Freda A’in Isabelle-Shah
Ascensus Institute Pte Ltd
Tampines
1
Certification
29
years of professional experience
Results-driven professional with extensive experience in operations, administration, finance, quality assurance, student services, technology support, and Learning Management System (LMS) administration. Proven ability to manage cross-functional operations, improve processes, strengthen compliance, and support digital transformation initiatives in education and corporate environments. Experienced in stakeholder management, project coordination, policy implementation, virtual learning operations, SOP development, compliance reporting, and team coordination. Skilled in Microsoft 365, LMS platforms, Zoom, reporting systems, and administrative support functions. Strong background in process improvement, customer service, budgeting support, vendor coordination, and operational planning. Adaptable and detail-oriented professional with excellent communication, problem-solving, and organizational skills. Demonstrated ability to work effectively in fast-paced environments, manage multiple priorities, and deliver high-quality outcomes while supporting organizational goals and stakeholder needs.
Work History
Quality Assurance Manager
6 Months- Oversee Quality Assurance and compliance functions to ensure alignment with EduTrust, ERF, SSG, and internal regulatory requirements.
- Manage and maintain Policy & Operations Manual (POM), SOPs, controlled forms, and compliance documentation.
- Coordinate EduTrust audits, desktop submissions, and regulatory documentation with internal departments and external assessors.
- Monitor institutional compliance processes and ensure timely submission of reports, records, and supporting evidence.
- Review and improve operational workflows, policies, and procedures to enhance efficiency and service quality.
- Liaise with stakeholders including management, academic teams, vendors, and regulatory agencies on compliance and quality-related matters.
- Prepare management reports, trend analysis, meeting minutes, and action trackers for internal committees and boards.
- Support Academic & Examination Board (AEB) matters including lecturer approvals and compliance documentation.
- Conduct internal reviews and monitor corrective and preventive actions (CAP) to support continuous improvement.
- Maintain proper documentation control and ensure records are updated, accurate, and audit-ready.
- Support staff briefings and training related to quality assurance processes, compliance requirements, and institutional policies.
- Coordinate stakeholder feedback processes and monitor service quality improvement initiatives.
- Formerly known as AAARYA Business College c/o MLA College UK (GEDU Group)
- Highlighted significant projects and achievements in compliance and quality assurance.
- Supported Ascensus Institute’s successful 4-year EduTrust renewal process and audit coordination, ensuring compliance with regulatory requirements and timely submission of documentation.
- Streamlined compliance documentation and filing structures for improved audit readiness and document retrieval.
- Enhanced SOP and policy review processes to strengthen operational consistency across departments.
- Coordinated compliance-related communications and reporting between management, academic teams, and external stakeholders.
Digital Campus Administrator
4 Years 3 Months- Administering Learning Management System for both internal and external customers including the set-up of user accounts, security permissions, learning profiles and notifications to ensure that appropriate learning is delivered to the target audience.
- Provide learning systems’ client training and support. Facilitates end user training.
- Administer reporting on Percipio platform, SCORM, as required by various regulatory agencies, clients such as UOB, Tanoto
- Track escalated user problems and provides status updates on Skillsoft. Logs all problems and solutions.
- Resource planning for safe-distancing and virtual classes.
- Manage orientation and creating supporting processes, tools and communication for new students attending virtual classes.
- Manage a team of Digital Learning Specialists to run virtual classes.
- Creation of standard operating procedures within the department to ensure a more efficient delivery standards.
- Provide refresher training for trainers conducting virtual classes.
- Manage virtual classes Live.
- Formerly known as AAARYA Business College
- Key Projects
- Facilitated email transition from Google Email to Microsoft Outlook for the company.
- Oversee the transition of Outlook calendar.
- Set up a team of Digital Learning Specialists and conducted training, providing insights to transition physical classes to virtual classes.
- Managed the creation of Environmental Coordinator Course and its e-learning components.
Student Liaison Manager
8 Months- Reports to Principal of AAARYA Business College.
- Manage student admissions and registrations.
- Resolve student issues related to academic matters.
- Comply with academic regulations and deadlines with EduTrust and CPE.
- Managing team on a daily basis.
- Safe Distancing Scheduling / Calendar Management.
- New Hire setup
- Now Ascensus Institute Pte Ltd
Credit Control Manager
4 Years- Managed collection of accounts receivables for SkillsFuture Singapore related accounts.
- Accomplished the collection of up to $300,000 SkillsFuture funding from affected accounts.
- Training Grant management via SkillsFuture Portal.
- Created budget control and senior purchaser of materials and refreshments for physical classes.
