Wei Jie Kwan Email & Phone Number

Singapore

Singapore

Singapore

Elevating from an operational manager to Head of Customer Experience, a senior management representative in the organization. Consistently delivering tangible results and pioneering innovative strategies for change and improvement. Managing two critical arms of the organization: the operational arm overseeing a frontline team of 50 staff in customer engagement, and the strategy arm guiding managers and executives in critical analysis, customer retention, and transformational strategy formulation. Aligning operational excellence with forward-thinking strategic initiatives to drive sustainable growth and success.Concurrent appointment as Head of Patient Service Centre allow me to lead in restructuring and modernizing hospital administrative process, electronic medical record and multiple hospital facilities and process enhancement projects. • Keynote Speaker for CX, Patient Experience, Sustainability and Healthcare Management • CX Strategy Development & Customer Journey Architect & Process Optimization • Championing Technology Integration like the Voice of the Customer (VoC) & CRM• Leading analytics-driven customer lifetime value optimization.• Enhancing customer acquisition, retention, and brand loyalty.• Steering committee for Digital Transformation and Business Transformation• Leading Service Transformation• Spearheading Customer Relationship Management (CRM), Customer Journey Mapping, CustomerExperience Management (CEM) and Customer Experience (CX) projects• Core Trainer and Courseware Developer for Service Training• Digitalizing a more efficient and positive admission and discharge experience• Design VIP service delivery, Service Standards and Grooming Standards • Launching Singapore first ever Family Room concept in hospital and other Room enhancement projects

Singapore, Singapore

• One of the youngest and most junior promoted in SIA history.• Consistent top 10% ranking, giving me the opportunity to be promoted in May 2014, training commencement only in Feb 2015, being the few junior crews to obtain the promotion that year.• Pioneering in technology project BEST, a CRM project to enhance passenger experience.

Singapore

• One of the youngest and most junior to successfully attained the position of Rank Trainer.• Pioneer batch of trainers who led the digitalization project and training to all cabin crew.• Spearheaded virtual training due to the Covid19 restriction implemented.

Singapore

Bachelor Of Arts - Business Management, Business Administration And Management, General, Hons 2:1

Computer Engineering