A cup with Liew Wai Loon, Team Manager, E-Sales, Consumer Sales, NTUC LearningHub
By Steven Lee, Brand & Communications, NTUC LearningHub

As I sit down with Wai Loon in a cosy café near NTUC LearningHub (NTUC LHUB)’s main branch, he greets me with a warm smile. His innate zest for life is clear. Even before the conversation begins, what strikes me most is the sense of purpose he exudes — a blend of humility, confidence, and unshakeable positivity.

One of the team leaders in NTUC LHUB’s consumer sales division, Wai Loon’s life is a tapestry woven with threads of adversity, creative pursuits, and an unwavering commitment to lifelong learning.

Sowing the Seeds through Hardship
At the heart of Wai Loon’s journey is his belief in the philosophy of ‘Karmic Seed’, a Tibetan principle emphasising generosity and intentional action. However, his philosophy towards life was not formed overnight.

Wai Loon’s journey began with a series of difficult yet transformative experiences in his early career. Working in a sales and marketing role at a private organisation dealing with the elderly, Wai Loon found himself facing financial stress and job instability in an environment that was not the most conducive for his personal growth.

Despite this, he found meaning in supporting the vulnerable who relied on him, which gave him a sense of purpose. With colleagues being laid off, Wai Loon persevered, even travelling to expand the organisation’s business overseas while grappling with uncertainty.

Rather than becoming disheartened, Wai Loon chose to reflect on his actions and decisions, believing that every challenge was a lesson in growth. His belief in planting good seeds for the future kept him going.

These reflections led him to a profound understanding: he wanted to channel his efforts toward empowering others. Inspired by the ‘Karmic Seed’ philosophy, the principle of ‘helping others to achieve what you want for yourself’ resonated deeply with his own struggles and successes, shaping his professional and personal relationships.

This eventually inspired his transition to NTUC LHUB, where he could help workers through learning and skill development—a mission that aligned perfectly with his values.

“Whatever I want, I help someone else get it first. Whatever I don’t want, I stop doing it to others,” Wai Loon shares. “种子开花了,” he quips, which means, “the seeds have blossomed.”

Blossoming into a New Role
One of the most memorable experiences for Wai Loon was the guidance he received early in his journey at NTUC LHUB. His supervisor, recognising his potential, provided him with guidance on navigating the complexities of his role. Through candid feedback and unwavering support, Wai Loon’s supervisor helped to build his confidence and refine his leadership abilities. “It wasn’t just about giving me advice,” Wai Loon recalls, “but about having someone believe in me and invest their time to help me grow.”

These seeds flourished as Wai Loon advanced through the ranks, first as deputy team lead and eventually as team lead in 2022. Inspired by the guidance he received, Wai Loon embraced his new responsibilities with a commitment to nurturing and empowering his team. Hence, he enrolled in the International Coaching Federation (ICF) accredited Khrysalis coaching courses offered by NTUC LHUB. Through these courses, he honed skills such as active listening and powerful questioning.

By applying these skills, Wai Loon fostered an environment of trust and collaboration within his team. He enabled his colleagues to achieve their goals, creating a culture where everyone felt valued and supported. His efforts translated into tangible improvements in team performance and morale, underscoring his commitment to lead with empathy and purpose.

Wai Loon recalls one rewarding experience, "Part of our role is to guide customers through the course registration process," Wai Loon explained. "At one point, my team was overwhelmed by the volume of feedback and queries. Having faced a similar challenge when I first started, I stepped in to offer support." Through patience and steady guidance, he helped his colleagues gain clarity and confidence to excel at work. Witnessing their growth was a defining moment for Wai Loon, reinforcing his philosophy of life.

From Content Creation to Workflow Automation
Outside the office, Wai Loon’s is an avid outdoor enthusiast, finding joy and rejuvenation in nature. His creative spirit shines brightest through his YouTube channel. Inspired by a seminar he attended for YouTube creators, he believes in the idea that small, consistent efforts can lead to significant outcomes eventually. “If a single video touches the life of one person, imagine the meaningful impact 1,000 videos will have,” Wai Loon mused.

What started as a platform to share his interests grew into a space where he honed valuable technical skills, such as video editing and storytelling. These experiences fuelled his curiosity about technology’s potential to create meaningful connections and solutions.

Eager to leverage his creativity, Wai Loon pursued a Workflow Automation course, also offered by NTUC LHUB. This newfound expertise allowed him to streamline work processes, improve team efficiency, and enhance customer experience. By automating repetitive tasks with the use of new technology tools like Microsoft Copilot and Power Automate, Wai Loon freed up time for his team to focus on engaging customers with purpose and delivering more personalised interactions. This helps to ultimately drive sales for the company.

Together with the team, Wai Loon’s efforts culminated in NTUC LHUB’s recent wins at the 24th Contact Centre Association of Singapore (CCAS) International Contact Centre Awards.

Collaborating closely with his teammates, Wai Loon was instrumental in producing, editing, and overseeing the award submission video, which was crucial in showcasing his team’s accomplishments. His ability to craft a compelling narrative through visuals and storytelling highlighted the organisation’s commitment to excellence in customer service and sales.

A Journey of Inspiration
From fellow colleagues and supervisors who supported his growth, he cherishes every guiding light that has illuminated his path.

“Lifelong learning keeps me grounded and ready to contribute back to society,” Wai Loon reflects. “I’m lucky to have met many guìrén—benefactors—who have helped me. I need to pay forward what I have received from my previous and current supervisor. My goal is to grow and now become a benefactor for others.”

This mindset drives his passion, shapes his leadership style, and fuels his relentless pursuit of growth. Wai Loon’s journey is a reminder that by aligning passions with purpose, embracing lifelong learning, and cultivating a spirit of gratitude, we can all achieve meaningful success.

As I wrap up my conversation with Wai Loon, I cannot help but feel inspired by his infectious outlook towards life. His story is a powerful example of how passion and purpose can transform not just one’s own life, but the lives of those around them. In his own words, “To succeed, go all out, keep it simple, and charge forward!”

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