Academic Consultant at Self-Employed (2022-01 – Present)
- Built and maintained strong client relationships by tailoring services to individual goals, achieving over 80% retention rate and generating consistent repeat business through high satisfaction and referrals
- Delivered one-to-one and small-group sessions with a focus on measurable outcomes and client progress tracking
- Advised clients on international applications, accommodation, and settling processes, supporting smooth transitions for placements across multiple countries
- Collaborated with educational institutions to audit operations and recommend service improvements
- Organised and hosted workshops and webinars to communicate strategies, improve engagement, and maintain professional standards
- Supported successful international placements for clients across multiple countries
- Grew client base through referrals, reducing need for external marketing
Manager of Customer Relations at Payit Phoo Guest House (2022-01 – 2025-01)
Concurrent position over evenings/weekends; on-site residence
- Acted as primary point of contact for 100+ international guests monthly, delivering smooth service and coordinating transport, activities, and accommodation arrangements
- Managed high-volume enquiries from international guests, ensuring timely responses and consistent service standards
- Handled immigration-related requirements for guests, including registration processes and visa extensions, while maintaining 100% compliance with all regulations and recording zero major issues or penalties throughout tenure
- Supported overall hotel operations during evenings and weekends, ensuring no major service disruptions
Assistant Head of Language Department at Times English (2018-08 – 2022-02)
- Led the operational execution for the language department across three campuses, ensuring seamless day-to-day management for a team of 15 staff members
- Improved operational consistency across three campuses through the introduction of standardised processes and performance monitoring tools
- Optimized team productivity by engineering complex staff schedules and task delegation models for a multi-site workforce
- Monitored staff performance, implemented improvement strategies, and ensured alignment with organisational policies and standards
- Managed resource allocation and budgetary compliance, optimising spend across three sites to meet organizational financial targets
- Designed and deployed standardised operational frameworks and performance monitoring tools that unified departmental standards across multiple locations
- Coordinated cross-functional teams to resolve challenges and maintain high service standards
- Planned and delivered professional development programmes to strengthen team capabilities and operational effectiveness
- Served as the senior departmental liaison at cross-functional meetings, coordinating with campus leads to resolve complex operational challenges
- Reduced internal issues through effective conflict resolution and team management
Senior English Language Tutor at International House (2015-06 – 2018-08)
- Delivered one-to-one and small-group English language sessions, focusing on client progress, engagement, and measurable outcomes
- Identified individual challenges and implemented targeted support strategies that improved client satisfaction
- Maintained regular communication with clients to ensure expectations were met and service quality remained high
- Designed supplemental resources to reinforce engagement and maintain operational standards
