James Fu

Experience

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  HSBC

  Jan 1999 - Sept 2000

  Customer Care Professional

  ● Manage inbound calls from customers who call the 1800 hotline, include credit card and non-credit card related matters like bank promotions● To provide an excellent service to customers’ enquiries and follow up for customers’ queries whenever the need arises● To maintain a good working relationship with all concerned in order to facilitate the daily workflow

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  American Express

  Oct 2000 - Oct 2002

  Senior Customer Service Associate / System Trainer

  ● Manage inbound calls from customers who call the 1800 hotline. Enquiries include credit card and non-credit card related matters like bank promotions● To provide an excellent service to customers’ enquiries and follow up for customers’ enquiries when the need arises● To maintain a good working relationship with all concerned in order to facilitate the daily workflow● Manage and train all existing and new staff, both in Singapore and Malaysia on credit cards product knowledge and to use the new credit cards system● Posted to Kuala Lumpur for several weeks to help set up the Call Centre and provide newly acquired staff on banking and system training● Documentation of all training materials for both Singapore and Malaysia staff for future references both in Singapore and Malaysia office● To handle all inbound and complain calls from all credit card members.● To provide an excellent service to customers’ enquiries and follow up for customers’ enquiries when the need arises● To maintain a good working relationship with all concerned in order to facilitate the daily workflow● Making telephone calls to Card members to remind them of outstanding balances● Request for payment to prevent account from further delinquency● Ensure that overdue accounts are ‘acted’ on a timely manner● Recommending cancellation or raise suspension support in an account where necessary● Updating Card members credit information, raising recommendation to write-off handling fees, petty balances or penalty charge when justified or necessary● Attend to incoming calls from Card members pertaining to credit related inquiries Show less

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  OCBC Bank

  Nov 2002 - Dec 2003

  Senior Associate

  ● Manage inbound calls from customers who call the 1800 hotline. Enquiries include credit card and non-credit card related matters like bank promotions● To provide an excellent service to customers’ enquiries and follow up for customers’ enquiries when the need arises● To maintain a good working relationship with all concerned in order to facilitate the daily workflow

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  Citi

  Jan 2003 - Feb 2009

  CitiPhone Concierge Lead

  ● Manage the remitting of inwards and outwards funds of corporate accounts● Confirmation to be made with customers on all the relevant documents including funds transfers, GIRO and Standing Instructions● Advising customers on how to follow up with their existing transactions to ensure smooth transition of their fund transfer instructions● Manage inbound calls from customers who call the 1800 hotline, enquiries include credit card and non-credit card related matters like bank promotions● To upkeep the Bank’s high level of service to customers’ enquiries and follow up for customers’ enquiries when the need arises. Liaising with other departments is a daily procedure so as to deliver the most accurate results to customers● Maintain good working relationships with all concerned parties in order to facilitate the daily workflow● To ‘activate’ newly applied customer’s credit and to introduce Balance Transfer and Credit Shield at the same time. Receive recognition certificate from Citibank for good work. Show less

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  Bank of China

  Jan 2009 - Jan 2013

  Inbound Customer Service Lead

  ● Manage inbound calls enquiries include credit card and non-credit card related matters like bank promotions● Manage outbound calls when junior Customer Service Officers (CSO) are unable to provide a ‘one- call’ resolution to customers. Follow-up outbound calls will be made to customers to resolve their matters in a timely manner● Manage enquiries from the bank’s website, reply to customer on their enquiries. Coordinate with other departments to ensure that customer emails are replied to in a timely manner with follow up calls to customer to reassure them that their matters are being resolved accordingly● Manage any transaction disputes raised by customers in a timely manner where a temporary credit will be granted into the account and provide a follow up call (should a delay occur) to customers informing them of any outcome from the investigation team● Manage/coordinate GIRO, credit and debit card applications such as verifying customer’s personal details before passing on to the execution department● Manage/coordinate customers’ Balance Transfer instructions before passing to execution department● Manage returned mails, credit and debit card pins (to prevent fraud) and promotional mailers by calling customers to verify the accuracy of their personal details● Manage/co-ordinate the department’s records retention portfolio (including safekeeping and filing) and liaise with CISCO on the bi-yearly collection● Ensuring all credit and debit cards’ information is accurate before embossing● Chairperson of the Bank’s events such as Christmas and year-end dinners including: organizing/ liaising with merchants and vendors for each event negotiating with hotel and event organizers● Managing/ running the whole event● Co-emcee of Dinner & Dance (2011) and at credit card roadshows● Appearance in Bank’s TV advertisements and posters of Bank’s marketing campaign Show less

