Yanni Lye

Accomplished education Centre manager with over 7 years of comprehensive experience in managing academic operations, staff leadership, and parent-student relations. Demonstrated success in boosting enrolment, streamlining workflows, and executing digital marketing campaigns to increase brand visibility.

Recognized for excellence with performance awards in 2022 and 2024, including leading a centre through a successful brand transition while retaining 90% of customers.

Team Lead (Customer Service)

• Lead and supervise a team of 3 customer service staff, ensuring smooth daily operations and consistent service delivery.
• Collaborated with the IT team from May to July 2025 to set up, test, and input data into a new customer service system, supporting a smooth transition and adoption.
• Generated and presented daily/weekly/monthly reports on customer inquiries, service performance, and team productivity to management.
• Acted as the point of contact for escalated issues, coordinating with internal departments and project stakeholders to ensure timely resolution.
• Trained and guided staff on using the new system and maintained compliance with service-level agreements and company policies.
• Supporting onboarding and continuous development of team members to achieve KPIs and improve customer experience.

Centre Manager

• Oversee daily operations and collaborate with the director to establish center guidelines.
• Foster strong relationships with parents, students, and teachers to address concerns and enhance teaching methods.
• Handle inquiries, conduct parent visits, and manage record-keeping and documentation.
• Oversee branch cash flow, including fee collection, deposit transfers, staff payroll, and periodic financial reporting.
• Create classroom timetables and allocate teaching hours for efficient manpower utilization.
• Design promotional materials and develop digital content for social media marketing campaigns.
• Conduct inventory checks to track and account for teaching material losses.
• Earned outstanding achievement awards in 2022 and 2024 for full enrollment at a new center and leading Q2 net enrollment growth among Singapore branches respectively.
• Successfully transitioned from a franchise brand to an independent tuition centre, retaining and converting 90% of existing customers

Bachelor degree in marketing