Joey Siew
Summary
Strategic and tactical Events Executive with more than 10 years of experience managing and motivating high-performing event teams and partners. Leads multi-discipline, multi-stakeholder professionals to deliver global, high-profile events. Tech-savvy and dynamic executive with broad expertise and experience in electronic and people-focused event promotion and execution.
Overview
37
37
years of professional experience
Work History
Senior Event Executive
The Singapore Island Country Club
06.2022 - Current
- Responsible for the selection, development, leadership and retention of talented staff in the golf operations and outside services departments
- Ensure golf operations and outside services staff are providing excellent guest service
- Review guest and member surveys and feedback and determine appropriate plan of action if appropriate
- Administration and oversight of club programs such as golf cart rental program and handicap program
- Golf systems administration to include reservation system maintenance and accuracy and green fee accuracy on website and other sources
- Maintains constant communication between departments and keeps other departments informed about special programs and events
- Co-ordinate and control the operation of all club and golf events, competitions and games
- Oversight of Driving Range operation
- Oversight of Cleanliness and organization as it pertains to the Driving Range, Cart Barn and practice putting green area
- Supervise staff by training, delegating, and problem solving before and during event operation
- Administration of the Handicap system
- Generate monthly reports for Golf Operations
- Implemented protocols and procedures to effectively manage planning process.
- Handle incident/accident issues reported like dangerous play, slow play, buggy or club damage, hole in one etc
- Developed detailed event reports, documenting all aspects of each event.
- Follow up and resolve complaints relating to incidents /accidents and compile and collate witnesses' statements from parties such as staff on duty and members involved
- Planned productive work schedule to maximize number of sales calls and minimize expense.
- Identified opportunities for growth within current group base and facilitated plans to achieve growth percentage for total unit collection within territory.
- Managed vendor relationships for optimal results, negotiating contracts and monitoring performance.
- Developed and maintained collaborative working relationships with key accounts.
- Built strong relationships with clients, vendors, and team members to ensure successful event delivery.
Account Manager
Zero Spot Laundry Service Pte Ltd
06.2017 - 06.2022
- Company Overview: Industry : Laundry Services for Hotels and Hospitals
- Responsible for the management of Hotel Accounts
- To serve as the interface between the customer service and the Operations team in a company
- Management of 8 to 10 Hotel Accounts
- Maintains the company's existing relationships with customers
- To understand the customer's demands, plan how to meet these demands for the company as a result
- Engaged in a variety of tasks including project management, coordination, strategic planning, relationship management, negotiation, leadership and innovative development of opportunities with the Hotel Accounts
- Manage and solve conflicts with customers
- Interact and coordinate with the Operations team and other staff members in other departments working on the same account
- Communicates and delivers a positive customer service experience, when disruptions occur during the service delivery process
- Industry : Laundry Services for Hotels and Hospitals
- Reason for leaving: Looking for better career prospects, professional growth
- Learn new skillsets
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
Helpdesk Manager
OPUS IT Services Pte Ltd
01.2015 - 06.2022
- Company Overview: Industry : Call Centre / IT-Enabled Services / BPO
- Responsible for the overall Customer Service Level achievement for the outsourced Service Center
- To manage a team of customer service front counter, call centre and IT engineers and steer them towards customer service excellence on repair services
- To ensure that all customer service touch points are kept updated with repair status
- To ensure efficient daily work processes and ensuring frontline staffs and engineers are equipped to provide high levels of customer service standards with constant training schedules and feedback sessions
- Review feedbacks from customers in formulating improvements to current services and developing new services
- Where necessary, highlight areas of concerns with client the on possible enhancements/improvements
- Developing and managing the monthly reporting of customer service satisfaction levels to management and client
- Mange customer escalations
- Industry : Call Centre / IT-Enabled Services / BPO
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Recruited, trained and supported help desk technicians and representatives.
- Compiled and accurately entered data for each customer encounter to record in system.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Established effective communication channels between the help desk team and other departments for seamless collaboration.
