Daphne Chow Email & Phone Number

Singapore, Singapore

• Responsible for acquiring, managing and developing global corporate accounts and growing revenue• Leads the development and implementation of corporate sales programmes • Manages Travel Management Companies and corporate accounts to garner market intelligence and drive sales strategies to grow market share and identify new leads

Singapore

• Spearheaded monthly analysis of key operational performance indicators for the Cabin Crew Division with the purpose of identifying productivity and service gaps• Ideation, strategic planning, and formulation of policies relating to inflight products and services• Reviewed and streamlined existing service policies performed onboard by Singapore Airlines’ Cabin Crew• Daily management of operational/inflight issues• Project, stakeholder and change management for implementation of both major or minor projects to local, regional, and global teams• Oversaw and executed approximately 3-4 crew engagement programs annually• Actively coached and mentored subordinates; drove engagements and reviewed developmental plans regularly• Interview panel for Cabin Crew recruitment exercises in Singapore and overseas• Completed a 6-month tech stint in 2019: Developed, rigorously tested and implemented 15 enhancements for an iOs application to facilitate inflight servicing and customer experience management

Singapore

• Oversaw overall operations including an average of 3,000 weekly walk-in customers, at both the Singapore Airlines Service Centre at ION and Singapore Airlines Ticket Office at Changi Airport Terminal 2 & 3, to ensure service excellence• Managed and handled escalated customer cases• Hired, coached and mentored a total of 70 Customer Service Officers; provided guidance in developing customer relationship management skills and industry knowledge• Managed budget and departmental financial matters• Planned and organised bi-annual staff recognition & awards nights

Singapore

• Oversaw execution of HR workforce admin including timely preparation of retirement & reemployment contracts, selection & appointments of Management Pilots, and accurate payments of salary and bulk payments through SAP• Led the overall end-to-end HR process of the release of expatriate pilots• Managed surplus manpower and administered a voluntary no-pay leave scheme for all pilots • Key member of the organizing committee that planned and executed the SIA Open House 2015 as part of SG50 celebrations

Singapore

• Conducted market research and in-depth analysis to gain insights into the pet specialty (pet food) channel, to understand consumer's decision-making and purchase behaviour• Led and implemented a consumer study; provided insightful recommendations that aided improvement plans for the pet specialty channel

Singapore

• Actively supported executives in organizing recruitment drives at polytechnics and universities to recruit team members for attractions at Universal Studios Singapore (USS)• Prepared and manage daily contract signings with new team members • Assisted with onboarding sessions of new team members on a weekly basis• Managed and maintained the USS employee database

Bachelor Of Business Management, Marketing & Organizational Behaviour And Human Resources

Activities and Societies: SMU INDANCITY (Contemporary Dance Society): 4th Executive Committee Secretary

Business, Management, Marketing

International Student Exchange Programme Completed courses in International Marketing, B2B Marketing, Fashion Marketing & Management.

Gce A’Levels, History, Literature, Economics, Mathematics, Distinctions In History, Literature & Mathematics

Activities and Societies: 32nd Students’ Council & Modern Dance Society