Kim has been involved in the development and roll out of SV WSQ service modules for a major transportation company for service modules for both frontline operational staff to service leaders and managers. Over 5,000 frontline staff have been trained in the “Provide GEMS Service” module she customized for the client. In the second phase, “Offer Customized and Personalized Service” is being rolled out for the 5,000 staff. The modules have impacted key outcomes such as complaints/ compliment ratios and CSISG indicators. Service leaders and managers go through a different set of programs customized and designed to enable them to coach staff to be customer focused and to build a customer service-oriented culture in the organization.
Kim has close to twenty years of experience in education and training. Kim joined Capelle as a training consultant in 1999, where she facilitated training programs such as leadership, problem solving customer service, effective communication, and team building in different sectors including government bodies and related organizations, manufacturing, transport and communication, retail and healthcare. She transited to her current role of learning specialist, responsible in developing training programs after starting a family.
Prior to joining the firm, Kim was multimedia director in a Singapore IT education firm, heading a team to develop educational software for local schools
Kim started her career with the Ministry of Education, teaching Chemistry in the gifted education program.
Nanyang Technological UniversityMaster of Arts (Instructional Design and technology)
Nanyang Technological UniversityPost Graduate Diploma in Education
National University of SingaporePublic Service Commission (PSB) Scholar in teaching Bachelor of Science (Honors)
International Coach AcademyCertified Professional Coach
Institute of Adult Learning SingaporeDiploma in Adult and Continuing Education (DACE)