalated calls for Quality Service Manager hotline

• Tend to customer’s enquiries• Explore alternative solutions for customers• Provide excellent experience for customers• Liaise with different departments to assist customer

• Approach new clients independently• Perform Presentations• Gather client feedback• Arrange and Conduct Photoshoots• Signing client contracts• Train new sales executives

Education record

Bachelor Of Engineering (Material Science), Materials Engineering