Guan San Tan Email & Phone Number

Singapore

Identify clients’ needs and collaborate with various stakeholders in the healthcare and social systems to provide customized solutions for clients’ complex needs.Key contributions:• Managed mental health referral cases and right-sited 95% of the cases within three working days.• Handled 70% of Person Under Quarantine (PUQ) cases from MOH for mental health supports with 78% intervention on the same day during the circuit breaker period (February to July 2020).

Singapore

Participated in the pilot project - Dementia Care System (DCS) - to provide customized care solutions for the needs of dementia clients and caregivers.Key contributions:• Timely delivered quarterly performance report with an action plan to resolve the gap after undertaking PDCA cycle.• Produced and delivered DCS Service Manual to meet the project requirement in compliant to the project key performance indexes.

Singapore

Championed and drove organization excellence to meet operational and service qualityobjectives for the organization, including administration of the IT systems andinfrastructures.Key contributions:• Managed, coordinated and organized courses for staff learning and development in compliant to the annual minimum 40-hours Continuous Professional Development (CPD) requirement.• Performed data analytic and conducted cause-effect analysis with collaboration from the nursing team… Show more Championed and drove organization excellence to meet operational and service qualityobjectives for the organization, including administration of the IT systems andinfrastructures.Key contributions:• Managed, coordinated and organized courses for staff learning and development in compliant to the annual minimum 40-hours Continuous Professional Development (CPD) requirement.• Performed data analytic and conducted cause-effect analysis with collaboration from the nursing team to produce the proposal in reducing the fall rate at the nursing home.• Mined and analyzed network field data, and expanded the infrastructure resulted in a 30% quality of service coverage experienced by the users. Show less

Liaised with the external auditor and managed quality audit process on the entire installed IT cable infrastructure project at Marina Bay Sands.

Singapore

Led and managed the service team to deliver local on-site service to the consumer and corporate clients for Hewlett Packard's personal computer field service project.Key contributions:• Negotiated and grew the business with add-on requirements from Hewlett Packard;• Developed and documented the complete service process map.

Singapore

Managed a team of engineers to deliver regional and local customer service and technical support.Key contribution:• Planned and implemented processes to customize products that resulted in delivery fulfillment two days ahead of the targeted seven days.

Acer Computer Singapore Pl, Singapore

Headed the customer service and technical support department, with staff strength of fifty, to provide after-market service, technical consultancy to consumers and corporate clients.Key contributions:• Initiated change and streamlined processes for walk-in counter service and improved its performance from 25% baseline to 85% within nine months.• Brainstormed and implemented changes that decrease call centre dropped rate with 20% productivity gain within six months.

Siemens Pte Ltd, Mobile Phone Business Unit, Singapore

Promoted to Senior Manager and headed the regional customer service department to support service partners in North Asia, South-East Asia, South Asia, and Oceania regions.Key contributions:• Optimized and strategically expanded workshop operations capacity resulted in turnaround time improved from 14 days to 3 days and unit repair cost reduced by 20% from €10 better than a year ago.• Balanced supply chain requirements results in 30% reduction in inventory cost from S$1 million a… Show more Promoted to Senior Manager and headed the regional customer service department to support service partners in North Asia, South-East Asia, South Asia, and Oceania regions.Key contributions:• Optimized and strategically expanded workshop operations capacity resulted in turnaround time improved from 14 days to 3 days and unit repair cost reduced by 20% from €10 better than a year ago.• Balanced supply chain requirements results in 30% reduction in inventory cost from S$1 million a year ago.• Instituted change in end-users support process that improved customer service satisfaction 60% baseline index by 20% in six months;• Built up and expanded the training function and delivered five technical and product training quarterly.• Facilitated focus group training needs analysis and implemented training intervention that increased service satisfaction index by 20% in customer service surveyed two quarters before.• Formulated and compiled a departmental total training plan and contributed to the company People Developer certification in 2002. Show less

Toshiba Information Systems Singapore Pl, Singapore

Managed and collaborated with regional authorized distributors' service team to provide after-market service supports and point of escalation on product quality assurance management in South East Asia and Oceania countries.Key contributions:• Developed, organized conducted three level I to level II repair courses for the regional service teams quarterly.• Streamlined supply chain operation to support regional service operations involving spare parts ordering process and reverse… Show more Managed and collaborated with regional authorized distributors' service team to provide after-market service supports and point of escalation on product quality assurance management in South East Asia and Oceania countries.Key contributions:• Developed, organized conducted three level I to level II repair courses for the regional service teams quarterly.• Streamlined supply chain operation to support regional service operations involving spare parts ordering process and reverse logistic operation.• Developed and implemented field escalation process for the regional service centers in South East Asian and Oceania countries for product quality assurance.• Assisted local distributor to regain Federal Express account with closed collaboration and exceptional technical support rendered to FedEx local technical lead. Show less

Aeradio Department, Changi Airport, Singapore

Promoted to technical officer to lead a team to provide technical support on flights information distribution, communication and navigational aids systems at Changi AirportKey contributions:• Project management: Flight Information Display Systems installation in T1 and T2, Instrument Landing Systems for Runway II• Designed and developed the microprocessor-based system for early detection of the functionality of the PA system installed in all the gate holding areas.• Assigned to… Show more Promoted to technical officer to lead a team to provide technical support on flights information distribution, communication and navigational aids systems at Changi AirportKey contributions:• Project management: Flight Information Display Systems installation in T1 and T2, Instrument Landing Systems for Runway II• Designed and developed the microprocessor-based system for early detection of the functionality of the PA system installed in all the gate holding areas.• Assigned to develop database software in Cobol and Fortran for automation projects.• Developed and conducted technical and end-user training courses for internal technical staff and external end users. Show less

Bachelor Of Business, Business Administration., With Emphasis In Business Administration (Marketing)

Activities and Societies: Member of human resource interest group and organization development interest group.

Diploma In Management Studies, With Emphasis In Knowledge And Skills For All Functional Areas In Business Management.

Diploma In Electronics & Communication Engineering, With Emphasis In Communication And Computer Engineering