- Managed invoicing matters for current client accounts.
- Liaise with clients to provide understanding on the SkillsFuture requirements.
- Working with clients to increase revenue from conducting training classes.
- Reducing the cost of operations wherever possible.
- Oversaw the transition of manual invoicing into PEAK system.
- Gathered resources and set up a team to collect backlog accounts receivables.
- Key Project
- Training Grants and Claims Recovery Project – given Letter of Appreciation
Operations Manager
1 Year 10 Months- Project Management for teambuilding events.
- Created budget control for overseas and local events.
- Provide learning systems’ client training and support for Emergenetics program.
- Oversaw IT related matters for new hire onboarding and shared services.
- Created community related sessions for staff of diverse backgrounds and experiences to enhance communication within the company.
Business Support Executive
5 Years- Managed 3 categories for promotion maintenance – Beauty, Body, Cosmetics.
- Managed CRM and provided customer service related issues.
- Data analysis of product management to manage promotions.
Sales and Services Manager
3 Years 11 Months- Provide exceptional customer service.
- Managed a boutique with 20 staff.
- Roster planning of both full time staff and contract for services staff to ensure store is equipped with the resources needed for peak periods.
- Provided support to drive process improvement by conducting coaching & sessions for individual team members.
Senior Sales Executive
2 Years 11 Months- Assist Boutique Manager in handling recount & orders.
- Provide customer service as well as attending to customers’ requests.
- Responsible for preparations during Sale periods & inventory.
- Managed staff in the Ladies’ department.
- Managed the training of new hires’ on-the-job – OJT.
Purchasing Assistant
5 Years- Promoted from Receptionist to Purchasing Assistant
- Responsible for front desk daily operations
- Ordering of stationery for all departments
- Provided resources for recruitment drive
- Assisted HR dept with overtime calculation of workers
Education
Master of Business Administration
Recipient of the Arden Achiever Prize for attaining the highest classification mark across the School of Management and Executive Education
Postgraduate Diploma - Management (Major in SME Management)
Awarded Valedictorian for outstanding academic achievement
Professional Diploma - Leadership and People Management
SkillsFuture Singapore (SSG)
Skills
Office Administration
Customer Service Excellence
Accounts Receivables
Operations Management
Events Management
Retail Operations
Calendar Management
Microsoft Excel / PowerPoint / MS-Word
Basic V-Lookup
Microsoft 365 / OneDrive
Microsoft Outlook / Calendar
Google Mail / Calendar
Internal audits
Continuous improvement
Quality assurance management
Audit coordination
Quality testing
Document control
Attention to detail
Quality systems
Employee training
Policy reinforcement
Certification
- ACTA (Partial)
- SkillsFuture Singapore (SSG)
- Centre Administrator Training
- Quality Procedure and Documentation
- Invigilator Training
- City and Guilds
- Manage Customer Acquisition and Retention Programmes
- Jigsaw Discovery Tool Workshop
- Jigsaw Discovery Tool Foundation
- Advanced MS-Excel Macro / V-Lookup / Pivot
- COMAT, ST Engineering Group
- Excellent Customer Focused Writing
- Management Development Institute of Singapore (MDIS)
- CCID – Think Service, Think Us
- Robinsons Institute for Service Excellence (RISE)
- Level 2 International Certificate in Retail Operations
- London Chamber of Commerce and Industry (LCCI International Qualifications)
- Handling Customer Complaints 1 & 2
- Royal Sporting House (RSH)
Timeline
Quality Assurance Manager
Ascensus Institute Pte Ltd
01.2026 - CurrentRead More
Digital Campus Administrator
Ascensus Institute Pte Ltd
09.2021 - 12.2025Read More
Student Liaison Manager
AAARYA Business College Pte Ltd
01.2021 - 09.2021Read More
Credit Control Manager
EMG Pte Ltd
01.2017 - 01.2021Read More
Operations Manager
EMG Pte Ltd
02.2015 - 12.2016Read More
Business Support Executive
Watsons Singapore
01.2010 - 01.2015Read More
Sales and Services Manager
River Island | The Looking Glass Pte Ltd
01.2006 - 12.2009Read More
Senior Sales Executive
ZARA | Aryan S.E.A Pte Ltd
01.2003 - 12.2005Read More
Purchasing Assistant
Brilliant Manufacturing Limited
01.1998 - 01.2003Read More
Professional Diploma from Leadership and People Management
Read More
Postgraduate Diploma from Management (Major in SME Management)
Read More
Arden University
Master of Business Administration
Read More