Customer Service Manager
EZ-Link Pte Ltd
03.2010 - 12.2014
- Company Overview: Industry : Card Payment/ Call Centre
- Responsible for the overall Customer Service Level achievement for the organization
- To manage a team of customer service assistants and outsourced call centre and steer them towards customer service excellence
- To ensure that all customer service touch points are kept updated with product/service information and FAQs
- To ensure efficient daily work processes and ensuring frontline staffs are equipped to provide high levels of customer service standards with constant training schedules and feedback sessions
- Review feedbacks from customers and customer service officers in formulating improvements to current services and developing new services
- Where necessary, highlight areas of concerns with other Departments of the organization on possible enhancements/improvements
- Developing and managing the annual audit plan for reporting of customer service satisfaction levels to relevant authorities
- Monthly generation of reports for management
- Industry : Card Payment/ Call Centre
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Operations Manager
Antasis Pte Ltd
01.2008 - 01.2010
- Company Overview: Industry : Call Centre / IT-Enabled Services / BPO
- Managing daily performance ensuring high levels of goal attainment and quality of service of the Contact Centre
- Ensure adherence to service level agreements of quality, productivity, accuracy, and any other defined metrics in each campaign
- Responsible for daily, weekly, monthly interactions with clients including status updates in required reports; problem resolution, proactive communication and on-going relationships in weekly and monthly review meetings
- Establish clear roles, directions, responsibilities, and performance requirements for the contact centre operations team, ensuring the team exhibit a high degree of ownership and accommodation when interfacing with clients and customers
- Coordinate and collaborate with management to address issues, which affect contact centre operations
- To research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions
- Industry : Call Centre / IT-Enabled Services / BPO
- Reason for leaving: Company restructured
Deputy Manager
TeleDirect Communications
01.2006 - 01.2008
- Company Overview: Industry : Call Centre / IT-Enabled Services / BPO
- In charge of the daily operations for SIA KrisFlyer Membership Services
- Involve in running 3 Operations department - Ticketing/ Fulfillment/ Retro
- Ensure up-to-date clearance of tasks for each department to meet the KPIs, review and improve work processes, staff development
- Handle members' compliments and feedback
- Generate incident report to relevant parties pertaining to members' feedback
- Industry : Call Centre / IT-Enabled Services / BPO
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
- Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Customer Service Executive
OPUS IT Services Pte Ltd
01.2004 - 01.2006
- Company Overview: Industry : Call Centre / IT-Enabled Services / BPO
- Industry : Call Centre / IT-Enabled Services / BPO
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Sales Consultant
Advantech Peripherals (S) Pte Ltd
01.2001 - 01.2003
- Develops and identifies business opportunities through software projects and other forms of prospects that call for Web/PDA/ wireless/Surveillance and system integration
- Conceptualizes, designs, develops and presents business and technical proposals for these various forms of technical prospects; participates in initial management of projects
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
Software Engineer
Cybersource
01.2000 - 01.2001
- Programming, web development for GMS wireless project
- Project development and provide solutions to clients
- Accomplishment: GMS system via SMS for CityCab Developed in-house GMS software
- Consistently met project deadlines by effectively managing time and prioritizing tasks according to importance.
- Analyzed proposed technical solutions based on customer requirements.
- Collaborated with management, internal and development partners regarding software application design status and project progress.
- Improved software performance by identifying and resolving bottlenecks in the code.
Medical Instructor
Chin Seng Engineering
01.1988 - 01.1994
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
Combat Medic Specialist
Singapore Armed Forces
01.1988 - 01.1994
- Implemented preventive measures to reduce instances of illness or injury among service members stationed in austere environments.
- Streamlined casualty evacuation processes, ensuring faster transportation of patients to higher echelons of care.
- Enhanced patient survival rates by providing timely and accurate medical care in high-pressure combat situations.
- Supported the development of comprehensive risk assessments, identifying potential hazards to soldier health and implementing countermeasures as needed.
- Assisted in the development of new training programs, incorporating innovative methods and technologies to enhance Combat Medic capabilities.
- Educated non-medical personnel on basic first aid and life-saving techniques, increasing overall unit preparedness for emergency situations.
- Acted as team leader and took responsibility for scene and unit management to maximize integrated support of patients.
- Trained new paramedics on proper procedures and protocols to maintain best practices and promote great patient care.
Education
Diploma - Computer Science/Information Technology, Multimedia and technology
Informatics Computer School
11-2000
Skills
- Brand awareness
- Content development
- Creative direction
- Onsite execution
- Post-event analysis
- Vendor negotiation
- Event design
- Teamwork
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Adaptability and flexibility
Languages
English
Bilingual or Proficient (C2)
Timeline
Senior Event Executive
The Singapore Island Country Club
06.2022 - Current
Account Manager
Zero Spot Laundry Service Pte Ltd
06.2017 - 06.2022
Helpdesk Manager
OPUS IT Services Pte Ltd
01.2015 - 06.2022
Customer Service Manager
EZ-Link Pte Ltd
03.2010 - 12.2014
Operations Manager
Antasis Pte Ltd
01.2008 - 01.2010
Deputy Manager
TeleDirect Communications
01.2006 - 01.2008
Customer Service Executive
OPUS IT Services Pte Ltd
01.2004 - 01.2006
Sales Consultant
Advantech Peripherals (S) Pte Ltd
01.2001 - 01.2003
Software Engineer
Cybersource
01.2000 - 01.2001
Combat Medic Specialist
Singapore Armed Forces
01.1988 - 01.1994
Medical Instructor
Chin Seng Engineering
01.1988 - 01.1994
Diploma - Computer Science/Information Technology, Multimedia and technology
Informatics Computer School
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