Alvin Yapp spent 9 years in a middle management position with Singapore Airlines
(SIA). During this period, Alvin was responsible for the smooth operations and high level
of airport customer service in North Asia and South East Asia. In total, Alvin managed 23
Stations under his charge. During his term as Regional Station Manager SIA, Alvin spearheaded
the company wide initiative concept Transformation of Customer Service (TCS) that focused primarily on
staff's 'Empowerment' and 'Ownership'.
Alvin has also held the position of department head in the
training department and has played an active role as an in-house
'guest' trainer and consultant throughout his tenure in SIA. Some of
the service programs that Alvin has delivered and designed includes:
The power of Delegation, Empowerment - an essential tool to Excellent
Customer Service, Recognizing Personal Space, The Ultimate Customer Experience,
Speech Articulation, Presentation Skills and Body Language. Alvin's creativity and passion
for innovation also saw him spearheading a company wide initiative that aimed to motivate
and inspire participants to innovate and develop breakthrough ideas.
Alvin is currently the Managing Director of an advertising production house
that has strength of 40 staff, comprising of both a dynamic Sales Team and a
20 strong production crew. His philosophy of motivating and empowering his key
staff has enabled the company to grow from a family business into a professional and
self-driven SME. It has also given Alvin the opportunity to pursue his passion of training,
while at the same time, giving him the opportunity to run a retail business, an art business,
and as a consultant to Singapore Tourism Board and Jet Airways.
Alvin has an Honors Degree in Business Administration from the University of Singapore.
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