SOP 19 Advanced Customer Service Management

Dr. (H.C) Yap Han Seong
Honorary Doctorate in Business Administration

Yap Han Seong, with a career spanning nearly three decades, has established himself as a notable figure in business and hotel management. As the Chief Executive Officer of Factory Development, Mr. Yap has been instrumental in steering the company towards operational excellence and significant growth. He holds a bachelor’s degree in business and hotel management from Lincoln University, which has played a critical role in shaping his professional path.

In his role as CEO, Mr. Yap has excelled in aligning the company’s team with its strategic vision, streamlining operations, and implementing efficient processes that have substantially reduced operational costs. His diplomatic skills and ability to forge strong, mutually beneficial relationships with stakeholders, partners, and clients have been key to the company’s success. Mr. Yap’s leadership has ensured the timely and budget-compliant completion of numerous company projects, maintaining the highest standards of quality.

A firm believer in mentorship, Mr. Yap has created a work environment at Factory Development that emphasizes continuous learning and development. His guidance and sharing of knowledge and experience have nurtured a dynamic, high-performing team capable of facing industry challenges.

Mr. Yap’s academic achievements at Lincoln University, where he pursued a bachelor’s degree in business and hotel management, have been pivotal in his career. His engagement with the curriculum and application of theoretical knowledge in practical scenarios have been hallmarks of his professional journey.

In terms of skills, Mr. Yap excels in strategic planning and execution, setting clear objectives, and leading his team towards achieving them. His leadership and team management style is inclusive and empowering, fostering a culture of excellence and innovation. He has a keen focus on operational efficiency, leading to cost reductions and streamlined processes that enhance organizational efficiency. His stakeholder management skills have been vital in creating and maintaining strong partnerships, aligning all parties with the company’s objectives.

Mr. Yap has a proven track record in project management, ensuring all projects are delivered on time and meet the required quality standards. His innovative approach to business development has identified and capitalized on new opportunities, contributing to the company’s growth and success. With a strong background in hotel management, Mr. Yap brings valuable knowledge and experience to the company’s ventures in this sector.

In summary, Yap Han Seong is a seasoned and highly skilled professional in business and hotel management, whose transformative leadership at Factory Development has led to significant organizational growth and operational efficiency. His commitment to excellence, combined with his extensive experience and academic background, positions him as a valuable asset in any organization. As he continues his journey in professional development and education, Mr. Yap is poised to make further significant contributions to the industry.

Dr. Tan Wei Xin
Honorary Doctorate in Strategic Leadership

Dr. Tan Wei Xin is a dynamic and innovative leader in Malaysia’s real estate sector, particularly recognized for his achievements in the Penang property scene. With an impressive educational background and a visionary approach, Dr. Tan has made significant strides in transforming real estate development and investment management.

As the Director of ZNEN Group Holding Sdn Bhd, Dr. Tan successfully navigated the company through the challenges of the COVID-19 pandemic, achieving a notable 100% sales rate for the Metropol development project. His leadership in real estate development is further exemplified by his involvement in key projects like Grains Residences and Metropol serviced apartments. Grains Residences, notably Bukit Mertajam’s tallest building, has seen full bookings for its shop units under his guidance.

Dr. Tan has been proactive in forging strategic collaborations, partnering with Madearns Sdn Bhd and eBox Group to integrate real estate with technology. These alliances aim to revolutionize property dealings through a blockchain-based platform, demonstrating Dr. Tan’s forward-thinking and innovative mindset.

Dr. Tan’s academic achievements include a bachelor’s degree in business from Swinburne University of Technology, a Master’s Degree in Applied Finance from Monash University, Australia, and a Doctor of Business Administration from the European International University in Paris. His educational journey has significantly contributed to his unique perspective and expertise in the business and financial aspects of real estate.

His philosophy and vision are deeply influenced by his experiences in Melbourne, recognized as one of the world’s most liveable cities. This exposure has inspired him to blend construction with lifestyle, transforming buildings into artistic and liveable spaces. Dr. Tan envisions Penang as a global hub for comfortable living, emphasizing the need for adaptability and evolution in real estate to align with the demands of the ‘New Normal’ era.

On a personal front, Dr. Tan’s life is enriched by his family. He met his wife, Yan Chen, during his academic tenure in Melbourne, and they are now parents to three children. Together, they share a vision of creating contemporary, artistic living spaces in Penang that embody warmth, comfort, and modernity.

Dr. Tan’s contributions to real estate have been acknowledged through various awards, including the InPenang Emerging Entrepreneur Award, Penang Power 100, and the Top 50 Below 50 Award. These accolades reflect his commitment, expertise, and innovative approach to real estate development.

In summary, Dr. Tan Wei Xin stands as a figure of strategic acumen and innovation in the Malaysian real estate industry. His achievements in real estate development, combined with his educational background and visionary approach, have not only redefined the real estate landscape in Malaysia but are also setting new benchmarks globally. His journey is a testament to his ability to blend business savvy with a progressive mindset, making significant impacts in the industry.

Dr. (H.C) Nam Huey Fen
Honorary Doctorate in Food Sciences & Technology

Nam Huey Fen is a distinguished figure in the field of food science and technology, renowned for her significant contributions to advancing food safety and quality standards in the industry. Her dedication and commitment to enhancing food safety practices make her an outstanding candidate for an honorary doctorate degree from the University of Oxford.

Born on November 16, 1985, in Malaysia, Mrs. Nam has demonstrated exceptional skill in merging theoretical knowledge with practical application throughout her career. She obtained her bachelor’s degree in food service technology from the Management and Science University, achieving academic excellence with numerous accolades including the Academic Award in 2011 and Dean’s List recognitions in 2008, 2009, and 2010.

Mrs. Nam commenced her professional journey at Kami Food Services Sdn Bhd as a technical executive, where she verified quality control records, conducted food sampling and analysis, and ensured compliance with ISO 22000 standards. Her meticulous attention to detail and adherence to high food safety standards laid a strong foundation for her future roles in the industry.

In November 2011, Mrs. Nam joined Genting Malaysia Berhad as a Food Safety Officer. In this role, she was responsible for maintaining food safety certification for six hotels, conducting bi-monthly inspections, lab analysis on food samples, guiding industrial trainees, conducting supplier audits, and leading training on Food Safety Management System (FSMS) SOPs and documentation. Her tenure at Genting Malaysia Berhad highlighted her thorough approach to food safety and her capability to manage and lead food safety initiatives.

In September 2014, Mrs. Nam embraced a freelance role as a Food Hygiene and Safety Coach, continuing her advocacy for food safety. She conducted Food Handler Courses certified by the Ministry of Health, led HACCP awareness training, and managed HACCP implementation and certification projects in the food service and catering sectors.

March 2015 saw Mrs. Nam joining 88 Food Studio as a Food Safety Consultant. Her responsibilities included managing HACCP implementation and certification projects, supporting the maintenance of food safety certification, and conducting handler courses. Her innovative approach to food safety and project management skills have significantly contributed to her success in this role.

As of June 2022, Mrs. Nam serves as the General Manager at 1 OMP Food Manufacturing Sdn Bhd. In this role, she manages resources for daily operations, oversees financial and human resources administration, and ensures adherence to the highest standards of quality control. Her leadership and technical expertise are key drivers behind the company’s success.

Throughout her career, Mrs. Nam has honed her skills in standardizing food production processes, conducting risk analysis, and managing administration and reporting. She has continually enhanced her expertise through professional development courses, including Food Safety Training for Auditors under the ACB-GMP Scheme and Train the Trainer.

In summary, Mrs. Nam Huey Fen’s professional trajectory exemplifies her mastery, dedication, and leadership in food science and technology. Her significant contributions to food safety standards and her commitment to ongoing professional development establish her as a deserving candidate for an honorary doctorate degree from the University of Oxford. Her rich experience and achievements underscore her suitability for this esteemed recognition.

Dr. (H.C) Matt Ng
Honorary Doctorate in Business Administration

Matt Ng is a highly regarded figure in the food and beverage (F&B) industry, known for his innovative approach to branding and culinary expertise. With a career defined by passion and a commitment to excellence, he has become a pivotal brand consultant and mentor for restaurant owners. His practical experience and in-depth understanding of the F&B sector enable him to rejuvenate existing brands, making them relevant to current trends and consumer preferences. Matt’s work often involves transforming menus by introducing innovative dishes that not only appeal to the taste buds but also contribute to a memorable dining experience.

As a brand consultant, Matt extends his expertise beyond culinary aspects, assisting restaurant owners with the complexities of F&B marketing. He recognizes that a restaurant’s brand encompasses the entire customer experience, including ambiance, service, presentation, and taste. Matt’s branding prowess also extends to food manufacturing, where he excels in introducing and positioning new brands in a competitive market. His strategies involve a thorough analysis of market trends, consumer behavior, and competitive landscapes, ensuring success for the brands he collaborates with.

What distinguishes Matt is his genuine passion for the F&B industry and his dedication to the success of the businesses he partners with. He acts not only as a consultant but also as a mentor, guiding restaurant owners through challenges and capitalizing on opportunities. His innovative ideas, strategic mindset, and deep industry knowledge are invaluable to any F&B venture.

Beyond his role in branding and consulting, Matt Ng is an exemplary leader, known for his ability to nurture and inspire his teams. His commitment to staff development is evident in his transformative training programs, which foster a culture of continuous learning. Matt’s recruitment policies are both strategic and inclusive, focusing on building strong, diverse teams. He is known for his motivational skills, particularly during challenging times, and maintains a positive attitude that inspires his team to view obstacles as opportunities for growth.

