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
01.2022 - 04.2024
Skills
Customer experience
Conflict resolution
Stakeholder management
Process improvement
Workflow analysis
Project management
Team management
Training and development
Quality assurance
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
01.2022 - 04.2024