Customer Service (2015 to Present)Head of Customer Service Team • Establishment of Customer Service Department• Project owner of SPRING Singapore Service Class Certification• Project owner for TMS tour booking system, integrate technology with enhanced work flow to improve customer experience • Creation and implementation of companywide service-related KPIs and SOPs • Analyse and track service standard• Establish and initiate customer experience and service quality projects• Key personnel in onboarding of Salesforce CRM system• Conceptualise to establishment of customer loyalty program• Working with various business units to resolve feedbacks • Work with various business units for possible third party partnership• Review customer surveys and provide statistic reports to various business units• Reengineer SOPs to ensure compliance to PDPA and STB Travel Agent ActInhouse Video Production (2017 to Present)Overall in-charge for inhouse video production• Producer of video ‘Trippin’ With Experts’ playlist in CBT Youtube channel• Producer of video ‘Good Tips, Great Trips’ playlist in CBT Youtube channel• Producer of various travelogues to Central Europe, Balkans, Taiwan, Japan, New Zealand and Bhutan• Content planning and production work include casting / audition, scripting direction and oversee AV crew• Engaging with business partners and business units to understand brief and curate storyboard• Production of podcast recording and integrate with website during special sales eventSocial Media (2017 to 2019)Main in-charge of CBT Instagram Account• Integrate the effort of media, media and ecommerce to grow followers for Instagram account• Conceptualise creative content on weekly IG feeds and IG stories• Working with various business units to launch social media contest • Handling of enquiries and reviews on Facebook, Instagram and Google Review

Ecommerce (2017 to 2020)Head of live chat and social media sales team • Establishment live chat and social media sales• Working with various business units to facilitate ecommerce sales• Overall In-charge of business planning and budgeting • Setting KPIs and incentive scheme to drive sales • Monthly reporting on performance and sales figure• Conceptualise marketing campaigns and initiative to generate more leads for ecommerce sales• Took part in chatbot set-up• Key personnel in onboarding of e-traveladvisor phone app• Overseeing recruitment, nurturing, promotion and remuneration of sales teamTrainings (2010 to 2020)Inhouse trainer for:• Selling skill • Tour leading skill• Customer service skill• Product training• Compliance to personal data protection act• User training for Salesforce CRM and loyalty program system• User training for TMS tour booking system• Organise training for business partner product launch for Ready To Travel, AIG and Chubb InsuranceRetail (2003 to 2013)Senior Retail Manager of sales team of more than 20• Specialising in group tour sales • Provide trainings to sales team and drive sales • Resolving customers’ complaints• Set incentive scheme for sales team to achieve sales and service KPI• Monthly reporting on sales figure • Overseeing recruitment, nurturing, promotion and remuneration of sales team