Matt’s leadership style is inspirational, as he leads by example, demonstrating a level of commitment and resilience that motivates others to strive for excellence. He is known for his strength and empathy, offering unwavering support to his team while encouraging them to reach their full potential.

In addition to his professional achievements, Matt Ng is a dedicated philanthropist, deeply involved in social and welfare activities. His commitment to philanthropy is not just financial; he is hands-on in his efforts to help those in need. Matt’s charitable work includes funding educational programs for underprivileged children, supporting shelters and homes for the elderly, and contributing to food banks. He encourages a spirit of giving and volunteerism within his network, mobilizing resources and support for various causes.

Matt’s empathetic and compassionate nature extends beyond his philanthropic work, as he is always willing to offer support and kindness to those around him. He believes in the power of compassion and actively works towards creating a more inclusive and supportive society.

In summary, Matt Ng is not just an influential brand consultant and culinary innovator but also an inspiring leader and compassionate philanthropist. His dedication to the F&B industry, combined with his commitment to social welfare and community support, makes him a role model in both his professional and personal life. His approach to business and philanthropy demonstrates that success and compassion can coexist, making him a deserving candidate for recognition and accolades.

Dr. (H.C) Low Lay Theng
Honorary Doctorate in Technology Education

Low Lay Theng, born on July 8, 1975, in Malaysia, has built an impressive career in the field of visual display technology education, demonstrating innovation, excellence, and leadership. Her journey, starting from an academic background in accounting, showcases her adaptability and impact in both the education and technology sectors. Over fifteen years, she has become a key figure in these fields, known for her resilience and knowledge.

Her professional path began at ICT Zone Sdn Bhd, where she worked as a purchaser from 2007 to 2011. In this role, Mrs. Low honed her skills in procurement and financial management, effectively navigating complex market dynamics and ensuring operational efficiency. This experience laid the foundation for her future endeavours and highlighted her financial acumen and ability to thrive under pressure.

Mrs. Low then progressed to a crucial role at Genio Vision Enterprise & Projection Synergy Sdn Bhd, managing accounts receivable and payable from 2011 to 2022. Here, she balanced financial accountability with strategic foresight, crucial for the organisation’s financial health and sustainability. Her commitment to financial integrity and transparency was evident, making her an asset to the company.

Her educational background, including a Certificate in Accounting from Polytechnic Kota Bharu, obtained in December 2005, equipped her with essential skills for her roles and fostered a lifelong passion for learning and development. Her expertise in negotiation, financial planning, forecasting, and handling high-pressure environments has been central to her career, underlining her operational excellence and strategic approach.

As the Chief Executive Officer (CEO) at Pro-Vision Academy of Visual Display Technology, Mrs. Low exemplifies visionary leadership. She skilfully blends strategic planning, operational management, and team leadership, fostering an environment of excellence and innovation. Her role involves developing and implementing the Academy’s strategic plan, ensuring alignment with the organization’s vision and mission, and adapting to industry trends and market demands.

In terms of operational management, Mrs. Low is responsible for overseeing the day-to-day operations of the Academy, focusing on high-quality training courses and services for projector technicians. Her financial oversight includes budget development, financial transaction management, and compliance with regulations, ensuring the academy’s financial sustainability.

Her commitment to quality assurance and compliance involves maintaining high standards of training and services, aligning with industry standards and best practices. She also excels in stakeholder management, maintaining strong relationships with industry partners, suppliers, and other stakeholders, and ensuring effective communication.

Mrs. Low is dedicated to her team’s professional development, creating a positive, collaborative work environment and providing necessary resources and support. Her business development and marketing skills have expanded the Academy’s services and increased revenue. She also manages facility and equipment to ensure optimal condition and compliance with safety standards.

Her meticulous reporting and documentation skills involve preparing and presenting regular reports to the Board of Directors, maintaining accurate and up-to-date Academy documentation. Additionally, her risk management skills help protect the academy’s operations and reputation.

In conclusion, Mrs. Low Lay Theng is an exemplary leader in visual display technology education. Her journey, characterized by resilience, innovation, and excellence, makes her an outstanding candidate for an honorary doctorate degree from the University of Oxford. Her achievements and commitment to advancing the field exemplify her suitability for this prestigious recognition.

Prof. Dr. Khalid Lafdi
Honorary Doctorate in Science & Innovation

Khalid Lafdi is the wright Brothers Institute Endowed Chait in nanomaterials and nano-Composites. In 2001, he joined the University of Dayton as a professor to lead the nano research activity. He was involved in building the nano research vision at UD, helping to get capital funds to establish a nano-characterization facility from various sources (state or/and federal). In 2004, Dr. Lafdi was responsible for establishing the Nanoscale Engineering, Science and Technology facility at university of Dayton (UD).

Also, in 2007, He established a new Carbon Research Laboratory (CRL) at UD with permanent research scientists and engineers and graduate students. CRL is directly involved in the processing, characterization and modeling of various aspects of carbon hybrid research. In 2010, he has built a state of the art thermal and energy management laboratory. Also, he established a manufacturing transition facility located at National Composite Center (Kettering, Ohio) to facilitate the scale-up processes and technology transfer.

His 30 years of experience in advanced engineered materials has enabled his position as principal investigator (PI) and Co-PI on many programs to develop multifunctional composites, biomaterials for scaffolds and implants, thermal and energy management. At this time, he has more than 300 articles and chapters published in refereed journals and 4 edited books in the nanocomposites and thermal management and 4 patents with three major licensed technologies in nano-manufacturing to Nanosperse Inc.

In the last 20 years the carbon hybrids were the topic of many presentations and papers delivered by Dr. Lafdi and resulted in considerable recognition of his contributions. He has been selected as the American Carbon Society’s George D. Graffin Lecturer. As the society’s carbon “ambassador,” Dr. Lafdi is promoting carbon science and technology within academia and industry throughout the U.S. Dr. Lafdi has been nominated to The Charles E. Petinous award for his carbon research. These positions provide direct recognition and exposure to UD in national and international professional societies. Dr. Lafdi was invited in numerous times to present a 45 minutes plenary lecture, devoted carbon in functional biology.

The use of graphitic foam as novel implant materials brought a tremendous media coverage. This research was featured in Ivanhoe Medical breakthroughs channel. In this carbon journey, Dr. Lafdi was honored with several awards and recognitions. In 2021, 2022 and 2023, Dr. Lafdi was recognized as one of the top 2% of the world’s most influential scientists, according to Stanford university.

Dr. Lafdi is actively involved in the academic researches that allow graduate students to be in very competitive area of their interest. He is committed to raise the students’ standards and achievements. As a part of student experience, Dr. Lafdi has established multiple international collaborations with European institutes to foster graduate students exchange and enrich the global research vision in the mind of these young researchers. The carbon research was a great vehicle in attracting top quality students from different departments. These students have contributed to the development of these multifunctional and multi-scale materials.

Dr. (H.C) Jenet Foo Sieo Yin
Honorary Doctorate in Leadership & Innovation

Jenet Foo Sieo Yin is a distinguished professional known for her diverse contributions across various sectors including graphic design, beauty pageant organization, and property management. She has established herself as a leader in every field she has ventured into, demonstrating a unique blend of creativity, strategic thinking, and professionalism. Her career, marked by substantial achievements and a commitment to excellence, makes her a notable candidate for an Honorary Doctorate Degree from the Oxford International University & College Committee.

In the realm of property management, Jenet’s role as the Director of Sentinel Property has been characterized by her ability to adeptly manage complex operations and maintain high standards of client service. Her leadership and foresight have been instrumental in aligning the company’s strategies with industry best practices, fostering strong relationships with clients, investors, and stakeholders. Her tenure at Sentinel Property reflects her exceptional analytical skills, integrity, and commitment to excellence in the property management sector.

Jenet’s foray into the world of beauty pageants is equally remarkable. She won the Mrs Malaysia World championship in 2015 and subsequently took on key roles in organizing major pageant events. As the chairlady of the Mrs Malaysia World event in 2016, the host of the Mrs Malaysia Tourism Pageant in 2017, and a key organizer in the International Mrs Tourism Pageant in 2018, Jenet showcased her exceptional organizational skills and attention to detail. Her involvement in these events highlights her ability to manage complex logistics, liaise with diverse stakeholders, and create empowering platforms for women. In 2019, she received the Outstanding Style Icon award at the STYLO Asia Fashion Festival, further cementing her status in the event management industry.

Jenet’s graphic design background has played a crucial role in enhancing her professional endeavours. Her Diploma in Graphic Design has enabled her to integrate creative design solutions into her projects, enriching her work in event branding and promotions. This skill set underscores her versatility as a professional capable of merging creative and strategic aspects seamlessly.

In addition to her professional achievements, Jenet has demonstrated a strong commitment to community service and social initiatives. As Vice President of the Lions Clubs of Selangor Empire in 2022 and 2023, she was instrumental in organizing the “Guardian 100 Education Program.” This program aimed to empower the next generation by hosting life lecture sessions for primary and secondary school students, focusing on instilling positive energy, excitement for learning, and leading meaningful lives. Jenet’s involvement in these initiatives, including an eye care program benefiting 2000 students, underscores her dedication to making a positive impact on society.

Her role in community service and her professional successes reflect her belief in using her skills and resources for the greater good. Jenet’s multifaceted career and her commitment to social causes make her an exemplary candidate for an Honorary Doctorate Degree. Her application is supported by her achievements in diverse sectors, her resilience, and her dedication to community service. Jenet Foo Sieo Yin stands as a shining example of excellence and commitment, making her a deserving candidate for recognition by the Oxford International University and College Committee.

