Vicky Kho-Lüthi Email & Phone Number

Singapore

Key Qualifications & Responsibilities- Architected regulatory frameworks that safeguarded consumer interests in the evolving infocomm media landscape. - Undertook investigations and initiated enforcement proceedings against licensees for non-compliance of regulatory frameworks.- Analysed consumer complaints to identify systemic issues and recommended effective solutions to continue safeguarding consumer interests.- Provided regulatory consultations to licensees seeking to introduce new services or sunset existing ones.Key Achievements- Developed and implemented Singapore's Alternative Dispute Resolution Scheme for thetelecom and media markets, reducing the average dispute processing time and increasing customer satisfaction with dispute resolution processes.- Developed and implemented the Consumer Protection Chapter within Singapore's Converged Competition Code. This streamlined framework replaced separate telecom and media regulations, reducing compliance burdens for licensees while ensuring robust consumer protection through clear rights and obligations.

Singapore

Key Qualifications & Responsibilities- Conceptualised, developed, and implemented consumer protection regulatory frameworks to safeguard consumer interests.- Undertook investigations and initiated enforcement proceedings against licensees for non-compliance of regulatory frameworks.- Analysed consumer complaints to identify systemic issues and recommended effective solutions to continue safeguarding consumer interests.- Managed high profile consumer complaints.Key Achievement- Spearheaded the successful decommissioning of Singapore's 2G network, impacting millions of users and freeing up valuable spectrum resources for more advanced mobile technologies.

Singapore

Key Qualifications & Responsibilities- Analysed consumer complaints to identify systemic issues and recommended effective solutions to continue safeguarding consumer interests.- Managed consumer education programmes.

Singapore

Key Qualifications & Responsibilities- Elevated customer satisfaction. Leveraged strong communication and interpersonal skills to develop and implement a comprehensive customer service training programs for frontline officers. It emphasized empathy, diplomacy, and problem-solving. Key Achievement- Successfully obtained CaseTrust-NATAS accreditation

Singapore

Key Qualifications & Responsibilities- Resolved escalated technical inquiries and enhanced customer satisfaction. Demonstrated exceptional communication and problem-solving skills to diagnose issues, provide timely solutions across various channels (i.e. phone, email and on-site visits), and achieve high customer satisfaction.