Lily Loo is an experienced professional in customer satisfaction, experience, and operations management. Currently serving as an Adjunct Lecturer at Nanyang Polytechnic since 2021, Lily specializes in customer-related disciplines. Previously, Lily held significant leadership roles at John Paul as Chief Operating Officer, APAC, and Vice President of Operations, APAC, where responsibilities included overseeing operational strategies and enhancing customer experience across the region. Additional experience includes a pivotal role at Grab as Head of Regional Driver Transformation, and a decade-long tenure at Singapore Post Ltd, where Lily managed customer service operations and drove customer care excellence. Lily has also contributed to the Contact Centre Association of Singapore as Honorary Secretary and has a solid foundation in customer service from early roles at SingTel. Educational qualifications include a Bachelor of Science (Gold Award) and a Diploma (Bronze Award) in Business Administration and Management from the Singapore Institute of Management.
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