Dr. (H.C) Irene Khajalia
Honorary Doctorate in Education

Irene Khajalia has defied limitations facing disabled individuals, turning challenges into tangible achievements. Excelling in school and later Linguistic University, she continued her education, earning top honours and completing programmes in Law and PR Schools; Leadership and Management at Harvard Business School followed shortly by a PhD from the Georgian National Academy of Science, and a stint as a life coach. Ms Khajalia’s professional journey is equally impressive, marked by her diverse roles as a translator for prominent entities such as the Government Administration, US Embassy, EBRD, and Forbes Magazine Georgia. Her passion for civic engagement led her to the Council of Europe’s Political School in Strasbourg. She broke new ground as the first disabled person to establish an educational centre in Georgia.

Receiving recognition from peers and earning public respect, Dr. Khajalia founded English Language Centre ETI-2000 to pass her knowledge and skills to younger generations in post-Soviet Georgia. ETI-2000 was first ever language centre in the region achieving the British Council’s exclusive Gold Partner status and Cambridge Assessment English Qualification. The International Swiss Rating Association, and National Business Association of Georgia named the Centre a ‘Leader of the Branch’ for five times, even going so far as to awarding ETI-2000 with ‘The Permanent Leader’ prize. For her outstanding achievements and distinguished service Dr. Khajalia received a special award for ‘Contribution to Education’ by Ministry of Education and Chamber of Commerce of Ajara Region.

Combining vast experience in language education, coaching, and public relations, Dr. Irene Khajalia joined ETI Holding as Academic Principal, aiming to provide unique training solutions and greater choices for students. Emphasizing common human values, she advocates for educational exchange programmes to shape young global citizens and leaders. This is the key to global success and certainly a ground for opening international borders. The centre has placed dozens of excellent alumni across various fields of study at prestigious universities, colleges, and schools mostly in Britain, the USA, and Europe.

Diverse attitudes, academic and personal development, involvement in social activities, and fulfilling modern world standards make Dr. Khajalia a value member of the global community. She has recently been offered a position in the International Directorate of the World Women’s Club, and also nominated as the WEDO Ambassador to Georgia. These roles further attest to her commitment to advancing women’s empowerment and fostering positive change on an international scale.
Dr. Irene Khajalia’s journey from overcoming societal barriers to becoming a global education leader is an inspiring testament to her resilience and dedication. Her impact on the educational landscape in Georgia and beyond showcases the transformative power of education in breaking down barriers and creating opportunities for all.

Dr. (H.C) Hoo Geok Choong
Honorary Doctorate in AudioVisual Technology

Hoo Geok Choong, a notable figure in the field of audiovisual technology, has distinguished himself through a combination of technical expertise, innovative leadership, and a commitment to excellence. His impressive career, rooted in a deep passion for technology, has made him a deserving candidate for an Honorary Doctorate Degree from the University of Oxford, endorsed by the Oxford International University and College Committee.

Born in Malaysia, Mr. Hoo’s early interest in technology led him to pursue a diploma in agriculture engineering from Polytechnic Kota Bharu in 1997. This academic foundation set the stage for his future achievements in audiovisual technology. In 2007, Mr. Hoo embarked on a significant professional journey, joining ICT Zone Private Limited as the Technical Director. During his tenure at ICT Zone, he was instrumental in transforming the company, managing ICT rental services across diverse sectors, and establishing it as a reputable name in the industry. His innovative solutions and leadership skills were key factors in this transformation.

Mr. Hoo’s career took a new turn in 2019 with the founding of Projection Synergy Private Limited. Under his leadership, the company rapidly became a leading service and repair center for projection systems in Malaysia. His visionary approach and commitment to excellence fostered a positive work environment and led to significant growth, expanding the company’s team to 30 professionals.

His extensive experience extends to conducting seminars, technology updates, and workshops, primarily for the public sector. Mr. Hoo has delivered over 20 lectures annually from 2013 to 2023, attracting more than 2000 participants each year. His efforts in facilitating the transfer of projection system knowledge and technology from South Korea (2007-2013) and China (2013-present) demonstrate his commitment to continuous learning and skill enhancement.

In his company, Mr. Hoo specializes in pioneering new methodologies for service, repair, and ultrasonic chemical cleaning of projection systems. He is actively involved in research and development, focusing on innovative methods to expedite service and repair processes. His technical acumen and analytical skills have been pivotal in identifying and capitalizing on growth opportunities, leading to the company’s strategic expansion into three additional regional states by 2024.

Mr. Hoo’s role in Projection Synergy Private Limited transcends technical expertise; he is a visionary leader who constantly explores new horizons in audiovisual technology. His contributions to research and development have not only benefitted his company but have also significantly advanced the industry as a whole.

As he pursues the Honorary Doctorate Degree from the Oxford International University & College Committee, Mr. Hoo brings a wealth of experience and a track record of excellence to the table. His journey in the field of audiovisual technology is marked by technical mastery, innovative thinking, and an unwavering dedication to his profession.

In preparation for a leadership and organizational transformation workshop, Mr. Hoo is set to further refine his skills and expand his knowledge. His focus on creating value, driving efficiency, and enhancing employee engagement highlights his readiness for new challenges and his ongoing pursuit of excellence in his field.

In conclusion, Mr. Hoo Geok Choong’s candidacy for the Honorary Doctorate Degree is supported by his remarkable achievements in audiovisual technology, including his innovative leadership, technical solutions, and transformative impact on the industry. His dedication to lifelong learning and professional growth makes him an exemplary candidate for this prestigious recognition.

Dr. (H.C) Kausar Saida
Honorary Doctorate in English Literature

Dr. Kausar Saida, a prominent Assistant Professor of General Studies at the Higher Colleges of Technology, United Arab Emirates is well known for motivating students to participate in various co-curricular and extra-curricular activities that go a long way in the holistic development of the students. With a Ph. D in English from Jawaharlal Nehru Technological University, Hyderabad, India, Dr. Saida brings bountiful wisdom and expertise to the General Studies Department at Higher Colleges of Technology. She has completed the three courses of the Digital Teaching and Learning Series and has been awarded the Certified Expert by the Blackboard Academy. Dr. Saida is also the proud recipient of the FHEA -Fellowship of Advance Higher Education.

Dr. Saida has a distinguished teaching career spanning over 45 years during which she has successfully instructed courses such as English Language and Literature, Professional Communication, Business Communication, Public Speaking, Critical Thinking, Life and Future skills at both undergraduate and graduate levels. Dr. Saida’s optimistic nature and empathetic attitude creates a harmonious and healthy relationship between teacher and the student, and this leads to a very good rapport with the students. Dr. Saida is committed to promoting active learning and critical thinking in her classroom, equipping students with the skills necessary to address complex life challenges.

Dr. Saida is the founder member of Sharjah Women’s Toastmasters Club that plays a dominant role in enhancing the real-world skills. It was a moment of immense pride when two of Dr. Saida’s students exhibited their project titled “ Self-Configured Charging of Electric Vehicles: A Concept towards Electrified Roads at the annual global event Abu Dhabi Sustainability Week 2022 and garnered lots of interest from the local and global audience. The students’ confidence and their enthusiasm in their project served as the catalyst for one of them landing a lucrative job with the Ministry of Industry and Advanced Technology and the other one awaiting her orders.

Dr. Saida is an active researcher and has published in renowned journals, contributing to academic discourse on various fields. In addition to conducting research in language and literature, Dr. Saida’s passion also lies in sustainability and the environment. Dr. Saida’s goals include furthering her research on sustainability, exploring interdisciplinary collaborations with colleagues in related fields and continuing to mentor and guide students in their academic and professional pursuits.

Currently, Dr. Saida is working on the connection between the Harry Potter series and the development of 21st century skills. Furthermore, Dr. Saida’s commitment to sustainability and the environment has her exploring the hospitality industry in one of the Emirates for sustainable practices as well as the initiatives undertaken by the emirates to promote sustainable tourism.

Being actively engaged in the academic community, Dr. Saida serves on various College Committees and is a member of International Association of Teachers of English as a Foreign Language (IATEFL), TESOL International Association, European Association of Teachers of Academic Writing (EATAW), and English Language Teachers Association of India, fostering collaborative relationships within the field. Dr. Saida plays a pivotal role in integrating technology into the curriculum, creating a student-centred learning environment, thus enhancing the learning experience for students.

Looking ahead, Dr. Saida remains committed to contributing to the academic community through research, teaching and mentorship. A proud member of Higher Colleges of Technology, Dr. Saida is dedicated to upholding the college’s commitment to excellence in education and research. Dr. Saida looks forward to fostering a dynamic environment at Higher Colleges of Technology and contributing to the intellectual growth of students and the advancement of knowledge.

Dr. Vincent Yong Chung Shien
Honorary Doctorate in Brand Management

Dr. Vincent Yong, born on October 25, 1969, in Malaysia, is a distinguished educator and branding specialist, recognized for his significant contributions to language education and corporate branding. His career is characterized by a relentless dedication to innovation and a profound impact in both education and corporate sectors.

Dr. Yong’s academic journey is marked by notable achievements. He is a TESOL Certified Professional Trainer from the American TESOL Institute and holds an MBA in Training & Development from Newport University, USA. His pursuit of knowledge led him to PhD studies in Human Resources Development at the Asia Institute of Management Science and culminated in earning a Doctor of Business Administration (D.B.A.) in Education and Training Development from the European International University, Paris. His educational contributions have been recognized with an Honorary Fellowship from Lincoln University College, Malaysia.

