Celine Ng Email & Phone Number

I am a customer experience advocate who is passionate about enhancing the customer experience and building a robust service culture that inspires people to create delightful and meaningful experiences with both internal and external customers.My key areas of expertise include: Customer Experience, Process Improvement, Project Management and People Development.Customer Experience- Development of customer experience frameworks to build an ecosystem that supports service delivery, capability, improvement, recognition and advocacy- Customer journey review and mapping to build delightful experiences over time- Analysis of customer feedback to understand the different customer personas and develop solutions to address their pain points- Usage of quantitative and qualitative data to drive service improvement plans- Conceptualisation and championing of service quality initiatives to promote service awarenessProcess Improvement and Project Management- Collaborations with cross-functional teams on strategic projects that impact on both the customer and employee experience (From ideation to implementation)- Led initiatives to review work processes and implement enhanced/streamlined processes to increase workplace effectivenessPeople Development- Experienced curriculum developer who has designed customised solutions in the areas of customer experience, engagement selling and personal effectiveness- Experienced trainer who is effective in facilitating onsite and online training- Experienced service coach who is well-versed in conducting service audits, observation and coaching

Listed skills include Organizational Development, Performance Management, Performance Improvement, Needs Analysis, and 26 others.