Florence Yuen is a trainer and consultant in the areas of Service Excellence, Performance Management and Operational Excellence. She is also a certified Gallup Strengths Coach and works closely with individuals and teams. Florence brings with her almost 30 years of experience providing customer service and support for a global technological organisation, where she has led several global projects for the Asia Pacific region aimed at system and process optimisation. She holds an Executive Master of Science in Industrial and Organisational Psychology & Management of Human Resources, Diploma in Electrical Engineering and an Advanced Certificate in Training and Assessment (ACTA).