In language education, Dr. Yong founded the TCSOL Certification: Teaching Chinese to Speakers of Other Languages, certified by TQUK. This program, started in 2005, has trained over 30,000 candidates, demonstrating Dr. Yong’s commitment to spreading knowledge and fostering intercultural communication.

Professionally, Dr. Yong serves as a lecturer at Lincoln Professional Academy, Lincoln University College Malaysia, specializing in the Diploma in Brand Strategy and Management Programme. He holds the presidency of the Institute of Chinese Languages (ICLT) and is the Director of Business Development Asia at the International Han Institute, Taipei. His expertise in branding is further evident in his roles as Branding Advisor at the Asia Excellent Entrepreneurs Federation (AEEF), Chief Brand Consultant at HWT Group Malaysia, and Brand Consultant at DJW LABS Sdn. Bhd.

Dr. Yong’s international experience includes serving as an English lecturer at Fujian Catholic University, Taiwan, and as an advisor to the Chinese Language Education Association. He has contributed to Chinese language proficiency test development and promoted Chinese Teachers Training Programmes at prominent Chinese educational institutions.

His achievements have been recognized with awards such as the 2015 China Media Education Award, the 2016 China WeChat Media Image Award Top 10, the 2016 China International SME Brand Development Award, and the 2022 International Prestige Brand Award.

Dr. Yong is a Fellow of several prestigious UK-based organizations, including OTHM Qualifications (FOTHM), the Institute of Administrative Management (FInstAM), and the Institute of Training and Occupational Learning (FITOL). He is also a member of the Business Graduates Association, London, underscoring his commitment to continuous learning and professional development.

As an author, Dr. Yong has published works including the “E-Learning TESOL Guidebook” and books on branding and online marketing, showcasing his expertise and dedication to sharing knowledge.

In his application for the Honorary Doctorate Degree from the University of Oxford, endorsed by the Oxford International University and College Committee, Dr. Vincent Yong presents a profile of educational brilliance and professional excellence. His dedication to language education, branding, and continuous professional development makes him an exemplary candidate for this prestigious recognition. Dr. Yong’s career, marked by innovative contributions and unwavering commitment to his fields of expertise, exemplifies his suitability for this honor.

Dr. (H.C) Chew Chong Wan
Honorary Doctorate in Business Management

Chew Chong Wan is a multifaceted professional with an extensive background in business administration, floral design, and project management, based in Penang, Malaysia. With a diverse array of roles ranging from Vice President of Penang Wedding Professional Association to Creative Director at Ohara Florist Sdn Bhd and Bloomit Enterprise, he has demonstrated versatility and expertise in various fields.

Educationally, Bryan Chew holds a Master of Business Administration with a major in Management Information Systems and Finance from the University of Nebraska Lincoln, where he graduated in May 2000 with a GPA of 3.75/4.00. He also possesses a Bachelor of Science in Business Administration (Highest Distinction) from the same university, majoring in Finance, graduating in May 1997 with an impressive GPA of 3.98/4.00. Additionally, he has been a Certified Instructor of the Ohara Ikebana School in Japan since 1993, showcasing his artistic talents and dedication to the traditional Japanese art of flower arrangement.

In his professional career, Bryan has held significant roles in various organizations. As Vice President at Penang Wedding Professional Association since September 2018, he has worked to promote wedding tourism in collaboration with the Penang Tourism Board. Since May 2010, he has served as Creative Director at Ohara Florist Sdn Bhd and Bloomit Enterprise, managing the company’s research and development, marketing operations, and business development. Additionally, he has been an instructor for Ohara Floral Academy since May 2008, teaching various floral programs, including hobby and professional courses.

His other notable roles include Marketing Director at Cometworld Enterprise since May 2010, where he managed the marketing division in web development and web hosting services. He has also served as President of the World Flower Council Malaysia Chapter since September 2009, promoting peace through flowers and lifestyle programs in the local community.

Bryan Chew’s tenure at Ohara Florist Sdn Bhd as Marketing & Production Manager from February 2004 to May 2010 involved managing the company’s marketing and production division to boost sales and revenue. He also imparted his knowledge as a college lecturer at Stamford Disted College in Penang, Malaysia, from July 2005 to June 2009, teaching subjects such as financial and management accounting, economics, and marketing.

His previous roles include Planning Analyst at Intel Malaysia, Senior Project Executive at E-Business Exchange Pvt. Ltd., Project Analyst/Manager at AT&T Wireless, and Project Coordinator at AT&T Wireless. These positions have allowed him to develop strong analytical, leadership, and project management skills.

In terms of honours and recognitions, Bryan Chew has received numerous awards, including the High Scholar Award, Superior Scholar Award, and the Golden Key National Honor Society Award. He was also the first Asian to be awarded a Symposium Scholarship in 2017 and has received recognition from Intel Malaysia.

Bryan Chew is fluent in English, Mandarin, Hokkien, Cantonese, and Malay, and writes fluently in English, Malay, and Chinese. He is also educated in Japanese language and business culture, adding to his impressive skill set.

In conclusion, Bryan Chew Chong Wan’s career reflects a unique blend of business acumen, artistic talent, and a commitment to education and community engagement. His diverse roles and achievements across various industries showcase his versatility and dedication to his professional endeavours.

Dr. Surendra Kumar Sharma is a seasoned educationist and researcher for over 40 years who has been selected for the ‘Life-Time Achievement Award in Education & Research’- one of the key categories of Oxford Awards 2023 (organised by London Study Group, U.K.). He graduated in Physics (honours) from Banaras Hindu University, and later completed Masters in Economics in 1979. Later he was offered a Ph.D. in Econometrics Programme by the LSE; but because of financial constraints, he could not avail of the opportunity.

Naturally, he joined PhD in Economics at BHU and submitted his thesis on “Population Trends in India with reference to some of their Implications” under the supervision of Prof. D. K. Mishra. His PhD thesis was awarded in 1984. One of the external examiners who commended the award was Dr Ishrat Z. Husain, Division Chief, Health, Education, and Nutrition of World Bank. Since then, Dr. Sharma has been involved in teaching and research in various colleges. He has both academic and administrative experience in conducting national-level seminars on challenging issues that India faces in particular and the world in general.

Some of the national seminars he convened were “Impact of Economic Policy Reforms on North Eastern States of India” at the Indian Institute of Advanced Study, Shimla, from 27-31 March, 2000, and “Changing Scenario of Higher Education: Conventional versus Professional Courses” during 20-21 May 2012 at Government Girls’ PG College, Ghazipur of Uttar Pradesh. As the Principal, he always felt that his first responsibility was to provide an enabling environment not only to our students but also to our teachers and supporting staff to give them the maximum benefits of higher education.

He also served as Regional Director of Indira Gandhi National Open University in Patna for two years. He was the founder Regional Director (in charge) who established the Regional Centre at Patna in 1991. He coordinated the academic and administrative functions with all IGNOU study Centres and IGNOU headquarters in New Delhi. He organized many orientation programmes for the academic counsellors of various programmes of IGNOU at Patna. He was highly successful as he proved the relevance of “distance education” by writing different articles in the ‘Times of India’ and leading ‘Hindi Dailies’.

As Additional Secretary of UP State Higher Education Council, Lucknow, during 2004-05, his responsibility was quality gradation in higher education. He convened many orientation programmes for the Principals of Colleges for assessment and accreditation of their colleges by NAAC, Bangalore. He was also convener of ‘the board of studies’ and also on the ‘research degree committee’ of Veer Bahadur Singh Purvanchal University, Jaunpur of India.

Four female students were awarded PhD in Economics on “Population Growth and Economic Development” from 2007 to 2014 under his supervision while he served as Principal of Government Girls’ PG College, Ghazipur. After retiring in 2016, he did not lower his craving for knowledge. With more vigour, he started his participation in ARICON. He contributed a research paper on “Economic Consequences and Overall Implications of BJP Rule in India during 2014-19” in ARICON on Business and Economics at Cambridge during 18-19 November 2019. This was later published in JIBM in 2020. ‘India’s development vis-à-vis developed countries of the world’ is at the core of his heart. He has an unassuming personality. He is a humanist and helps his students in their studies and research activities.

NURZARIMAH JAMIL

Nurzarimah Jamil is an accomplished professional with a wealth of experience in the education field. Currently, she is a lecturer and a Head of the Student Affairs Unit at Polytechnic METrO Johor Bahru, Malaysia. She started her teaching career as a teacher, then a tutor and now she is a senior lecturer. With a career spanning over 20 years, she has consistently demonstrated expertise, dedication, and leadership.

With her educational background in Teaching English As a Second Language (TESL), both for her degree and master’s, her contributions and her commitment to fostering a positive learning environment have earned recognition and admiration from both students and peers. Nurzarimah Jamil has received multiple prestigious awards throughout her career, twice she received the Excellent Service Award awarded by the Ministry of Higher Education, Malaysia.

While primarily a lecturer, Nurzarimah Jamil has actively engaged in research activities locally and internationally. Her research publications in respected academic journals, have added depth and credibility to her teaching, inspiring students to pursue research themselves. With her outstanding research, she has been invited as a speaker at various international conferences. Her presentations have been well received for her to be invited to the Parliament of the World’s Religions at Toronto, Canada in 2018 to share her other interests in human unity and world peace.

