Edna Ng
Summary
Goal-oriented team manager with 20 years of extensive leadership experience in customer service. Dedicated to meeting team performance objectives and achieving set targets. Well-versed in providing thorough training, setting team goals, and developing innovative strategies. Possesses superb oral and written communication skills, excellent time management, and leadership abilities. Strong leader and problem-solver, committed to streamlining operations to decrease costs and promote organizational efficiency. Utilizes independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills, capable of handling multiple projects simultaneously with a high degree of accuracy. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving abilities.
Overview
23
23
years of professional experience
Work History
Customer Experience Team Manager
LHN Parking Pte Ltd
11.2023 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
- Promoted customer-centric approach, leading to repeat business and referrals.
- Coached junior team members, improving their skills and confidence in their roles.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
TEAM MANAGER, APAC
Ten Lifestyle Group
08.2021 - 09.2023
- Graduated from global leadership program, with only 40 employees company-wide achieving this distinction
- Successfully managed challenging conversations, demonstrating ability to engage in brave conversations
- Developed tailored on-the-job training schedules and arrangements for teams
- Created on-the-job training programs for new hires, resulting in 80% of them achieving key performance indicators (KPIs) by their second month
- Conducted daily coaching sessions, employing diverse coaching methods to address individual needs
- Led efforts to refocus team from non-revenue to revenue-driven, with specific impact on Enhanced Service team
- Implemented daily monitoring of Service Level Agreements (SLAs), resulting in 25% improvement in meeting and exceeding targets
- Coordinated team collaboration to share ideas and build best practices
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation
- Led employee relations through effective communication, coaching, training, and development
- Delivered regular team meetings for aligned work towards common goals
- Analyzed team performance data using Tableau, CRM to provide meaningful insights, enabling informed decision-making.
SENIOR TRAVEL CONSULTANT
Amex Global Business Travel, P/L
04.2018 - 12.2020
- Achieved 98% satisfaction rating as customer care representative
- Monitored queues and implemented quality control procedures
- Communicated with clients to confirm itineraries, methods of transportation and travel regulations
- Handled sensitive personal data with discretion
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
- Helped senior managers make effective decisions based on current and accurate reporting.
QUALITY FULFILLMENT TEAM LEADER
BCD Travel Singapore P/L
03.2016 - 02.2018
TRAVEL MANAGER
Hallin Marine Singapore Pte Ltd
08.2012 - 09.2015
SENIOR TRAVEL CONSULTANT
FCm Travel Solutions Singapore | Singapore
04.2011 - 07.2012
TRAVEL TEAM LEAD
Wavelink Travel Pte Ltd | Singapore
08.2009 - 03.2011
CORPORATE TICKETING EXECUTIVE
Prime Express Travel Pte Ltd | Singapore
06.2006 - 07.2009
TRAVEL CONSULTANT
Travel Travel Pte Ltd | Singapore
03.2001 - 04.2006
Education
Advanced Diploma - Human Resources Management
NTUC Learning HUB/SHRM, Singapore
01.2021
Diploma - Commerce / HR Management
Kaplan, Singapore
01.2014
Diploma - IATA UFTAA
TMIS, Singapore
01.2010
Skills
- Leadership and Team Management
- Staff Management
- Employee Development
- Process Improvement
- Performance Coaching
- Human Resources Management
- Decision-Making
- Team Development
- Motivational Abilities
- Influencing skills
Timeline
Customer Experience Team Manager
LHN Parking Pte Ltd
11.2023 - Current
TEAM MANAGER, APAC
Ten Lifestyle Group
08.2021 - 09.2023
SENIOR TRAVEL CONSULTANT
Amex Global Business Travel, P/L
04.2018 - 12.2020
QUALITY FULFILLMENT TEAM LEADER
BCD Travel Singapore P/L
03.2016 - 02.2018
TRAVEL MANAGER
Hallin Marine Singapore Pte Ltd
08.2012 - 09.2015
SENIOR TRAVEL CONSULTANT
FCm Travel Solutions Singapore | Singapore
04.2011 - 07.2012
TRAVEL TEAM LEAD
Wavelink Travel Pte Ltd | Singapore
08.2009 - 03.2011
CORPORATE TICKETING EXECUTIVE
Prime Express Travel Pte Ltd | Singapore
06.2006 - 07.2009
TRAVEL CONSULTANT
Travel Travel Pte Ltd | Singapore
03.2001 - 04.2006
Advanced Diploma - Human Resources Management
NTUC Learning HUB/SHRM, Singapore
Diploma - Commerce / HR Management
Kaplan, Singapore
Diploma - IATA UFTAA
TMIS, Singapore
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