Olivia C.

Experience

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  People's Association

  Mar 2012 - Sept 2012

  Constituency Manager

  -Drove and implemented activities and services to meet the needs of the community-Managed grassroots’ volunteers-Administrator and facilitator during event planning and execution at Constituency, Cluster and National levels, RC meetings and MP house visits-Collaborated with 5 CCs to launch and organise the inaugural Singapore National Games, Opening Ceremony and Jurong Cluster Community Games-Worked with Sports Interest Groups to recruit and send competitive players for 10 different sports-Revamped corporate website, increasing traffic -Initiated and created corporate Facebook page, which garnered over 1,000 user likes in 6 months, targeting IT savvy (youths) and non-IT savvy (older age groups)* Launched and content creator of new e-newsletter Show less

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  Nanyang Technological University

  Apr 2013 - Oct 2018

  Assistant to Senior Assistant Director for Centre's and museum operationsPromoted to Senior Assistant Manager from Assistant Manager after 2 years of good performanceVolunteer management-Led and managed recruitment, training and scheduling of museum docents and student assistantsAdministrative-Managed staff leave matters and claims-Double hatted as Finance Business Partner to NTU Office of Finance to strategically plan annual operational budget and forecast, reporting to Finance Directors-Reviewed and set up structure, systems, processes and policies, set standards and best practices within the department-Managed and monitored centre's expenses and procurement such that they are in accordance with policies and guidelines-Assisted in board meetings, staff meetings - scheduling and minutes writingContent creation/editorial-Bilingual content creation for website, Facebook, anniversary book, posters, enrichment programme for overseas students-Editing/translation of publicity contentEvent/outreach-Person-in-charge of museum's guided tour programme-Organised public events, international conferences, seminar, including liaison with vendors and speakers-Lecturer and content creator for enrichment programme for overseas students-Collaborated with partners/grant providers to drive and launch exhibitions -Established and maintained strong relationship with partners/grant providers Show less Double hatted as Assistant Editor for journal publication-Managed Journal of Chinese Overseas for two years while concurrently handling other portfolios-Took over from Managing Editor and appointed as Assistant Editor in a month-Reviewed work processes and set systems and procedures for journal coordination for incoming Editor-Liaised with local and overseas authors, book reviewers, editors, copyeditors and publisher-Managed paper submissions, administered paper and book review processes and handled email queries and system queries-Handled approximately 30 submissions at any one point of time and delivered 4 volumes of the journal in 2 years Show less Assistant Manager to Centre Manager for Centre's and museum operationsMuseum tour/event/conferences-Handled museum guided tours, school visits and official visits -Managed student affairs, internship/training for museum work, including volunteers and guides-Organised conferences, symposia, seminars, public events and other activitiesContent curation/editorial-Revamped, managed and maintained museum's website and Facebook-Crafting, editing and translation of bilingual publicity materialsAdministrative-Bookkeeping and accounting for the centre-Supported and worked closely with the team in the development and fundraising of the centre Show less

  • Senior Assistant Manager

    Aug 2015 - Oct 2018

  • Assistant Manager cum Assistant Editor

    Sept 2014 - Jul 2015

  • Assistant Manager

    Apr 2013 - Aug 2014
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  Agency for Integrated Care (Singapore)

  Oct 2018 - Dec 2018

  Senior Executive, Admin Operations

  -Setup of administration/operation processes in the Community Mental Health Division-Scheduled, coordinated and followed up closely on meetings, administrative and planning functions-Maintained good working relationships with external stakeholders eg government agencies, community organisations, healthcare institutions to follow up on engagement plans and meetings

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  St Luke's Hospital, Singapore

  Apr 2019 - Jan 2021

  Senior Executive, Corporate Communications

  -Content creation for internal and external communications such as website, Facebook, newsletter, brochures, townhall updates, events to grow business, fundraising and volunteering-Responsible in maintaining and promoting corporate identity and branding-Inculcation of brand values and behaviours, including in townhall meetings, awards, stories to grow employee brand advocacy-Led/carried out other assigned tasks including corporate gifts, campaign publicity, fundraising and ad hoc tasks eg emcee for radio programme broadcasts and voice for PA announcements-Crafting of bilingual content for crisis communication by working collaboratively across multi-disciplinary, clinical and non-clinical teams-Contributed to increase in Facebook followers, which elevated the company’s page to the top among community hospitals Show less

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  Lee Kong Chian School of Medicine

  Dec 2021 - Jul 2022

  Senior Executive, Clinical Affairs, Education Management

  -Person-in-charge of clinical educators database-Person-in-charge of appreciation and recognition of clinical educators, Healthcare Institutions (HCIs) Education Offices staff including generation of appreciation letters-Initiated the process and tracking of contributions of clinical educators with leadership appointments-Supported the process of academic, leadership and teaching (re)appointments including generation and dissemination of teaching letters-Assisted in queries and feedback from HCIs regarding clinical educators’ appointments and benefits Show less

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  St Luke's Hospital - Singapore

  Aug 2022 - now

  Senior Executive, Service Excellence Unit

  -Handled, responded and deconflicted written/verbal complaints from patients/caregivers timely, including facilitation of investigation by working closely with management, clinical and other staff-Managed one of the hospital’s eight KPIs on Net Promoter Score-Monthly reporting on service quality feedback and results to CEO and Hospital Management-Identified emerging trends to enhance patient experience during their stay-Part of the Committee to roll out Patient Birthday Initiative/other initiatives to enhance patient experience-Member of the Enterprise Strategic Workgroup for Inpatient to improve patient satisfaction and achieve above Net Promoter Score target-Evaluated results for outstanding ward team and excellence team award-Identified enterprise risks and mitigation measures as part of the business continuity plan-Worked closely with external vendor to digitise service quality surveys and set up new IT system to capture satisfaction scores-Person-in-charge to liaise and facilitate the MOH/AIC Patient Experience Survey Show less