Her passion in innovation began with a deep understanding of the challenges facing the students and industries. She assembled a diverse team of experts, each bringing their unique perspective and skill set to the table. The impact of her innovations of “iAktif”, “EasyKitt”, “Puppet Chess” and “Easy Quote Maker” was immediate and far-reaching. Notably, gold medals for these innovations were bestowed upon her innovation, reaffirming its significant and relevance in education and industry.

Her journey in education and career has been marked by a series of achievements that reflect her dedication to excellence, passion for continuous learning, and a drive to make a meaningful impact. Weather in the realm of academia or student affairs, she has consistently pushed the boundaries of what she can achieve, setting and surpassing ambitious goals along the way. These accomplishments have not only enriched her personal and professional life but also contributed to her growth as an individual who value knowledge, perseverance, and the pursue of excellence.

Oxford Award for Excellence in Social Entrepreneurship and Digital Humanities

Dr Amna Umer Cheema is a PhD in Modern American poetry from the University of Leeds, UK. She is an Elizabeth Bishop scholar. Her cross-disciplinary research in Elizabeth Bishop’s studies led her to her rather recent fascination for Digital Humanities (DH). In 2019, for the first time in any Pakistani University, she introduced the subject of Digital Humanities at the Institute of English Studies, University of the Punjab. Before this time, the subject was never included in any curriculum at a Pakistani university, both state and private.

Since 2019, she has been teaching the course titled “Introduction to Digital Humanities” to MPhil students and supervising humble research in this field due to the shortage of hi-tech facilities in a state university. During these years, she has received mixed responses from her students and colleagues. The general distaste came from those who feared losing the traditional landscape of humanities or saw it as a way of surveilling the colored people in the Global South.

Through teaching this course, she has tried to address these problems. By introducing interesting debates about DH, she tried to change the lens of her students, and members of her fraternity. She reached out to the champions of individualism who were unable to visualize the concept of sharing knowledge and collaborating on research.

By exposing university students to international projects in humanities and English literature, she inspired them to develop their own research projects that are meaningful for her society and the global community. She made them think beyond their bounds to have a cross-disciplinary approach so that they could reach out to the people working in STEM subjects and contribute to public humanities. Largely, her DH class encouraged students to be humane all the time and indulge in constructive discourse among peers by practicing honesty and building trust.

Through DH, she introduced convergent practices that lead to multidisciplinary research within areas of digital poetics, material sciences, discovery sciences, and social sciences. Due to DH, her literature students have started engaging with laws of thermodynamics, manifestations of entropy, literary video games, etcetera. Identifying DH as a transdisciplinary area of computationally engaged teaching and research, she stimulated her Institute’s first Digital Humanities thesis project in modern American poetry.

Currently, she has supervised research on Europa Universalis IV games as a method of reinterpreting history. In 2022, she initiated the Institute of English Studies’ personalized website (www.instituteofenglishstudies.asia). With this, she launched the Institute of English Studies’ official podcast on digital storytelling – ‘A Room with a View’ (2022), and ‘The Stories We Are: Excursions to Punjab, Khyber Pakhtunkhwa, Baluchistan and Sindh’ (2023). Her vision is to keep encouraging students of humanities to look beyond traditional options and develop skills that can expand their career opportunities in a competitive job market.

Professional Profile of Dr Tan Wei Xin
Oxford Award for Excellence – Pioneer & Innovator in Property Landscape

Dr Tan Wei Xin stands as a paragon of innovation and leadership in Malaysia’s burgeoning real estate sector. With a career anchored in strategic direction, real estate development, and investment management, Dr Tan brings a fresh, avant-garde perspective to an age-old industry. Leveraging his impressive educational background and diverse professional experience, he has risen as a notable figure, making substantial strides in the Penang property scene.

Professional Milestones:
ZNEN Group: As the Director of ZNEN Group Holding Sdn Bhd, Dr Tan has manifested significant progress, navigating the firm seamlessly through the turbulent times of the COVID-19 pandemic. His leadership witnessed the triumphant achievement of a 100% sales rate for the laudable Metropol development project.

Real Estate Development: With a clear vision and keen foresight, Dr Tan successfully helmed key projects including Grains Residences and Metropol serviced apartments. Notably, Grains Residences, touted as Bukit Mertajam’s tallest building, has already observed full bookings for its shop units, marking another milestone in D. Tan’s illustrious career.

Strategic Collaborations: Always a step ahead, Dr Tan’s recent ventures involve alliances with Madearns Sdn Bhd and eBox Group. These partnerships signify a marriage of real estate with technology, aiming to revolutionize property dealings via a blockchain-based platform.

Educational Foundations:
Dr Tan’s global educational pursuits have been instrumental in shaping his unique approach. With a Bachelor’s Degree in Business from Swinburne University of Technology and a Master’s Degree in Applied Finance from Monash University, Australia, Dr Tan combines the best of business acumen and financial prowess. His doctoral journey culminated with a Doctor of Business Administration from the esteemed European International University in Paris, affirming his academic and professional superiority.

Philosophy & Vision:
Dr Tan’s success is not solely predicated on his professional and academic milestones; his personal experiences play a vital role too. His tenure in Melbourne recognized as the world’s most liveable city, has imbued him with invaluable insights. This exposure has fuelled his vision of merging construction with lifestyle, envisioning buildings as more than just brick and mortar but as artistic, liveable spaces. With a personal mission to render Penang the next global hub of comfortable living, Dr Tan emphasizes the importance of adaptability, stressing that the traditional norms of real estate need to evolve in accordance with the ‘New Normal’ era.

Personal Touch:
Beyond the professional realm, Dr Tan’s life is enriched by the presence of his wife, Yan Chen, whom he met during his academic journey in Melbourne. Now blessed with three children, they jointly envision creating contemporary, artistic living spaces in Penang that resonate with warmth, comfort, and modernity.

Awards & Accolades:
Dr Tan’s contributions have been acknowledged through multiple awards including the InPenang Emerging Entrepreneur Award, Penang Power 100, and the Top 50 Below 50 Award, to name a few. These accolades are a testament to his unyielding commitment, expertise, and vision in the realm of real estate development.

Dr Tan Wei Xin, with his strategic acumen, innovative mindset, and vast experience, is not just redefining the boundaries of real estate in Malaysia but is also poised to set global benchmarks in the industry.

Oxford Award of Excellence in Wedding Planning and Educative Leadership

Alice Lee Hui Chin stands as an exemplar figure in the realms of wedding planning and education. With a career spanning over two decades, her multifaceted journey encompasses an extensive spectrum of roles – from the CEO of a renowned bridal house to a television personality recognized for her expertise.

Alice commenced her professional trajectory as the Lead Wedding Planner at RB Marriage Services Sdn Bhd. Over 14 years, she orchestrated over a staggering 1,000 weddings, each manifesting its unique magic, ranging from intimate affairs to grand spectacles. Her ability to turn visions into reality, combined with her knack for budgeting and logistics, saw her featured in renowned Malaysian dailies, including the Malaysia Oriental Daily and Sin Chew Daily.

She further broadened her horizons by taking the helm of Redbliss Bridal House as the CEO. Under her astute leadership, the enterprise flourished, catering to over 3,500 couples, ensuring their most significant day went off without a hitch. Her business acumen was recognized on a national scale when she was featured as a success story by the Malaysian TV station, ASTRO.

But Alice’s passion extends beyond just orchestrating weddings. Recognizing a gap in the industry for well-trained professionals, she founded the Alight Academy. Here, she donned the role of a Wedding Planner Educator, shaping the careers of future wedding planners. Alice’s commitment to education is evident in her impressive curriculum development, comprehensive course launch, and her initiative to provide students with real-world networking opportunities. It is a testament to her dedication that several of her students have not only thrived in the industry but have also established themselves among the top 10 wedding planners in Malaysia.

Alice’s extensive media appearances on platforms such as ASTRO TV, TV3, and 8TV, underscore her position as a leading voice in the industry. She effectively bridges the gap between the profession and the public, offering valuable insights on wedding trends and etiquettes.

Her qualifications, including a bachelor’s degree from the University of Tasmania and a Diploma in Marketing from The Chartered Institute of Marketing, UK, form the bedrock of her solid professional foundation. Coupled with her array of awards, such as the Malaysia Most Influential Educators for Excellence in Wedding Planning Education, Alice’s stature in the industry is undeniable.

Envisioning a future that is both expansive and inclusive, Alice aspires to enhance her educational curriculum, publish a definitive guide on wedding planning, and engage more profoundly with the community. Her forward-thinking approach and commitment to sharing knowledge cement her as a leading figure in wedding planning and education.

In sum, Alice Lee Hui Chin is not just a professional; she’s a trailblazer, an educator, and a stalwart of the wedding industry. Her indelible impact and enduring passion make her an unparalleled candidate for the Wedding and Marriage Educator Award.

Oxford Award for Excellence in Multidisciplinary Entrepreneurship

Michelle Loh stands out as an embodiment of diverse expertise and professional excellence. With a rich educational background that spans from Business & Administration and Human Behaviour Analysis at THU, China, to specialized courses in Image & Branding Management, Fashion Marketing, and Colour Analysis Management in Milan, Italy, she offers a multi-faceted approach to every professional endeavour.

Michelle further fortified her qualifications with training in Life Coaching and Leadership Management from Brentwood, UK, underscoring her commitment to holistic personal and professional development. Her recognition as a Fellow of Lincoln University College attests to her academic prowess and dedication to continuous learning.

