- 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
SQL
Tableau
Power BI
QGIS 30
VBA
Adobe Photoshop
Adobe Illustrator
Adobe Premiere Pro
Adobe InDesign
Solidworks
Arduino
Adobe Animate
Microsoft Office Suite
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