Introduction: Your Impact as the Administrative Professional:
•Characteristics of a Administrative Professional
•The Roles and Responsibilities
•Importance of your job- “Making The Boss Look Good”
Module 1: Manage Yourself
•What is your personal image?
•How is your image important?
•Required image for your position
•Importance of Grooming Style
Module 2: The Essential Skill Sets
•Time Management- Prioritize, Plan and Execute
•Essential Telephone Skills
•Written Communication- Business Letters, E-mails
•Office Function- Planning, Preparation, Checklists
•Arranging meetings- Venues, Meeting Documents, Compiling Minutes
•Crystal Clear Communication
Module 3: Supporting Your Boss
•Responsibilities towards Your Boss
•Understand His Behaviors
•Know Your Boss Direction
•Assist The Boss to be Effective and Efficient
•Learn to Support The Boss
Module 4: Manage Your Office
•The Image of Your Office
•Company Documents: Background, Policies
•Reference Documents: Determine What You Need
•Organize Your Workplace
Module 5: Managing Visitors
•Greeting and Receiving Visitors
•Visitors without Appointments
•Making Visitors Feel Comfortable
Module 6: Managing the Office Staff
•Being Friendly Yet Assertive When Necessary Saying “No” to Staff
•The 8 Critical Situations That You Need To Deal With
Module 7: Managing Yourself and Emotions
•Learning To Be A Professional
•Managing Personal Stress
•Managing Your Emotions
•Have Set Goals For Yourself
Jay advocates that an “unexamined life, is a life not worth living” – Socrates. Hailing from a state famous for its food, Jay picked up
Hokkien while growing up, apart from other languages he speaks. He is a sought-after consultant and trainer in Customer Experience, leadership Management, Communication and Organizational Culture Development programs. Jay has innate
drives to coach and develop human capital globally to achieve their highest potential through competency based training and
behavioral development. Hence, he has consulted and trained various industry players throughout Malaysia and Singapore in quality performance management, customer advocacy management, customer quality management, managerial and leadership
skills, customer service skills, communication skills and various soft-skill programs.
Jay is qualified with a Diploma in Computer Studies and Business from the National
Center of Computers (NCC) from the United Kingdom and attained a Bachelor of Science in Psychology and Communication from Upper Iowa University in the United States. He was a leader in various fraternities and organizations while working
with the university as well. He is a certified professional trainer under ARTDO International and is currently pursuing his Masters in Organizational Psychology.
Jay has 18 years of work experience in various industries throughout Malaysia, he strongly believes that developing human capital in the area of service is the key fundamental aspect of any successful business and that
service itself needs to grow towards the higher expectations and consumer experience in current competitive industries. He started out his career in the service industry, managing reputable restaurants in Penang.
He was in hotel management when he first came to KL, and later joined a contact centre of a multinational company for 8 years that provides IT solutions for corporate and consumer customers globally. Jay has developed various competency framework management
and training development program in customer service, customer experience and performance leadership management in which Jay has his niche in. Having experience being in operations, management and consultation, he can relate to current people development issues
and challenges faced by the many organizations. In addition to that, Jay also has a few years of experience in sales and marketing, advertising, public relations consultation and as a Training Manager for a facilities management company.
Within his years of experience, he has successfully executed different ad-hoc projects, such as developing high service standards for service industries, quality process improvements, human resource management, recruitment
management, talent development framework, mystery shopping, producing and conducting major corporate events and team-buildings for reputable companies, making him versatile, adaptable and experienced in delivering quality training for his clients.