Experience

  • lecturer

    at Temasek Polytechnic

    April 2010 - at Present

    Singapore

    • Lead and project manage with a hands-on approach the direction, design, creation and delivery of engaging digital learning solutions that improve overall corporate and student learning face-to-face and online (self-paced, blended and flipped) o Setting the standard for instructional writing to ensure that is creative, concise and persuasive o Designing and facilitating customised programs to all levels of staff in Temasek Poly, to students and corporate customers (regional and global) covering a wide range of soft skills, leadership and management training topics; design and develop learning interventions that best meet business and learner needs o Collaborate with digital content owners and SET team and collaborate for content cohesiveness across channels • Manage, mentor and coach a team of facilitators/tutors on presentation and delivery skills

  • Translator/Interpreter

    at Freelancing

    January 1999 - April 2010

    Friuli Venezia Giulia

    Key Accomplishment: • Based on superior skill level, working as accredited translator/interpreter to the Italian Embassy in Singapore Duties: • Translating, copy-editing and proof-reading documents, websites, legal contracts, medical and technology-related manuals to and from Italian, English and Spanish • Liaison interpreting to and from Italian, English, Spanish and French for various functions/events

  • Senior Manager

    at Agoda

    December 2007 - May 2009

    Bangkok

    Key Accomplishments: • Determining and implementing KPIs, improving agent productivity by 100% in three months • Dramatically improving service levels and response times; lowering expenditures Duties: • Leading and developing teams of 70+ individuals, operating 24/7 and supporting 10 languages globally • Project managing the establishment of the new call centre, taking lead role in revamping into a modern, fully integrated, efficient, world class facility • Managing Credit, Post-Sales and Customer Satisfaction teams: 3 Managers, 4 Team Leaders and 41 Agents • Identifying the need for and facilitating the development of a Quality Assurance team • Growing, integrating and leading the Foreign Language team in the Travel Operations department • Initiating and implementing an encouraging and supportive team culture through ongoing coaching

  • Team Leader

    at Ariba

    September 2004 - November 2007

    Singapore

    Key Accomplishments: • Leading team to meet all corporate targets for service levels and customer satisfaction scores Duties: • Managing and building a high-performing team of 10 through training, coaching and ongoing feedback • Preparing reports on forecasted and actual call numbers, compiling and collating data • Managing online auctions, providing guidance on software usage for buyers and suppliers • Creating, translating, proofreading and updating training materials for customers and suppliers in English, Spanish and Italian, ensuring accuracy and language nuances intact • Identifying and launching enhancements to processes, improving efficiency and service standards • Training team on process innovations, managing from concept to implementation to training

  • Purser

    at Princess Cruises

    February 2003 - March 2004

    California

    Key Accomplishment: • Earning the ‘Employee of the Month’ award Duties: • Holding responsibility for administration of Crew Office, including sign-on/sign-off and identification cards • Staffing the ship’s front desk, overseeing team and ensuring pleasant, polite and prompt guest service • Managing onboard casino cage, including staff assignment and daily operations

Education

  • MBA

    at University of Cumbria

    2015 - 2019 (4 years)

Knowledge and keywords

Languages

  • English Native

Hives