Customer Service Manager - Cengild G.I. Medical Centre
(2025-11)
- Heading Customer Service team (lobby, VIP, feedback, operator and porter services).
- Monitor KPIs, guide team growth and ensure strong performance.
- Lead service improvement for Customer Service and hospital-wide support.
- Oversee complaints with full investigation and solution planning.
- Act as a bridge between patients and the hospital to resolve concerns.
- Analyse customer feedback and drive service upgrades.
- Monitor CSI and NPS to maintain high satisfaction results.
- Provide Customer Service training for all Cengild staff.
- Develop SOPs, policies and workflows for Customer Service, grievance processes and Patient Family Rights.
- Committee member of Environment, Safety and Health.
- Oversee outsourced housekeeping and perform joint inspections.
Covering Head of Customer Care and Experience (CCX) - Damansara Specialist Hospital 2
(2025-04 - 2025-10)
Customer Care and Experience Manager - Damansara Specialist Hospital 2
(2024-07 - 2025-04)
- Heading CCX of DSH2 in April 2025 (Lobby, VIP, Feedback, Operator)
- Strengthen support team goals, performance and growth (KPIs).
- Drive improvements across the Customer Care & Experience department, including complaint handling, customer feedback analysis, solution planning, CSI and NPS monitoring, and patient-focused service.
- Oversee Standard People Practice training and audits across the hospital.
- Established SOP, policies and workflow for Customer Care and Experience, grievance mechanism processes and Patient Family Rights as accordance to MSQH requirements and standards.
- Cross departments interaction and coordination to ensure streamline processes.
Assistant Manager Business Office Strategic Planning & Continuous Improvement (SP&CI) - Sunway Medical Centre
(2022-11 - 2024-06)
- Lead the SP&CI.
- Process Improvement in Business Office.
- Complaint management and investigation.
- Customers feedback analysis and propose solution.
- Promote patient care and customer satisfaction.
- Act as a patient liaison for Admission and Discharge (on ground)
- Inter department liaison - improve and create efficient workflow in between departments.
- Training, coaching and development of SP&CI team.
- Set KPI and evaluate team performance.
- Propose and implementation of new ideas
Client Relations Manager - Watson Property Group
(2021-04 - 2022-04)
- Promote latest products to clients.
- Presentation on products.
- Set up portfolio for clients.
- Build rapport and maintain relationship with clients.
- Achieve sales target (individual and team)
Cabin Supervisor - Emirates Airline
(2000-12 - 2020-08)
- Conduct briefing before flight.
- Assigned working position and smooth workflow.
- Evaluate performance and raised appraisal on crew members.
- On-job training and coaching.
- Ensure SOP and service delivery standards maintained and consistent.
- Lead and supervised Business and Economy class cabin.
- Build rapport and ensure customer satisfaction.
- Product and service enhancement.
- Problem solving and solution.
- Liaise with Ground management for service improvement.
- Leading team members from 7-12 crew members.
Flight Stewardess - Malaysia Airline
(1996-04 - 2000-09)
- Ensure SOP, grooming and service standards are adhered.
- Attentive to customer needs and request during flight.
- Promote inflight services and duty-free sales.
- Gather customer feedback and comments.
- Ambassador to Malaysia Airline
- Enhanced Inflight service
