Hui Sheng Neo

• Oversee daily operations of the interview center, ensuring smooth and efficient functioning across all departments.
• Manage and support a multicultural team of 26 staff, which includes recruitment, training, scheduling, auditing and performance reviews. Additionally, promoting team cohesion, cultural sensitivity, and high service standards. - Notable improvement in staff retention, 1 turnover since May 2023.
• Resolved staff member conflict, actively listening to concerns and finding appropriate middle ground.
• Maintain high standards of customer service, resolving client issues promptly and professionally.
• Monitor and manage budgets, reduce unnecessary costs, and ensure financial targets are met.
• - >95% budget utilization rate for year 2024
• Build strong relationships with, NGOs, government agencies (Singapore Police Force & Ministry of Manpower), and stakeholders to expand outreach and support initiatives.
• Coordinate with external vendors and service providers for repairs, maintenance contracts, and infrastructure upgrades.
• Negotiated favorable contract terms with vendors, leading to significant cost savings while maintaining product quality and timely delivery.
• Serve as the Data Protection Officer, ensuring the department’s full compliance with PDPA and other relevant data privacy regulations.
• Develop and enforce internal data protection policies, conduct staff training on data handling, and manage data access and breach response protocols.

• Supervised day-to-day operations of the center, ensuring a safe, organized, and welcoming environment for all visitors and staff.
• Provided guidance and support to frontline staff, supporting scheduling, task delegation, and performance monitoring.
• Strengthened internal communication between frontline staff and management, reducing incident escalation time and improving workflow transparency.
• Ensured adherence to organizational policies and assisted in onboarding and training new team members.
• Supported onboarding and training of new hires, contributing to a faster integration rate and increased staff retention.
• Supported the implementation of data protection protocols in line with internal guidelines and PDPA compliance.

• Supervised a team of 10 staff in the daily operations of the center, including course payment collection and resolution of escalated issues.
• Built strong professional relationships with internal and external stakeholders, including customers, associate trainers, vendors, tenants, and internal staff.
• Conducted performance reviews for customer service officers and provided recommendations for promotions based on performance.
• Facilitated bi-monthly team coaching sessions to ensure alignment with updated products, services, and operational processes.
• Served as the key point of contact for managing and resolving customer complaints effectively and professionally.
• Provided course consultations and tailored recommendations to both prospective and existing customers.
• Led the recruitment process for customer service officers, including interviewing and onboarding.
• Recognized with the Team Star Performer Award for outstanding leadership and team performance – March & April 2021.
• Successfully reduced staff turnover from 20% to 10% between 2018 and 2020 through improved engagement and team development strategies.

• Responded promptly to customer inquiries and feedback through various communication channels, including point of contact, email, and phone.
• Ensured efficient escalation of customer issues to the appropriate departments or higher authorities for resolution.
• Managed customer payments, ensuring accuracy and timely collection.
• Delivered exceptional service by going the extra mile to meet customer needs and exceed expectations.

Overall Assessment

Conduct: Outstanding

Performance: Ranked in the top 10%

Recognition: Awarded Best Group Leader for October and November 2013