Han San Lim

Han San Lim is a professional with a strong background in process transformation, AI/RPA implementations, and premium customer service delivery within the hotel and financial service sectors.

With expertise in improving organizational structures for optimal performance, Han San Lim boasts a proven track record of driving customer satisfaction, Net Promoter Scores (NPS), and managing award-winning contact centers.

Han San Lim's experience includes managing 5-star/4-diamond luxury hotel reservations and communications departments, being part of the pre-opening team at the Ritz-Carlton Washington DC, and conducting reservations sales training for Shangri-La Corporate-wide programs.

Educationally, Han San Lim studied BsBA in Travel Industry Management at Hawaii Pacific University.

Professionally, Han San Lim has held key positions such as Vice President of Customer Engagement and Process Transformations & Reservations Operations at Shangri-La Hotels and Resorts, Head of World Service CEN at American Express, Director of Hong Kong & Singapore Consumer Card Services at American Express, and Director of Customer Contact Centre at Shangri-La Hotels & Resorts, among others.