Joyce Chang 张丽莲 Email & Phone Number

With more than 10 years of experience in organisation development to implement tailored strategies according to organisation’s needs, Joyce has conducted organisation needs analysis and recommended training or non-training inventions to improve service experience, work processes, and productivity. Joyce is trained in developing service excellence initiatives to transform service culture internally and roll out programmes to raise employees’ engagement. As a strong believer in shaping service culture, she has included design thinking, developed service design tools such as service blueprint and customer journey mapping, evaluation of intrinsic, extrinsic rewards, and executing the service transformation map for the companies. Her working experience with Singapore Airlines has value-added to sharing strategies, especially on enhancing interpersonal group processes, effective communication and improved ability to cope with various customer encounters. Joyce is also a digital media consultant with experience in social media marketing particularly to content development and campaign strategy. She is savvy in Information Technology with a flair for creativity.As a Workforce Skills Qualified (WSQ) Trainer and Assessor with an Advanced Certificate in Training and Assessment, she has developed customised service excellence curriculum and conducted facilitation training to the employees at all levels. Holding a Bachelor’s Degree in Multimedia Design and Technology; she also possess three other Diplomas in the areas of Adult Continuing Education, Image Consultation and Digital Media. She can create in-house learning videos and initiates internal social media engagement amongst the employees. She also holds a Masters degree in Professional Education at Nanyang Technological University (NTU) under SkillsFuture Singapore scholarship. In her years of service, more than 30 organisations have engaged her consultancy services. She has assisted many government agencies and corporate companies to develop, train and implement several of the above-mentioned programmes.

Listed skills include Marketing, Training, Social Media, Customer Service, and 10 others.