In her professional journey, Michelle has displayed an impressive aptitude for entrepreneurship and leadership. She’s the brain behind Papillon Image Consultancy, a platform that offers professional consultations in Image & Branding, and has been influential in the founding of Yi Tang Academy Sdn Bhd – an institution dedicated to personal development and corporate professionalism. As the CEO of Nackita Healthcare Sdn Bhd, she’s at the forefront of geriatric healthcare, pioneering in cell therapy technology and DNA profiling.

Her 15 years of experience in manufacturing, spanning from 1996 to 2012 with Golden-Pro Industries, highlights her versatility, as she adeptly managed import & export processes for bicycles and high-tech motorized vehicles. This was followed by a decade-long journey with Myer Couture Sdn Bhd, during which she not only founded the leading fashion boutique in Malaysia but also steered it to become a significant name in retail, both in Malaysia and China.

Michelle is not just a leader but a teacher, mentor, and consultant. Her extensive list of professional skills ranges from Image & Branding to Virtual Merchandising, Wardrobe Consultation, Emotion Intelligence, and Business Consultation. As a trainer, she empowers others in diverse areas like Image Management, Personal Branding, Wardrobe Management, Influential Communication, and more.

Her roles as Deputy President of both Malaysia Aesthetic Health Entrepreneur Association (Mahas) and Malaysia Geriatric & Healthcare Association (MGHA), as well as her advisory roles in international entities, underscore her influence and recognition in the global professional community.

In essence, Michelle Loh is a harmonious blend of academic rigor, entrepreneurial spirit, leadership acumen, and a passion for empowering others. Her multifaceted expertise, vast experience, and impactful roles in diverse sectors solidify her reputation as a beacon of professionalism and excellence in the contemporary corporate world.

A seasoned Agency Manager with 24 years of extensive experience in the insurance industry, I have been serving at Prudential Assurance Malaysia Berhad – Impact Life Solutions with dedication and professional excellence. I am committed to protecting and bettering lives through the power of insurance, aiming to bridge gaps in understanding, access, and benefits within the industry.

With a background in Social Science and Management from the University of Science, Malaysia, I have harnessed my skills and knowledge to foster strategic development, risk management, and change adaptation in the dynamic insurance industry.

Work Experience

Agency Manager, Prudential Assurance Malaysia Berhad – Impact Life Solutions
1999 – Present

In my 24 years with Prudential Assurance, I have mastered the balance between managing risks and optimizing growth. I have been instrumental in:

Leading a high-performing team of agents and ensuring their continuous professional development.
Implementing robust strategies for agent recruitment and retention that have proven successful over the years.
Adapting and implementing change management strategies to ensure the organization stays relevant and competitive.
Developing and executing risk management plans to maintain business continuity and safeguard against unforeseen circumstances.

Education

University Science Malaysia
Bachelor’s degree in social science and management, 1999

Personal Statement

My journey in the insurance industry has been fulfilling and enlightening. The evolution of the industry, driven by changes in technology, regulations, and customer expectations, has taught me the value of adaptability and foresight. I am passionate about making a real difference in people’s lives, and insurance gives me that opportunity.

My life goals are centered around creating a more inclusive and accessible insurance landscape. I strive to leverage my knowledge and experience to drive better understanding and uptake of insurance products, ensuring more people can benefit from the security they provide.

In my role as an Agency Manager, ‘Change Management’ has been a vital component of my work. The industry’s dynamism necessitates a proactive approach to anticipating and adapting to shifts, whether regulatory, technological, or market driven.

Similarly, ‘Risk Management’ is intrinsic to the insurance business. As an Agency Manager, I navigate potential risks and uncertainties, developing strategic responses to protect both our company and our clients.

In terms of ‘Strategic HR recruitment’, I believe the right team is the foundation of success. Hiring individuals who not only possess the right skills but also align with the company’s culture and vision is crucial. This strategy has significantly contributed to the quality and consistency of our service, and ultimately, our reputation in the industry. I look forward to continuing my work, honing my expertise, and making a difference in the insurance industry and our clients’ lives.

Esteemed Educator, Psychologist, and Mental Health Advocate
Oxford Award for Excellence in Psychology Research

Ms. Ong Ai Teng is a multifaceted professional with a rich background in education, psychology, and mental health. Founder of Geranium Coaching since 2013, she offers a range of services from parent coaching to life coaching and academic training. A graduate in Psychology from Wawasan Open University, Malaysia, she is currently advancing her studies in Mental Health Psychology in Paris. Throughout her career, Ms. Ong has actively championed personal growth and mental resilience. An appointed Protection Officer by MAPO, she’s been at the forefront of combating human trafficking in Malaysia. A prolific writer, Ms. Ong contributes regularly as a columnist, emphasizing parental and educational topics. Her memberships include esteemed associations such as MMHA and MyMFT. Fluent in multiple languages, including Mandarin, English, and Bahasa Malaysia, she is a beacon of empowerment, education, and mental well-being in her community.

With a diverse background in education, psychology, and mental health, Ms. Ong Ai Teng has cultivated a distinguished career that showcases her passion for personal growth, cognitive development, and mental well-being. Her journey in the academic and psychological landscape is defined by consistent dedication to knowledge, versatile experience, and a commitment to fostering mental resilience and awareness.

Education:

Bachelor of Arts (Honors) in Psychology from Wawasan Open University, Malaysia.
Advanced Diploma in Counselling Psychology from Linguistic Council Malaysia.
Currently pursuing a Master of Science in Mental Health Psychology at the European International University, Paris.

Professional Experience:

Founder, Geranium Coaching (2013-Present): As the driving force behind Geranium Coaching, Ms. Ong has been at the forefront of offering parent coaching, life coaching, and academic training. A proficient seminar speaker and workshop trainer, she has orchestrated numerous programs focusing on empowerment, positive learning attitudes, and cognitive development.

Educator (2008-2013): Having served as the principal and tutor of Anak-Anak Home Based Learning Centre, Ms. Ong dedicated herself to innovative teaching techniques tailored to students who needed alternative educational methods. Her expertise extends from personal tutoring to leading large tuition centers, emphasizing the importance of soft skill enhancement and self-esteem.

Noteworthy Achievements:

Appointed as a Protection Officer by MAPO, reflecting her commitment to combating human trafficking.
Active columnist for esteemed publications like The Entrepreneur, offering insights on parental and educational topics.
Spearheaded public welfare projects such as ‘Be Brave, Our Children!’ and various virtual coaching initiatives aimed at empowering parents and youth.
Supporting domestic and foreign families in coping with parent-child conflict during the pandemic.
Nearly 1,500 hours of coaching have been accumulated over the past two years, helping children and teens with everything from emotional and behavioural issues to mental health issues.

Memberships & Associations:

Malaysia Mental Health Association (MMHA)
Malaysian Marriage and Family Therapy Association (MyMFT)
Stop Human Trafficking NGO (SHUT), Malaysia
Lecturer at JiaXuan Picturebook Training & Marketing, Malaysia (2023-2024)

Continued Learning & Development:

Throughout her career, Ms. Ong has consistently sought to expand her knowledge base and skill set. She holds numerous certificates from diverse disciplines, ranging from accounts to beauty. A few notable mentions include training from the London Chamber of Commerce, professional beauty courses from Bruno Vassari, and participation in the Protection Officer Workshop organized by the Government’s Ministry of Women, Family, and Community Development.

Languages:

Speaking: Mandarin, Bahasa Malaysia, English, Cantonese, and Hokkien.
Writing: Mandarin, English, Bahasa Malaysia.
Ms. Ong Ai Teng’s legacy is built upon her unwavering dedication to holistic education and mental health. As a professional dedicated to the betterment of society, she continues to inspire and guide countless individuals towards a more informed, resilient, and mentally healthy future.

Oxford Award for Excellence in Beauty Industry & Entrepreneurship

I am the Managing Director of Beauty Inn Centre. I am a cheerful person who is full of energy every day. No matter what the environment, I can adapt quickly. I love exploring new things, and that’s why I love learning. I hope my life will keep improving.

To educate more young people to grow, I will keep on learning. Everything in life is possible when I am willing to study hard and never give up.

Company Name: Beauty Inn Centre

FOUNDER

In 1999, Yenni founded Beauty Inn, a beauty salon providing various services, including skincare consulting and facial treatments, to customers.
Education

Apart from managing Beauty Inn full-heartedly in the future, Yennialso wishes to fulfil her pledge as below:
-Allowing every woman to regain beauty and confidence
grooming more beauty experts for the beauty industry and hope to lead Beauty Inn to become an organisation with influence, well loved by customers, and well-known in the beauty industry.

Education

2008: Academy of Beauty and Health Science

Skills

Teamwork, Leadership, Problem-solving, responsibility, and creativity

ACHIEVEMENTS

2022 – Participated in Examination and Assignment by IAQ (International Association for the Advancement of Quality), Chief Brand Officer Certification Programme, Professional Academy of Lincoln University Malaysia and Professional Diploma in Brand Strategy and Management (DBSM)

2019 – Participated in the CEO Camp, the Talent Management Workshop, the Leadership Workshop, the Selling Skill Workshop, and the DISC Workshop held in YYC Training Centre

2017 – Completed the contour makeup artist courses organised by the LA Image Beauty Institute.
completed training courses organised by The Global Professional Artist Federation with honours.

2008 – Successfully completed training on Derma Structure and function conducted by the division of Continuing Professional Development (CPD) in the scope of Beauty Science.
completed the embroidery course and has attained the proficiency level set forth by the academy.

