Ervin Pang Email & Phone Number

URA Centre

Conceptualise and directing organisation wide events such as New Year Reception and Staff ConferenceDesigned and part of core team that runs the annual innovation and productivity programme called Learning and Innovation Festival since 2019. Programme evaluation for URA projects. Led and trained staff on application of service blueprinting and service.

Grand Park Orchard

• Led the Reservations Department that contributed to 10% increase in room revenue and around 20% increase in average occupancy over the last six months.
• Analysed revenue streams and guest spending behavior, and initiated a quick-win project to increase revenue through upselling of rooms and international currency conversion. Within three months, the project led to a.
• Designed individualised guest experience journeys for VVIPs, foreign dignitaries and celebrities, and coordinated the service delivery across different departments
• Appointed trainer for Park Hotel Group and Singapore Institute of Hospitality service courses

Grand Park Orchard, Singapore

Recipient of 3 Park Ambassador awards to date: 1 Topaz and 2 Sapphire awards from compliments by guests and colleagues. Hotel Sales and Group Revenue (Feb - Mar 17)Corporate MARCOMS (Jan 17):Leverage on platforms such as TrustYou, Tripadvisor, Local Measure, Social Bakers and image libraries for research, analysis and engagement of social media.

Singapore

• Developed and created customised customer service and educational programmes for SMEs and large corporations. Clients include Sentosa Group and Yale-NUS.

• Conducted and facilitated leadership, teamwork and outdoor experiential-themed learning camps for students in groups ranging from 20 to 40 participants.

• Oversaw and managed the establishment of the SAF Care Fund, the first Charity set up by MINDEF/SAF, to provide financial support to severely disabled servicemen.
• Led in the review and implementation of MINDEF’s Human Resource (Compensation) policies.
• Conceptualised the new initiative of providing insurance for all MINDEF/SAF staff.
• Managed compensation award appeals by servicemen and their dependants.

• First feedback officer to achieve the Public Service and MINDEF Star Service Award, the highest accolade to recognise public officers who have contributed to excellent service delivery and outcomes in Singapore.
• Awarded the Public Service Excellent Service Award (Star Category) in 2012.
• Managed escalated feedback via media and non-media communication channels (~400 cases per month) from the National Service (NS) community and the public to effectively resolve their complaints and to persuade them to.
• Frequently represented Ministers and Permanent Secretaries in fronting feedback providers and the public.
• Performed advisory role to guide the frontline call centre operations of NS Call Centre and military units.
• Conducted training for officers on the Customer Relationship Management System (a computerised system used to log, manage and record feedback) and feedback management according to public service standards.

• Trained new staff in waitering and bartending.
• Actively interacted with customers of different nationalities and customised service delivery according to customers’ requests.
• Confidently managed and served numerous customers in a fully packed bar while maintaining high service standards.

Actively assisted account managers to process their orders for multiple communication services

• Oversaw the preparation of ministerial/senior management meetings and courtesy calls
• Assigned as liaison officer for foreign delegates
• Managed catering requirements for VIP dining functions and National Day Observance Ceremonies
• Coordinated and organized staff welfare events and directed the games held at the events
• Recommended by Manager to accompany Mr Wong Kan Seng, Deputy Prime Minister and Minister for Home Affairs, and members of senior management to perform secretariat duties for Ministry of Internal Security (MOIS).

Bachelor Of Social Sciences (Honours), Geography

Activities and Societies: Team Player of the Year 2006/2007- Archery Captain for Varsity Archery Team for sports season 2007-2008.

Advanced Diploma, Business Management

Activities and Societies: None

Professional Certificate, Public Relations And Mass Communication, A

Advanced Certificate In Training And Assessment, Workforce Development And Training

Currently pursuing the Workforce Skills Qualification Advanced Certificate in Training and Assessment (ACTA) and will graduate in May 2015.

Hotel Productivity Practitioner Certificate, Hotel Productivity, Certificate

The Hotel Productivity Practitioner Certificate course is a three day competency course with Problem-Based learning in which participants.