Survey Experience Supervisor (Team Lead) May 2024 - Aug 2024

Areas of Focus: Team Leadership| Stakeholder Engagement| Strategic Planning 

Team Leader at MOM MRSD for the Comprehensive Labour Force Survey Project 2024

Team Leader: 

1. Supervised and mentored a team of 8 members providing strategic guidance and implementing comprehensive protocols, leading to a reduction in survey errors, elimination of backlogs, and an increase in the number of completed surveys.

2. Implemented strategies to optimise team performance, streamline workflows, and improve productivity (e.g. provided the team with an optimised calling pattern that maximised their survey completion rate).

3. Held weekly meetings with individual team members to identify areas for improvement (e.g. difficulty in convincing respondents), develop action plans (e.g. revise and execute new scripts), and track progress to achieve improvements.

Award: Top Team Leader for the Comprehensive Labour Force Survey (CLFS) 2024

Survey Experience Supervisor (Team Lead) Mar 2023 - Sep 2023

Areas of Focus: Team Leadership| Administrative Coordination| Training and Development| Stakeholder Engagement

Held multiple portfolios as a Team Leader at MOM MRSD for the CLFS Project 2023

Team Leader: 

1. Supervised and mentored a team of 8 members providing strategic guidance and implementing comprehensive protocols, leading to a notable decrease in complaints and achieving a 20% improvement in surveys completed.

2. Implemented strategies to optimise team performance, streamline workflows, and improve productivity (e.g. provided the team with an optimised calling pattern that maximised their survey completion rate).

3. Held weekly meetings with individual team members to identify areas for improvement (e.g. difficulty in convincing respondents), develop action plans (e.g. revise and execute new scripts), and track progress to achieve improvements.

Administrative Leader: 

1. Applied data analytics tools and metrics to evaluate project-wide performance and discern trends, facilitating the development and execution of innovative strategies such as optimising agent deployment according to location, status, and survey duration. These strategies resulted in a 20% increase in survey collection rates and expedited project completion by 3 weeks.

2. Acted as a liaison between the operations team and MOM MRSD, ensuring seamless reporting of system issues, updating project progression, and handling complaints filed by respondents.

3. Acted as a liaison between the operations team and the HR team, ensuring smooth onboarding and offboarding processes, accurate project-wide attendance records and managing project-wide disciplinary matters.

Operation Trainer: 

1. Revamped and executed a comprehensive 3-day training programme for 150 new employees, focusing on questionnaire training, system proficiency, interviewing skills, and customer service, resulting in a 2-day reduction in training time and a 20% uplift in overall employee performance compared to previous years.

Survey Experience Officer (Market Research Interviewer) Dec 2022 - Feb 2023

Areas of Focus: Data Administration| Survey Administration| Registrar Duties

Held multiple portfolios as an Officer at MOM MRSD for the Migrant Workers Survey Project:

Data Admin:

1. Leveraged Excel to deliver detailed daily, weekly, and monthly reports to the management team, enabling expedited and efficient responses to emergent project issues.

2. Identified and rectified data inaccuracies through the establishment of a streamlined workflow for monitoring survey completion status, leading to a 10% decrease in data discrepancies compared to previous projects.

3. Established an organised workflow to effectively monitor the project completion status, track voucher distribution to participants, and guarantee accurate data input.

Surveyor:

1. Conducted large-scale interviews, utilising in-depth knowledge of survey questions to improve efficiency by 30% and ensuring the collection of high-quality, in-depth responses from 500 respondents. 

2. Track respondents previous responses to detect and address any discrepancies, ensuring accuracy and consistency in data collection and reducing data rejection by 20%.

Registrar:

1. Maintained 100% data accuracy and integrity by efficiently verifying respondents personal information and managing the distribution of vouchers to participants, employing Excel for accurate data tracking and replacement of missing participants.

2. Meet established performance targets and provide real-time progress reports to the supervisor enabling proactive adjustments to KPIs.

Achievements: Attained promotion to Team Leader within a three-month timeframe.

Admin Support Assistant (HR Clerk) Jan 2021 - Nov 2022

Areas of Focus: Personnel Management| Administrative Efficiency| Stakeholder Engagement

Held multiple portfolios as an HR Clerk in an active SAF Battalion:

Regimental and Discipline:

1. Successfully resolved over 200 disciplinary cases with a high level of efficiency and quality.

2. Provided round-the-clock support to investigation officers, furnishing sample reports and meticulously identifying discrepancies and avenues for enhancement.

3. Contributed to a 50% increase in case closing rates through effective guidance and support.

4. Facilitated communication with the Military Police to schedule detainee welfare visits and arrange for their release.

5. For non-court cases, collaborated with external departments to determine appropriate punishment and facilitated communication with Unit Commanders/Heads of Departments (HODs) for formal punishment implementation.

Promotion:

1. Streamlined the monthly promotion process by monitoring promotion criteria for all servicemen and resolving system errors by collaborating with external departments.

Leave:

1. Optimised leave generation quota process by leveraging expertise in electronic human resources systems and Microsoft Excel to automate the process.

3. Monitored the AL quota for 500 servicemen, ensuring all leaves were cleared before year-end.

4. Assisted in resolving all system errors that arose, contributing to an efficient and accurate leave-tracking process.

Overall: 

1. Achieved a 20% increase in departmental productivity through streamlined and efficient leave generation.

2. Maintained efficient organisation in all assigned tasks and provided weekly status updates to the HOD and senior HOD monthly. Received recognition from multiple HODs for exceptional customer service, consistently exceeding expectations by 50%.

Award: Best Soldier of the Month (Was the only ASA Awarded in the battalion for demonstrating exceptional commitment, performance, demonstrating resilience and determination.)

Service Crew Dec 2018 - Dec 2020

Areas of Focus: Customer Service| Operational Efficiency

At Tori Q, I consistently served approximately 700 customers daily, embodying efficiency, hospitality, and warmth, while leveraging my extensive product knowledge to adeptly fulfil multiple roles:

Order Taker:

1. Swiftly and accurately process customer orders, meticulously repeating each order to the cashier for verification.

2. Proactively communicated with kitchen staff to maintain optimal stock levels, ensuring uninterrupted order fulfilment.

Cashiering:

1. Demonstrated proficiency in utilising the POS system to streamline checkout procedures, eliminating redundancy in order processing

2. Contributed to a 15% increase in sales by efficiently managing the rice dispenser and expediting order processing, thereby aiding the team in meeting and exceeding daily and monthly sales targets.

Ad Hoc:

1. Maintain hygiene standards by regularly replacing plates and monitoring the stock levels of fried goods.

2. Ensured a continuous supply of cooked rice by diligently monitoring and replenishing the rice dispensing machine.

Stock Taking and Stock Orders:

1. Conducted daily stock-taking to reconcile numbers with the POS system, ensuring accuracy and accountability.

2. Helped make projections of future sales and ordered appropriate stock levels to ensure seamless operations and customer satisfaction.

Achievement: Attained promotion to Senior Part-Time status within a one-year tenure.