HONOURS AND AWARDS

2022 – 6th Beauty Award 2022-2023, jointly established by Malaysian Chinese media “Sister Magazine” and FABIA (Federation of Asian Beauty Alliances)
Certified Award:: Consumers’ Choice Award by Majlis Tindakan Pengguna Negara (Malaysia)

2017 – Certificates Semi-permanent make up the first class with honours by the Global Processional Artist Federation.

2008 – The Certificate in Face Arts Embroidery by Buckingham College of Arts and Science, London, United Kingdom

2007
Assessment by the National Vocation Training Council (Majlis Latihan Vokasional Kebangsaan Malaysia) as Beautician Level 1
Assessment by the National Vocation Training Council (Majlis Latihan Vokasional Kebangsaan Malaysia) as Aesthetic level 2

Endowed with an impressive portfolio, Lam Yen Ni is not only a stalwart in the beauty industry but also an emblem of perseverance, dedication, and vision. Her journey from founding Beauty Inn to earning coveted awards bears testimony to her professionalism, making her an inspiration to many.

Oxford Award for Excellence in
Trade, Digital Transformation & Social Initiatives

With a distinguished career spanning multiple sectors including manufacturing, food and beverage, digital & IT, and lab certification, Dato’ Dr. Danny Tan stands as a paragon of versatile business leadership and social responsibility. A Managing Director with an extensive portfolio, he has spearheaded initiatives that have significantly contributed to economic and social welfare, earning him several prestigious awards and recognition.

Vision and Philosophy

Dato’ Dr. Danny Tan’s personal vision is to cultivate a meaningful life not only for himself but also for others. He firmly believes in demonstrating kindness, care, and concern for family, friends, and even strangers. His focus is not just on achieving success but also on being a person of value and gaining respect through accomplishments and abilities.

Professional Expertise

Manufacturing:

As the Managing Director of Dansonpack Sdn. Bhd., he has significantly contributed to raising the industry standards.

Food & Beverage:

Leading as the Managing Director in Food Social Sdn. Bhd. and Panda Food South East Asia Sdn. Bhd., he has turned his vision into high-growth enterprises.

Digital & IT:

At the helm of several IT firms like Dansonleap Solutions, and HYT Cross Border in various countries, he has been instrumental in driving digital transformation and cross-border e-commerce solutions.

Lab Certification:

Dato’ Dr. Danny Tan has also been the Managing Director of CAIQ Test Malaysia, contributing to scientific research and quality assurance.

Educational Background

Doctorate in International Trade from the Global University for Lifelong Learning, California, USA.

Awards and Honors

Sin Chew Business Excellence Awards 2017
Asia Success Award of “Super Service Quality” in 2013
Expert of Science and Innovation by the Chinese Academy of Inspection and Quarantine Test in 2021
SME “Product Excellence Awards” in 2022

Association Memberships

Deputy President of the Malaysia Cross Border Ecommerce Association
Committee Member at the Malaysia China Business Council
Treasurer of the Alliance for Safe Community

Charitable Contributions

Active in various charity and donation drives, including COVID-19 Pandemic relief, flood aid, and contributions to hospitals and welfare organizations.

Dato’ Dr. Danny Tan’s career is not merely a list of titles or accolades; it is a testament to his commitment towards creating a significant impact on both business and society. His leadership roles in multiple sectors demonstrate a career shaped by versatility, commitment, and a genuine desire to contribute meaningfully to the world around him.

Oxford Award for Excellence in
Traditional Chinese Medicine, Academic Leadership & Community Outreach

Professional Profile

Prof. Dr. Goh Tiam Huat is a preeminent figure in the field of Traditional Chinese Medicine (TCM) and Acupuncture with over two decades of hands-on clinical experience. Operating out of his own TCM clinic in Pekan Nanas, Johor, he has become a cornerstone in holistic health practices, not only providing curative treatments but also actively promoting preventive healthcare.

Career Summary

Prof. Dr. Goh Tiam Huat combines a robust academic background with extensive clinical practice. With a Diploma, Master’s, and Doctorate in Traditional Chinese Medicine, as well as a Professorship in Health Science, he is a well-rounded expert in his field. He is not just a practitioner but also a thought leader who has contributed to TCM research and academic discourse.

Community Involvement

A believer in ‘healthcare for all,’ Dr. Goh takes his professional commitment beyond the clinic walls. He is a regular participant in charity focused TCM treatment activities, using his expertise to serve underprivileged communities, thereby widening the reach of TCM as a viable, cost-effective healthcare alternative.

Professional Affiliations

Federation of Chinese Physicians and Acupuncturist Association of Malaysia (FCPAAM): Registered and Committee Member
Ministry of Health Malaysia: Certified Registered T&CM Practitioner (TCM)
Malaysia Traditional Chinese Practitioner (MTCPA): Professional Member
Malaysian Traditional Chinese Medicine Orthopaedic and Traumatology Association: Member

Educational Credentials

Professorship of Health Science: Acknowledging his scholarly contributions to health science research.
Doctorate of Traditional Chinese Medicine: Specialized in advanced TCM theories and practices.
Master’s Degree of Traditional Chinese Medicine: Acquired in-depth understanding of TCM and acupuncture.
Diploma in Traditional Chinese Medicine: Laid the foundation of his expertise in TCM.

Core Competencies

Clinical expertise in acupuncture and herbal medicine.
Academic contributions to the field of TCM and health science.
Robust track record of community service in healthcare.

Prof. Dr. Goh Tiam Huat stands out as a dedicated clinician, a committed community servant, and a scholarly influencer in the realm of Traditional Chinese Medicine. His exceptional contributions extend beyond healthcare delivery to encompass educational initiatives and social outreach, making him a multifaceted asset to the TCM community both in Malaysia and beyond.

Oxford Awards in Skin Health Education

Overview:

Low Lai Inn is a seasoned professional with over 25 years of invaluable experience in the aesthetic skin health sector. She has carved a niche as a transformative figure in the skincare world, consistently delivering innovative solutions to clients’ skin, body, and weight challenges. As the current Chief Education Officer at Emmabelle Aesthetic Skin Health Sdn Bhd, Low’s commitment to professional growth is evident. Her career’s arc showcases not only her capability to manage and lead but also her dedication to training and empowering the next generation of skin health specialists.

Professional Experience:

Starting her career journey as an aesthetician at Ve Beaute Therapists in 1998, Low Lai Inn quickly established herself as a pivotal player in transforming clients’ skin and weight problems. Her subsequent role at Bio Energy Spa Sdn Bhd further highlighted her prowess in skincare consultations and transformations. By 2005, her entrepreneurial and leadership talents led her to roles such as Director and Trainer at Blessing Hands Sdn Bhd and later at Reviderm Management Sdn Bhd, where she effectively managed company operations while prioritizing training and education. In her current capacity at Emmabelle, Low’s core responsibilities pivot around training, educating, and empowering a robust team of skin health specialists.

Educational Background:

Low Lai Inn’s zeal for continuous learning has led her to acquire qualifications from reputed institutions. She completed a business course at Enlliance Management Sdn Bhd in 2019, followed by an Executive MBA from A Plus Boss Sdn Bhd in 2020. Recently, in 2023, she furthered her expertise by pursuing SKM 2, SKM 3, and NCS-TTT courses at White Star International College.

Achievements & Recognitions:

Low’s dedication to the field hasn’t gone unnoticed. In 2019, she was honored with the “Malaysia Most Outstanding Dermatologist Grandmaster Excellence Award.” Her entrepreneurial spirit was recognized in 2022 when she received the “Woman Glamour Award” as a Woman Entrepreneur.

Skills & Development:

A firm believer in global exposure for holistic professional growth, Low travelled yearly to Belgium from 2006 to 2009 for advanced skin care studies. Between 2010 and 2018, her quest for knowledge took her to Germany, where she dived deep into skin care and skin technology studies.

Professional Affiliations:

Low Lai Inn is a proud member of the Charming Graceful Union of Malaysia and the MRCA Malaysia Retail Chain Association.

Personal Motto:

“I wish to empower more skin health specialists through education.”

Through her impeccable blend of experience, educational background, and a proven track record of excellence, Low Lai Inn remains a luminary in the aesthetic skin health industry. Her dedication to imparting knowledge ensures a brighter future for aspiring skincare professionals.

Oxford Award of Excellence in Sales Leadership & Innovative Training Development

Andrea Chow-Ching Yee is a dynamic and visionary leader whose entrepreneurial journey traces its roots back to a young age. Her initial foray into the world of business began at the tender age of 8, where her innate passion for craftsmanship found an outlet in selling handicrafts. This early experience, coupled with the inspirational influence of her mother, a renowned hairstylist from Johor Bahru, laid the foundation for her future endeavours.

As she transitioned into the corporate realm, Andrea’s unyielding zest for sales became evident. Possessing an innate ability to connect with people and foster meaningful relationships, she emerged as a driven sales executive, keen on harnessing innovative techniques and methodologies to further her professional goals.

The zenith of her entrepreneurial endeavours materialized with the inception of ACETS Sdn Bhd. As the founder and Chief Executive Officer, Andrea channelled her vast knowledge into creating a sales-centric consultancy, aptly named after her philosophy of improving by 1% every day – “ACE”. With a focus on assisting sales professionals and business owners to amplify their productivity, Andrea’s strategies have propelled her clientele to witness sales surges ranging from 20% to an astounding 200%.

Andrea’s professional journey is a testament to her commitment to excellence and continuous learning. Her tenure at Prudential Assurance Malaysia Berhad showcased her leadership acumen, where she oversaw the training and development of the bancassurance sales force, further solidifying her reputation in the industry.

