Zendesk
Travis Siow
Operations Manager
Summary
With 12 years of professional experience, I presently serve as a team leader. I have managed teams across Singapore, Malaysia, and Australia. My expertise centers on data analysis and optimizing efficiency through effective stakeholder collaboration. Within GLG, I concentrate on refining procedures, enhancing workflows, and incorporating innovative technologies to enhance client engagement and project execution. Proficient in prioritizing projects within fast-paced environments, mediating expert conflicts, and fostering enduring client relationships.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Manager, Project Support Specialist
Gerson Lehrman Group
10.2023 - Current
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
Senior Project Support Specialist
Gerson Lehrman Group
07.2020 - Current
- Organized meetings, workshops, and training sessions to ensure continuous growth of Project Support Specialist skill sets within the team.
- Streamlined project workflows by implementing new tools, leading to reduced overhead costs.
- Provided valuable input for process improvements, resulting in increased efficiency and cost savings.
- Facilitated change management processes by effectively communicating updates to all affected parties.
- Improved overall team productivity with effective time management strategies and task prioritization.
- Coordinated cross-functional teams to achieve seamless project execution and timely completion.
Project Support Specialist
Gerson Lehrman Group
4 2019 - Current
- Acted as a liaison between project teams, industrial experts and clients, fostering positive relationships through clear communication channels.
- Ensured compliance with company policies and regulations throughout all stages of the project lifecycle.
- Assisted in managing Industrial experts relationships, negotiating fees, and securing favorable terms.
- Assisted in the development of detailed project plans, ensuring proper resource allocation and scheduling.
- Troubleshot and resolved system related issues in real-time to minimize operational down time.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Monitored project progress, identified risks and took corrective action as needed.
Admin and Marketing Executive
Boardroom Limited
08.2017 - 03.2019
- Negotiated favorable contracts with vendors, ensuring high-quality services at lower costs.
- Planning and management activities to maintain and manage the company's overall health, safety, and facility-related operations.
- Optimized workspace utilization through regular reorganization efforts aimed at enhancing accessibility of tools and resources necessary for daily activities.
- Enhanced team productivity with effective communication and collaboration during high-volume periods.
- Managed email marketing campaigns, resulting in increased click-through rates and conversions.
Expatriate Relations Executive
Cayman Management Consultants
01.2016 - 01.2017
- Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Solved customer challenges by offering relevant products and services.
- Built relationships with customers to encourage referrals.
Shift Supervisor
Starbucks Coffee Singapore Pte. Ltd
05.2013 - 08.2015
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Continuously improved workplace processes and procedures, identifying areas for optimization and leading initiatives to implement necessary changes.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
- Oversaw maintenance activities within the premises, coordinating with contractors when necessary for timely repairs and upkeep tasks completion.
- Increased sales performance through effective upselling techniques and staff training initiatives.
Assistant Sales Manager
Kind of Blue Ptd Ltd
02.2011 - 05.2013
- Coordinated daily customer service operations (e.g. sales processes, orders and payments)
- Evaluated employee performance and identified training needs.
- Coached and supported new and existing Sales Associates.
- Pitched new sales training programs and techniques.
- Supported business growth by identifying opportunities for upselling additional products or services during customer interactions.
- Supported store''s profitability goals by upselling additional items or services when appropriate.
Education
Bachelor of Science - Business Administration, Management And Operations
Royal Holloway, University of London
2022.01 - 2024.04
Skills
Customer experience
Certification
Certification of Employment Intermediaries Basic (CEI), N0027467, 2017
Leadership And Community Service
- World Wide Federation - Earth Hour, 2017, Singapore's first city lights-out marathon event during Earth hour.
- Overseas Community Service Project, 2010, Conducted English lessons for orphanages in Cambodia organized together with Institute of Technological Education.
Accomplishments
- 19 internal nominations as of 2023
- Business grew by 20% upon 95% adoption usage in 2020 after joining in 2019.
- Conducted training for the past five years to client-facing professionals to utilize operation support and increased operation adoption growth by 22%
- Assisted the company through the great resignation in 2022 with a 60% turnover rate; was appointed to train new personnel from operations to client servicing executives on best practices.
- Reduced company expenses on courier services by $55,000 to date, compared with the past year records.
- Awarded the Service Ambassador of 2014 and 2015 Contributed to the highest revenue branch in Singapore worth SGD 1 million in 2013.
- Recognition from District Management as the most consistent KPI per receipt, achieving above average sales within 1000 transactions per day in 2013.
- Highest performer Mooncake Ambassador of 2014 with a record of 1,380 boxes of mooncakes sold within 2 months
- Received over 60 customer compliments within 8 months and was awarded Service Ambassador in 2014 and 2015.
- Conducted 4 training seminars and coffee programmers for newcomers.
- Featured on recruitment drive 2014.
Gerson Lehrman Group (GLG)
Boardroom Limited
Starbucks Coffee Singapore Pte. Ltd
Software
Looker
Tableau
Front
Timeline
Manager, Project Support Specialist
Gerson Lehrman Group
10.2023 - Current
Senior Project Support Specialist
Gerson Lehrman Group
07.2020 - Current
Admin and Marketing Executive
Boardroom Limited
08.2017 - 03.2019
Expatriate Relations Executive
Cayman Management Consultants
01.2016 - 01.2017
Shift Supervisor
Starbucks Coffee Singapore Pte. Ltd
05.2013 - 08.2015
Assistant Sales Manager
Kind of Blue Ptd Ltd
02.2011 - 05.2013
Certification of Employment Intermediaries Basic (CEI), N0027467, 2017
01-2008
Project Support Specialist
Gerson Lehrman Group
4 2019 - Current
Bachelor of Science - Business Administration, Management And Operations
Royal Holloway, University of London
2022.01 - 2024.04
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