Joyce Chiew Email & Phone Number

Singapore

Singapore

• Co-developed a quality culture in the organization by embedding a customer centric mind-set and culture of service leadership through training, feedback, coaching and rewards and recognition programs. • Led the Quality Council Team to manage quality events/activities.• Collaborated with stakeholders to develop and implement action plans to better meet requirements and improve customer experience.• Analysed, aggregated and communicated reports/findings to identify pain points and facilitate the development of solutions to minimize recurrence.• Drove countries to implement Lean 6 Sigma improvement projects that resulted in customer engagement and/or cost efficiencies.• Monitored and took action if customer experience metrics were achieving targets.• Participated in monthly country performance reviews and presented in Asia Pacific regional review.• Conducted internal quality audits in accordance with ISO90001 standard.

Singapore

• Liaised with global and other region teams to ensure the annual account relationship survey questionnaire covers all key areas of support services delivery where the delivery teams can use to monitor the success or issues within the program. • Assisted in the setting up and execution of the delivery of surveys which included working with Account Managers to schedule survey for their accounts and ensuring that all parties knew the status of the survey progression. • Set and rolled out the Customer Satisfaction, Dissatisfaction and Net Promoter Score targets for countries in Southeast Asia. Communicated these targets to Country Delivery Managers and Regional Program Manager. • Delivered tool training so the field team understood the reason for the survey program, best practices sharing and requirements for executing corrective action plans when results were low.• Reported TCE survey results to the Management team in formal monthly, quarterly and annual reports which included year on year analysis and deep dives into data to review and understand root causes of high satisfaction or dissatisfaction.• Ensured that appropriate delivery team took action to follow up on dissatisfactory survey.• Coordinated with Country Management to provide data and training as required in countries where metrics were low.• Organised and coordinated internal quality conventions for Asia Pacific region.

Singapore

• Managed Director’s and his team of Sales, Marketing, Business Strategic Planning and Quality Managers’ calendar on internal and external meetings.• Attended to meeting invites, agenda and coordinating logistical plans for overseas trips.• Assisted in flight and travel arrangements including visa application and expense reports.• Project managed Marketing and Departments’ events such as executive lunch seminars.• Coordinated group events, off-sites and activities for the team. • Maintained database and proper documentation. • Monitored customer feedback and redirected to the respective team for follow up.

Singapore

Singapore