Jon Sern Eu Email & Phone Number

Brisbane City, Qld, Au

Brisbane, Qld, Au

• Involved in setting up escalation flows from Helpline to Counseling to Psychiatric services• Help create and develop several SOP pertaining to entry point triaging and escalation protocols for several services• Continued to act as Critical Incident service deployment advisor and assessor while training and establishing the Critical Incident Unit• Worked alongside the operations team to plan for expansion on service beyond APAC • Personally responsible for network partnership expansion in the middle east and strengthening Intellect's East Asia offerings. Pushing our network presence from 21 markets to 28 markets within 2 quarters.• Successfully managed and responded to tenders, RFPs/RFIs, and inquiries from prospective EAP clients, ensuring tailored and comprehensive solutions that align with their needs and organizational goals.• Collaborated with Clinical Operations and the Provider Excellence team to streamline and segment roles and responsibilities across three departments, optimizing workflow efficiency and enhancing cross-functional collaboration within 2 months.

Developed and provided operational oversight for Critical Incident Management (CIM), ensuring 95% of initial assessment requests were addressed within 24 hours, even though this function was beyond core responsibilities.• Led the operational assessment and successful delivery of critical incident support services, contributing to significant improvements in incident response times and service quality.• Designed and implemented Service Level Agreements (SLAs) for CIM, optimizing service delivery metrics and aligning operations with organizational goals.• Established six new partnerships in Taiwan, Hong Kong, Macau, Australia, the Philippines, and New Zealand, while strengthening partnerships in China, Korea, and the Middle East, expanding the company's regional network and support capabilities.• Set up and managed helpline partnershiped operations in Hong Kong and Macau, increasing access to critical incident support and improving operational coverage across APAC.• Conducted in-depth market research to develop competitive provider rates, which were implemented across key markets in the APAC region and are still used as a benchmark for pricing.• Collaborated closely with a small, cross-functional team of four, driving operational initiatives for the Employee Assistance Program (EAP) in a startup environment where processes and roles were initially undefined.

Penang, Malaysia

- Consistently scoring high leadership scores and feedback in performance appraisal (averaging an 80% to 92% overall rating over the last 3 years). As I lead and manage a team of 7 other consultants working in shifts serving a diverse range of corporate clients (remotely and physically). - Conducts workshops and talks for corporate clients on various topics on mental health and personal growth with over a participant feedback rating of 96% satisfaction on average on delivery and content development.- Experience in dealing with and managing a team to deal with critical incidents such as attempted suicide, critical self-harm cases, and incidental death at the workplace.- Able to prepare and pitch wellness initiatives, talks & training, and Employee Assistance Programs (EAP) to potential clients (addressing needs to fit their budget). - Develop and plan monthly wellness campaigns (Short talks, digital activity, digital posters, articles, and road shows) month by month for the entire year.- Prepare and present timely reports (quarterly and annually) for corporate clients and stakeholders

Penang, Malaysia

• Residential counselor for specific groups of employees who deal with sensitive and graphic material. • Pioneer in developing the groundwork for wellness programs and initiative • Successfully build from the ground up an internal well-being program for a major start-up campaign whilst receiving glowing reviews from employees.• Has experience dealing with suicide and self-harm cases.• Helped mediate cases of sexual harassment and other workplace conflicts.• Develop and conduct wellness and mental health programs as requested by employees as well as management.• Works with a diverse clientele from various cultural backgrounds (All over Asia)• Coordinates wellness initiatives with counterparts from Greece and Portugal.• Consulted and trained middle management on leadership and mental health skills.

Penang, Malaysia

Lecturing Psychology programs in American Degree Program (Upper Iowa state University & TROY University)Subjects taught:Research Methodology, Social Psychology, Assessments, Personality, Gender Roles, Human Sexuality, Bio-psychology, and General PsyhchologyNotable experience:•Conducted several short talks in local high schools to generate interest in psychology.•Help conduct and developed tournaments for students•Planned and develop the college's Psychology Lab •Have co-lectured with professors from TROY University•Adviser to the department wide student body club: Liberty Club•Provide in-house counselling services for students

Penang, Malaysia

Having supported local and regional multinational corporations (MNC) clients below are the list of achievements and notable duties:- Provide employee assistance program (EAP) services to their employees (Counselling/psychotherapy on personal or work related issues)- Provide soft skills training and team building exercise onsite and offsite- Provided in "Crisis management training" and "Identifying employees in distress" for middle and senior management.- Conducted many group crisis intervention and emotional first aid during times of crisis- Supported and consulted MNC clients during times of crisis such as: corporate right-sizing, violent incidents and disasters- 24 hour EAP hotline rotational duty (for the duration of one week)- Often traveling to provide consultancy/training/EAP services/crisis support: - Malaysia (Kuala Lumpur, Johor, Kuantan, Kedah, & Sarawak) - APAC (Bangladesh & Singapore)

Melbourne, Australia

I worked as the centre's main intake worker, in addition to working as one of the centre's counsellor.I have received training and certification to facilitate the Positive Lifestyle Program.I also have experience with relationship and general counselling with clients.During my time at the centre I generally worked with clients going through Victoria Justice Departments and were recommended/mandated to undergo: Anger Management, Positive Lifestyle Program, and alcohol and other drug issues.I have had the privilege to work with clients from different ethnicity, nationality and cultural background

Masters In Counselling, Counseling Psychology, Gpa 3.33/4

Bachelor Of Psychological Science, Psychology

Completed 3rd Year and graduated

Bachelor Of Psychology, Psychology

1st and 2nd Year