1. Managing the daily operations of the tuition agency.2. Administration – Handle all administrative matters pertaining to tutor verification of certificates and corporate matters.3. Sales – Advertise in print and online (Google, Yahoo, Facebook and other social media platforms) for new sales leads and tutor registration. 4. Process Flow – Created the process flow for client and tutor matching which is the core of our business.5. Client Servicing – Interacting with clients via phone call and emails to handle tutor matching. 6. Finance – To collect payment and generate monthly reports on revenue and manage cash flow.7. IT and Systems – Designed our corporate website with workflows and processes. Conducted UAT to ensure stability and eradicate bugs.

1. Supervising a team of 9 permanent staff (agents) to handle inbound / outbound calls and emails.2. Daily duties involve monitoring agent performance, coaching of individual staff and performing service recovery for customers, as well as handling complaints.3. Training and conducting workshops for approximately 150 employees soft-skills training.4. Setting of KPI’s and providing reports to Senior Management on Call Centre performance.5. Recruitment of new staff and conducting training / orientation programs.6. Participated in UAT and launch of new online trading platform.

1. Supervising 3 teams comprising of 25 consultants handling loyalty programs and retention efforts to customers, dealing with products ranging from basic services such as mobile, cable TV and broadband services to the high-end 3G and Hubclub loyalty program.2. Daily duties involve monitoring agent performance, coaching of individual staff and performing service recovery for customers3. Monthly generation of statistics and reports on team performance and productivity to senior management.4. Channel customer feedback to Marketing Department for reviews on products and services. To be the voice of customers to senior management.5. Recruitment of new staff and conducting training / orientation programs.6. Forecasting of leave and administration of welfare issues. To ensure all internal technical systems and programs are functional.7. Designing and implementing new procedures to conform to ISO standards and Service Level Agreements (SLA)8. Project Management – Involved in the planning and implementation of new software to improve operational efficiency.9. Events management – Outdoor Starhub Roadshows. To organise logistics, setting of objectives and manpower matters.Awards• ‘Star’ Award from Spring Singapore (Excellent Service Award 2005), ‘Gold’ Award from Spring Singapore (Excellent Service Award 2004)• Most Outstanding Staff for May 2004 (Starhub Customer Service)• Best Performing consultant for 3rd Quarter, 2002. (Starhub Customer Service)• Nominated for Best Attendance and Most Oustanding Staff of the Year in Year 2004 (Starhub Customer Service)• Nominated for Most Significant Improvement in Year 2003 (Starhub Customer Service

• Credit card Phonebanking.• Cross-sell loans, insurance and unit trusts• Liaise with Marketing Department and Merchants on promotions • Account-saving and retention• Training new staff• Telemarketing• General inquiries and handling complaints