Jul 2024 – Present · 1 yr 10 mos · Singapore · On-site

Sep 2021 – Present · 4 yrs 8 mos · Singapore

• 90% of new podcasts wither and die before they even reach double-digit episodes. This is largely because most podcasters start their shows part time and are simply unable to keep up with the 8-10 hours of work needed every week to keep new episodes coming. This is unfortunate, because a lot of good stories and intriguing insights are lost this way - just for the lack of time.
• CrazyTok was born out of my experience hosting and optimising multiple shows on personal finance, career growth and entrepreneurship. We are an all-in-one podcasting service that enables businesses and busy professionals launch, run and grow into a top-ranked podcast on as little as 2 hours a month.
• Wanna learn more about podcasting? Just set up some time via the meeting link below

Sep 2021 – Present · 4 yrs 8 mos · Singapore

• I offer small checks at pre-seed and seed stage to startups with at least an MVP, initial traction and a robust go-to-market plan. I am happy to brainstorm or offer expert advice on your go-to-market plan, customer onboarding, customer success/ support, operations and marketing.
• Early investor in multiple startups, including
• GajiGesa: FinTech startup serving under-banked Indonesian workers
• DishServe: Asset-light ghost kitchen partnering with home kitchens to make more choices available next door
• Nas Academy: Platform for creators to monetize their knowledge through master-class style courses and online academies
• Active investor in multiple syndicates

Jul 2021 – Dec 2021 · 5 mos · Singapore

• Advised on customer retention, engagement and Customer Success

Oct 2020 – Jun 2021 · 8 mos

• Led our expansion into three exciting new frontiers:
• Cloud Kitchens support our merchant's growth by letting them test new markets and cuisine concepts risk-free, with limited capex and additional support and in-app visibility
• Cloud Retail is an early avatar of instant commerce, bringing 7-11 style convenience to your doorstep
• B2B Supplies creates value for smaller merchants by saving them multiple trips to the wet market and bringing the convenience of next-day delivery at bulk-negotiated prices

Jan 2020 – Oct 2020 · 9 mos

• Merchants are key to the success of GrabFood. We do our best to keep them happy on our platform while looking for ways to create increasing value for their businesses, both online and offline.
• Specifically:
• 1. Ensure our operations are responsive to their needs - we aim to deliver what they need quickly and with empathy and understanding
• 2. Ensure they gain increasing value from our platform by setting up value-adding services that help them unlock the full potential of their business, whether it be through greater sales, better branding or just more free time to follow their passions
• 3. Ensure our merchants get relevant information and advice just when they need it

Jul 2018 – Jan 2020 · 1 yr 6 mos

• Customer Success is a small team with huge impact. We help our users (Merchants, Delivery Partners and Consumers) get maximum value from the Grab platform and ecosystem.
• We manage the end-to-end customer journey, co-design the product roadmap, conceptualise and incubate new services and strategic initiatives. We're proud to be shaping the future of Food!

Jul 2018 – Present · 7 yrs 10 mos · Singapore

• Writer/ Podcaster for CrazyTok
• Host of shows offering practical advice on personal finance, career growth and entrepreneurship. Look for MoneyTok and JobTok on Google/ Apple/ Spotify podcasts and register at crazytok.online to get free tools and resources to get you started
• Best-Selling Children's Author
• Authored two historically-themed children's mysteries under The Sen Kids series, available as print and ebook on Amazon
• Book 1, The Mansion Mystery was a #1 New Release on Amazon, #1 for several weeks in it's category and featured at the Asian Festival of Children's Content, 2018
• bit.ly/MansionMystery
• Book 2, The Ghost of Golconda was also a #1 New Release on Amazon and briefly #1 in its category
• bit.ly/buyghostofgolconda
• Singer-Songwriter for the 1HIT1DERZ
• Debut single 'Keepin' It Light' released on Spotify, Apple Music, Amazon, Deezer, Saavn and most major music streaming platforms

Mar 2015 – Jul 2018 · 3 yrs 4 mos · Singapore

• I lead our physical and virtual support organisation for millions of Uber and UberEATS users across the region. We have four key mandates:
• Ensuring our team and broader support network is happy, engaged and high-performing: I lead a team of 150+ engaged, high-performing employees, 500+ contractors and 1,500+ outsourced support staff. We solve difficult problems every day and have a lot of fun doing it.
• Fair and prompt resolution of customer concerns across channels, with actionable insights that result in overall improvement in the Uber experience: We've scaled frontline staff by 100x across 16 sites, significantly improved response times and CSAT, built Business Continuity Plans and expanded support to 11 major SENA languages; added phone, social media and chat support to our portfolio of channels for drivers and established local Centers of Excellence responsible for insight generation and CX projects. Over the past 2 years, we drove down contact rates by 70% from the peak, generating $10millions in annual support expenses
• Smooth and friendly onboarding for driver and delivery partners at our walk-in locations across the region: We've brought waiting time down to <15 mins across the region, increased conversion rates and are experimenting with UX and design improvements at our Hubs to continually upgrade the in-store experience
• Generating economies from other human-intensive processes using our process and scale management expertise: We continue to incubate new initiatives and build supporting infrastructure (tools, content, training and processes) that allow them to scale easily