Equipped with a Master’s in International Marketing from Curtin University, alongside a myriad of certifications such as the ITOL Certified Training Professional and HRDF Train The Trainer Certification, Andrea’s academic pursuits align seamlessly with her professional goals. Her prowess is further recognized with honours like the MIA Top Rising 70 Personality on LinkedIn Malaysia and the Consumer’s Choice Award, further underscoring her prominence in the field.

Andrea’s trilingual proficiency and deep understanding of various cultures afford her a unique advantage in a globalized market. Her published work, “Breakthrough With a Coach”, provides insights into her holistic approach to professional development.

In conclusion, Andrea Chow-Ching Yee is not just a professional; she is a beacon of innovation and dedication in the sales and training sector. Her trajectory, marked by unwavering commitment and visionary strategies, positions her as a stalwart figure in the realm of sales coaching and consultancy. Her expansive experience, combined with her ceaseless drive for knowledge, makes her an embodiment of professionalism and excellence.

Oxford Award for Excellence in
Entrepreneurial Innovation and Diversified Leadership

A dynamic business magnate with over three decades of diversified experience, Mr. Aesos Lai is a force to be reckoned with in multiple industries—ranging from Music Entertainment and Movie Production to Food, Retail, Wholesale, Fashion, and Tourism. With an unparalleled drive for innovation, he has earned the distinction of being an “IDEA Person” who brings entrepreneurial zeal and creative flair to every venture he undertakes.

Philosophy and Business Acumen

Mr. Aesos Lai embodies the principle that a “Strong Brand Builds a Successful Business.” His unique ability to “think out of the box, do out of the box, and move to another new box” makes him not just an outstanding entrepreneur but also a lifelong learner. He continually explores new opportunities for both his business and personal growth.

Career Milestones

Multiple Award-Winning Businessman: Honored with an astounding 30 awards from 2016-2022, his accolades speak to his business prowess.

Durian King:

Leading the No.1 Durian-related Products Company in the world, his firm has been recognized as a Superbrand for three consecutive years.

Two-time National Record Holder:

Mr. Aesos holds the record for the “Most Durian-Related Products in Malaysia” (2018) and the “Most Number of Quotes by an Entrepreneur” (Feb 2021).

Tourism Awards:

An esteemed figure in the tourism sector, he has won the Malaysia Tourism Heroes 2020 and the Malaysia Tourism Excellence Award 2022, among others.

Additional Achievements

Media Savvy: Won the Best Online Interview at the Hong Bao Media Savvy Awards in 2020.

Creative Ventures:

He is the only person to have created his own Tourist, Food, and Fashion Souvenirs, further displaying his innovation in branding.

Music and Movie Production:

Known as a Music Producer and Malay Movie Producer, he has tapped into the entertainment industry with considerable success.

Author:

Mr. Aesos has authored four books spanning diverse genres from romance and inspiration to business and thriller.

Music Composer:

Composed songs, testifying to his multi-faceted talents.

Fashion:

Newly ventured into fashion apparels in September 2020, showcasing his relentless drive for innovation.

Certified HRDC Trainer:

His expertise is not limited to business; he is also a certified trainer, contributing to human resource development.

Mr. Aesos Lai’s profile is not merely an enumeration of his achievements, but a narrative of a multi-talented individual who strives for excellence in every domain. His extensive career is a testament to his innate creativity, resilience, and his remarkable ability to foresee business trends. He stands as an epitome of the contemporary, well-rounded entrepreneur.

Oxford Awards in Educational Leadership and Entrepreneurship

Summary

Lillian Poh Lih Liang is an accomplished educational leader with 20 years of diverse experience in both teaching and executive management. As a passionate educator and dynamic CEO, Lilian embodies a unique blend of pedagogical know-how and business acumen. Her commitment to creating child-centric, transformative educational experiences has led to significant growth in multiple learning centers under her leadership. Armed with a vibrant life philosophy to “stay dynamic,” she brings an energetic and innovative approach to her work every day.

Education and Credentials

Bachelor of Business Administration (Honors) in Finance with Multimedia, Multimedia University (1998-2001)
Professional Diploma in Branding Strategy and Management, Lincoln University College (2022)
Professional Award in Educational Leadership, London Institute of Skill Development, UK (2023)

Awards and Recognition

Best Brand of the Year 2023 in Educational Leadership & Innovation Pioneer, Malaysia
2022 Educational PPT Gamification Champion Team, Malaysia

Employment History

Chief Executive Officer, IMMA Management & Advisory Sdn Bhd (Jan 2021 — Present)
Manages a team of 55 employees across four learning centers in three locations.
Orchestrated ambitious business strategies, short-term goals, and long-term objectives.
Currently oversees the educational development of over 3,000 students aged 7-17.
Chief Executive Officer, IMANDARIN Management (Jan 2018 — Dec 2020)
Founded the first learning center in Pulau Pinang.
Led a team of 30 employees in two centers and ensured compliance with legal requirements.
Initiated hands-on activities to encourage critical thinking among students.
Educational Trainer, IMANDARIN Learning Centre (Jun 2015 — Dec 2017)
Organized nationwide academic training and seminars for tuition teachers.
Collaborated with local education departments to align teaching plans with local syllabi.
Founder, Thoth Learning Centre, Kuala Lumpur (2007 — 2009)
Built and expanded her own school to two locations within two years.
Grew student numbers from 6 to 360 in two years.
Chief Marketing Officer, Little Professional Education Group (2003 — 2006)
Instrumental in setting up five tuition centers in the Klang Valley, Malaysia.
Led customer relations and staff development programs.
Fund Trader, Local Financial Company (2001 — 2002)
A licensed trader, managed client portfolios with a minimum investment of RM50,000.

Welfare and Charity

Extensive involvement in educational sponsorships, fundraisers, and volunteer work, notably during the Covid pandemic.

Skills

Teamwork
Working Under Pressure
Leadership
Differentiated Learning Techniques
Excellent Communication
Classroom Management
Copywriting
Branding Management

Languages

Fluent in English, Chinese, Malay, and Cantonese.
Lillian Poh Lih Liang is an exemplary educational leader whose work spans curriculum development, teacher training, and business strategy. Her passion for education and well-being of students makes her a driving force in transforming the educational landscape. With an ability to merge educational principles with business objectives, Lillian continues to be a forerunner in educational leadership and innovation.

Professional Profile of Elane Goh Siang Ling

Oxford Awards for Excellence in
Pioneering Financial Solutions & Leadership Development

Summary

Elane Goh Siang Ling is a seasoned professional with over two decades of comprehensive experience across various industries. Specializing in Financial Planning, she is also a Registered Financial Planner, a Registered Financial Consultant (RFC, USA), and a member of the International Professional Managers Association (IPMA, UK). Elane is committed to elevating people’s financial well-being and empowering them with the tools they need to achieve both career and personal success. Her work ethic and leadership capabilities are evidenced by her journey from Executive Customer Service at DHL to being the visionary leader of her own financial consultancy.

Credentials and Memberships

Registered Financial Planner
Registered Financial Consultant (RFC, USA)
International Professional Managers Association (IPMA, UK)
Sijil Kemahiran Malaysia Operas Latihan Vocational (VTO)

Business Profile

A visionary entrepreneur, Elane founded Vision One Hundred Consultancy, focusing on delivering robust financial solutions to individuals and businesses alike. Under her leadership, the agency has gained nationwide and international recognition, and she has personally been awarded numerous accolades in her field.

Philosophy

Elane operates under the belief that everyone is entitled to job satisfaction, a rewarding career, and most importantly, the capability to provide for their loved ones. Her guiding principle is “Furthering Your Finances for You With You,” which encapsulates her client-centric approach.

Areas of Expertise

Public Speaking
Financial Planning
Leadership Training
Coaching
Confidence Training
Business Solutions
Banking and Mortgage Loan Advisory

Career Milestones

Logistics Industry (1999-2003)
Executive Customer Service at DHL Worldwide Express
Sales Executive at Ceva Logistics (formerly EGL Logistics)
Financial Industry & Entrepreneurship (2003-Present)

2003-2009

Entered the financial industry by partnering with Hong Leong Assurance Berhad Established Vision One Hundred Consultancy, growing it into a reputable agency.

2010-Present

Mentored and developed a team of over 100 members.
Garnered various national and international awards for exemplary service and leadership.
Focuses on multiple income streams, offering income protection and financial leveraging solutions to a diverse clientele.

Elane Goh Siang Ling is not just a financial advisor but a mentor, a leader, and a visionary who strives to bring value to all her interactions, be it with her clients or her team. She is your go-to professional for a holistic approach to financial planning and entrepreneurship.

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SOP 19 Advanced Customer Service Management

SOP 19 Advanced Customer Service Management

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Course Content

An Introduction to Customer Service

Essential Customer Service Communication Skills

Dealing with stress and calming upset customers

Maintaining a positive and customer-friendly attitude

Development of a toolkit to build stronger and long lasting customer relationships

Main components of a Complaints Management Process

What Customers Look for When They Complain

People Issues

Skills and Behaviours Needed for Dealing with Complaints

Learning from Complaints

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SOP 19 Advanced Customer Service Management

SOP 19 Advanced Customer Service Management

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Learning Objectives

Course Content

An Introduction to Customer Service

Essential Customer Service Communication Skills

Dealing with stress and calming upset customers

Maintaining a positive and customer-friendly attitude

Development of a toolkit to build stronger and long lasting customer relationships

Main components of a Complaints Management Process

What Customers Look for When They Complain

People Issues

Skills and Behaviours Needed for Dealing with Complaints

Learning from Complaints

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