Adept at designing blended learning, Kim helmed the development of the WSQ national curriculum for the Certified Service Professional version 2 program, which incorporates flipped classroom and online learning. These training programs are designed for extensive industries including Banking, F & B, Healthcare, Manufacturing, Retail, Tourism, and Transportation.
Kim was involved in the development and roll out of SV WSQ service modules for a major transportation company for both frontline operational staff to service leaders and managers. Over 5,000 frontline staff have been trained in the “Provide GEMS Service” module that she customized for the client. Following the second phase, “Offer Customized and Personalized Service” was also rolled out to the 5,000 staff. The modules have impacted key outcomes such as complaints/ compliment ratios and CSISG indicators. Service leaders and managers go through separate programs customized and designed to enable them to coach staff to be customer-focus and to build a customer service-oriented culture in the organization.
Kim has over twenty years of experience in education and training. She 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 entities and related organizations, manufacturing, transport and communication, retail and healthcare. After starting a family, Kim transited to her current role, where she is responsible for developing training programs.
Prior to joining the firm, Kim was a multimedia director in a Singapore IT education firm, where she headed 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 SingaporeBachelor of Science (Honors)
International Coach AcademyCertified Professional Coach
Institute of Adult Learning SingaporeDiploma in Adult and Continuing Education (DACE)