Aug 2013 – Mar 2015 · 1 yr 7 mos · Singapore

• A shot of Helium will make your ideas soar!
• Helium specializes in intelligent, end-to-end execution of marketing projects. We are experts in three areas:
• 1. Digital and print design and publishing
• 2. Content writing and editing
• 3. Digital communication channels and supporting tools and technologies
• Most of us come from corporate backgrounds and hence we are able to appreciate and relate to your needs better than most. We use this knowledge to deliver effective websites, social media campaigns, emailers and print productions such as newsletters and coffee table books. For our smaller clients, we are often able to suggest improvements in the marketing process itself.
• Our clients include large corporations, government agencies, schools, event organizers, startups, associations and even an author!

Dec 2009 – Mar 2015 · 5 yrs 3 mos · Singapore

• Go!Places is on a mission to make travel more fun! We have made comic-style guidebooks to monuments in India and audio guides for your iPhone. Now we are working to make your vacation more delightful with the Wotabout app.
• Wotabout is for frequent travellers who don't have the time or inclination to plan in detail. It uses GPS to help you discover big and little surprises near you. Travel agents offer it to their free-and-easy clients as a value-added extra that generates additional revenue for them through in-destination sales and location-based offers.
• We have received grant funding from the Singapore government to develop the Wotabout app. We also partner with the Indian government to make our comic-style guidebooks available to millions of Indian and foreign visitors to Delhi monuments.
• We are always on the lookout for talented writers, photographer and designers and are happy to work with you on remote, part-time / internship projects.

Feb 2007 – Dec 2009 · 2 yrs 10 mos

• Financial Reporting Operations (FRO) is a 1,300-person Citi shared services organization that is rapidly expanding due to company initiatives towards consolidation.
• I head business planning and analysis for the organization, managing an overall budget of about $100 million. In addition, I manage global projects, employee recognition and vendor management for outsourced Finance processes.
• My Finance responsibilities include budget preparation, driver-based forecasts, variance analysis and reporting.
• I have led project teams for global initiatives including:
• cross-center business continuity and 24/7 strategy and planning
• resource management
• exploratory work related to new site setup
• rationalization of management layers and spans of control
• development of work migration approach for Finance processes
• I manage the Citi Finance relationship with TCS covering ~250 resources and am part of the transition team managing the recent TCS acquisition of Citi Global Services Ltd.

Feb 2006 – Feb 2007 · 1 yr

• As the head of the Program Management Office, am responsible for program management of all initiatives across CBS-Asia. I have a good visibility into planning and management at an organization-wide level, reporting into the senior management team and, for certain projects, directly into the business head.
• Responsibilities include:
• coordinating the monthly operating review for the business
• establishing and improving project management standards in the region
• working with the senior leadership team and the group head on strategy and planning
• working with the senior leadership team on special projects such as developing improved costing models and establishing a group-wide, standardized training and development programme for all employees
• coordinating with global PMOs across other Citigroup entities, including participation in global project and program management task forces
• sharing and evangelizing best practices and process improvement intiatives across teams

Sep 2005 – Jan 2006 · 4 mos

• Responsible for business development (software products and services sales) in the Hong Kong and Philippines markets.
• Requires presentation and networking skills and demands extensive interaction both within the company as well as with prospective clients.

Jun 2003 – Aug 2005 · 2 yrs 2 mos

• This role requires me to manage our multi-channel banking product from a business perspective. Responsibilities include business planning and product strategy, overall management of product profitability, sales support (product demos, proposals, market research), product roadmap definition, market and competitor analysis, preparation of product / sales collateral and solution design for sales proposals. I am required to develop in-depth knowledge of multi-channel banking solutions and a good understanding of banking technology .
• Extensive interaction is required with product group heads / senior management, business development teams, product engineering and implementation groups.

Jan 2002 – Jun 2003 · 1 yr 5 mos

• I was in the role of a senior business analyst for a large CRM implementation in Europe. The client was a global Fortune 500 bank. I was responsible for the analysis of customer service processes / functionality and guiding development teams to successful delivery of all requirements.
• Key learnings included knowledge of banking industry technology and processes and the application of CRM tools to the support and enhance the quality of service in banks.

May 2000 – Dec 2001 · 1 yr 7 mos

• I was involved as business analyst and senior developer in CRM implementations for a large German bank and a global auto major. I was also closely involved in sales support and lead generation in the Indian banking and financial services market.
• During this time I authored several papers on CRM and the Indian call center industry. These were published in leading Indian newspapers and magazines