Jon Sern Eu Email & Phone Number

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.

• 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.
• 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.

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.

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.

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.
• 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

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.

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.

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