- Customer Success Manager with a passion for large datasets, drawing new insights from data and design. 8 years of operations management and customer success experience in the healthcare and tech industry. Results-oriented with a proven track record of data-driven innovation, improving overall operations within a company. Adept in analytical thinking, strategic planning, leadership, and the management of staff, customers and procedures.
Hi, I’m
Gayle Lau
Engagement Manager
Singapore
Summary
Overview
8
years of professional experience
4
years of post-secondary education
Work History
Assurity Trusted Solutions - GovTech
Customer Success Lead
8 2021 - Current
Job overview
- NDI Suite Adoption: Strategized the adoption of National Digital Identity (NDI) products.
- Stakeholder Collaboration: Worked with Product Managers, C-suite, and partners to increase revenue and reduce costs.
- API Onboarding: Onboarded 30+ companies to the NDI API suite, engaging over 100 companies. Onboarded over 30+ WOG agencies to the postman APO
- Data Analysis & Modeling: Utilized advanced tools for data processing; built a classification model to predict business sectors and used KNN for customer segmentation.
- Operational Efficiency: Identified and automated repetitive tasks using Google App Scripts and Power Automate.
- KPI Dashboards: Developed and automated KPI dashboards using Data Studio, Power BI, Tableau, and Salesforce.
- Custom Analytics Solutions: Created custom solutions to enhance operational performance and strategic planning.
- Team Leadership: Led a team of 2 to support customer queries and technical onboarding.
National Healthcare Group, Singapore
Senior Executive
02.2016 - 07.2021
Job overview
- Leadership & Innovation: Spearheaded the globally recognized AIP-CCT and operationalized MIC@home.
- Project Management: Created charters, plans, and schedules; aligned stakeholder goals; efficiently launched new initiatives.
- Workflow & Infrastructure: Designed workflows and ensured robust system support.
- Impact Evaluation: Employed quasi-experimental methods (e.g., Propensity Score Matching) for initiative evaluation, earning accolades.
- Process Optimization: Analyzed and redesigned workflows to boost productivity and meet targets.
- Data Analytics & Visualization: Utilized advanced querying, Power BI, and Tableau for complex data analysis.
- Predictive Modeling: Developed machine learning models for predictive analytics (e.g., hospital visit predictions).
- Automation: Created a semi-automated SMS appointment system, reducing FTE by 30%. Automated reports and dashboards with VBA macros.
- SOP Management: Revised SOPs for safety, COVID protocols, and PDPA compliance.
- Executive Support: Supported Director with KPI analysis, budgeting, and charging model redesign. Led a team of 5 for daily operations.
Education
Singapore University of Technology and Design, Singapore
Bachelor from Engineering Product Development (hons)
05.2012 - 05.2015
University Overview
Ngee Ann Polytechnic, Singapore
Advanced Diploma from Machine Learning
04.2021 - 05.2022
University Overview
Skills
Python
Personal Information
Personal Information
- Date of Birth: 06/29/93
- Nationality: Singaporean
- Driving License: Class 3
Timeline
Ngee Ann Polytechnic, Singapore
Advanced Diploma from Machine Learning
04.2021 - 05.2022
Senior Executive
National Healthcare Group, Singapore
02.2016 - 07.2021
Singapore University of Technology and Design, Singapore
Bachelor from Engineering Product Development (hons)
05.2012 - 05.2015
Customer Success Lead
Assurity Trusted Solutions - GovTech
8 2021 - Current
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