NANCY CHEONG
Singapore
Summary
Experienced and empathetic professional with over two decades of diverse experience across healthcare, wellness, customer service, and people engagement. Adept at fostering trust, improving service outcomes, and navigating complex interpersonal situations with a solution-oriented, “can do” mindset. Known for empathetic communication skills, emotional intelligence, and an unwavering commitment to service excellence—whether supporting patients, caregivers, or internal teams. Now seeking a meaningful role where I can continue to build positive experiences and support people through thoughtful engagement and practical care.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Assistant Manager, Patient Experience
Changi General Hospital
09.2023 - 09.2024
- Strengthened a patient-centric culture through proactive service recovery and empathetic communication.
- Engaged directly with patients, families, and staff to resolve concerns and reduce formal complaints.
- Helped emotionally sensitive family conferences with professionalism and compassion.
- Conducted real-time feedback interviews to find gaps and implement immediate solutions.
Manager, Patient Relations
St. Andrew’s Community Hospital
09.2019 - 03.2023
- Led patient engagement strategies that improved satisfaction scores and reduced complaint volumes.
- Proactively conducted ward rounds to address concerns and prevent service breakdowns.
- Collaborated across clinical and operations teams to resolve patient-caregiver conflicts.
- Coordinated crisis response and policy adaptation during the COVID-19 pandemic.
Manager, Outreach & Programmes
Caregivers Alliance Ltd
01.2016 - 01.2019
- Designed and delivered caregiver education programs focused on resilience and mental health.
- Provided counseling and referral services to families supporting individuals with mental health needs.
- Spearheaded the development of a dementia care curriculum used in training workshops.
Founder
Noah Noah Pte Ltd
01.1994 - 01.2015
- Founded and managed a retail business offering international wellness products to the local market.
- Oversaw sourcing, marketing, customer service, and retail staff training.
- Built brand presence and cultivated loyal customer relationships through personalized service.
Manager
Aveda Aesthetic
01.1991 - 01.1993
- Launched and managed Aveda’s first eco-conscious retail flagship in Singapore.
- Developed staff through training programs that enhanced customer experience and sales performance.
- Delivered consistently high service standards aligned with brand values.
Flight Crew
Singapore Airlines
01.1984 - 01.1989
- Delivered premium in-flight service to international passengers.
- Managed safety, comfort, and communication across a multicultural passenger base.
- Honed interpersonal skills and customer care in high-pressure, service-critical environments.
Education
Specialist Diploma - Gerontological Counselling
01.2017
Cambridge International Diploma - Teaching & Training
01.2011
Master's - professional counselling
Swinburne University
Australia01.2009
Skills
Customer Relations
Patient Experience
Empathetic Communication
Service Recovery
Stakeholder Engagement
Coaching & Facilitation
People-Centered Leadership
Crisis Management
Certification
- APEX DISC Certified Practitioner Certification (2025)
- Certified Performance Leadership Coach (2021)
- Customer Excellence, SMU Institute of Excellence (2021)
- Satir Transformational Systemic Therapy – Level 1 & 2 (2018–2020)
- Montessori for Dementia Care – Masterclass I & II (2018)
- Patient Experience Certification, Beryl Institute (2021)
Timeline
Assistant Manager, Patient Experience
Changi General Hospital
09.2023 - 09.2024
Manager, Patient Relations
St. Andrew’s Community Hospital
09.2019 - 03.2023
Manager, Outreach & Programmes
Caregivers Alliance Ltd
01.2016 - 01.2019
Founder
Noah Noah Pte Ltd
01.1994 - 01.2015
Manager
Aveda Aesthetic
01.1991 - 01.1993
Flight Crew
Singapore Airlines
01.1984 - 01.1989
Specialist Diploma - Gerontological Counselling
Cambridge International Diploma - Teaching & Training
Master's - professional counselling
Swinburne University