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  Grab

  Aug 2013 - Aug 2016

  Assistant Customer Service Manager / Operations Manager

  ● Pioneer staff requested to be transferred from GrabTaxi to help set up GrabCar Singapore● Manage the setup of GrabCar office space● Manage a brand-new in-house team on customer handling as well as training● Create SOP as well as process flow for whole office● Constant update of current processes for harmonization and increase efficiency● Project handling such as automation and events like Zoukout● Prepare and conduct of appraisal sessions with all agents● Discuss with Head of Department on staff performance● Setup new phone system with regional tech team● Manager to all Customer Service systems and recoveries● Manager to all SMS blasting to taxi drivers weekly and monthly● Manager to all in-house announcements to taxi drivers● Setting up of the first ever QMS in Grab Singapore● Ensure smooth daily operations of Customer Service Team● Scheduling of manpower● Coaching and guidance to seniors and agents● Service quality assurance● Perform service recoveries● Report generation● Implementation of processes and SOPs● Assistant and Stand-in for Head of Department● 24/7 standby for Customer Service Team● Setup new phone system with regional tech team● Manager to all Customer Service systems and recoveries● Manager to all SMS blasting to taxi drivers weekly and monthly● Manager to all in-house announcements to taxi drivers● Set up the Correspondences and Investigation team within Customer Service Department● Ensuring all correspondences are replied timely and professionally● To work closely with other departments to ensure promotions and new processes ● Selection and eliminating of Customer Service candidates● Phone Interviews● Preliminary meet up with candidates ● Preparation and conduct of appraisal sessions with all agents● Discussion with Head of Department on staff performances● Coordinator and emcee for most external and internal events● Coordinator and project manager for shifting of office, renovations and administrations Show less

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  Mediacorp Pte Ltd

  May 2017 - May 2018

  Head Of Customer Service

  ● Liaise with various channels in setting up of call centre and phone system (phone/CRM) with detailed analysis to identify the most cost effective and productive option● Events planning and execution● Handling of retail staffs as well as attending to customers● Maintains office services by organizing office operations and procedures● Interview and coaching of staffs● Manage logistics and fulfilment teams● Logistics forecast and planning● Arrange of warehouse storage and placement of stock● Create SOP for logistics, fulfilment, customer service and operations teams● Actively involved in implementation of marketing strategies ● Coordinate stock arrivals with freight forwarders as well as physical handling of shipment to storage● Planning and managing fulfilments to customers● Troubleshoot and set up for customers● Handle of service recovery procedures● Managing of auto responding and advertising messages via emails and overseeing of all social media channels Show less

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  Serenity Casket & Funerals

  Jun 2019 - Apr 2020

  Marketing Manager

  • Responsible for marketing and maintaining of each company’s corporate image• In-charge of helping company to bring in business deals and profit• Building relationships and negotiation with external parties and vendors on roadshows, television and all media events. ie. Mediacorp and SPH and partners such as veterinarians and religious organisations• Coming up with new partnership initiatives and ideas• Maintaining all social media platforms such as Facebook, Instagram, Telegram, LinkedIn• Taking charge of hiring and administrative works as well as all correspondences Show less

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  IMDA

  Apr 2020 - Jul 2022

  Digital Ambassador (Partnership Lead)

  • Selected to join IMDA’s HQ from a pool of 900 Digital Ambassadors to be part of Digital for Life (DfL) initiative• Partnerships with external corporates to collaborate with IMDA’s Digital for Life initiative• Providing training to Digital Ambassadors and Partners• Ensuring all DFL sessions were conducted smoothly and required logistics are set-up• Manage, plan and train Partners, volunteers on products and expectations for DfL sessions• Bringing in new Senior Activity Centres (SAC) by sharing programs and DfL initiative• Liaising w suitable corporate partners to begin each DfL journey• Monitoring/administration of Digital Ambassador’s service quality with Service Excellence Team• Received many compliments from Partners and SACs Show less

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  Cornerstone Global Partners（Operates as CGP in Mainland China）

  Jul 2022 - Jul 2023

  Project Manager

  • Plan and manage data analysis by conducting surveys.• Provide advice and solutions to client on data collected.• Supervise and monitor project progress.• Ensure surveys are completed within the given project timeline.• Prepare progress reports for reporting to the Authority in the format and frequency approved or specified by the Authority.• Lead a team of staff to ensure that the project is completed on time.• Responsible for staff discipline and performance.• Assist in the development of contingency plans for assigned projects.• Liaise with vendors on matters related to assigned projects as directed by the Authority.• Any other task as may be reasonably assigned by the Authority and communicated to the Contractor from time to time.• Ensuring the continuity of the project. Show less

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  Aces Care Limited

  Jul 2023 - now

  Center Manager

  ⦁ ACES Care Programmes.⦁ Pioneer efforts to address Seniors’ physical, social and emotional needs.⦁ Plan and direct implementation of programmes to help Seniors age with confidence.⦁ Identify in-need services, design outreach initiatives, gather data on community impact, analyse programme effectiveness & implement improvements. ⦁ Manage Aces Care Limited’s social media platforms.⦁ Volunteer Management.- Organize programmes to recruit and train volunteers for ACES HelpLife.⦁ Roster and ensure volunteers are updated on Seniors’ initiatives & services and facilitate sharing of HelpLife cases.⦁ Ensure optimal performance of volunteers by motivating and taking care of their well-being.⦁ Donor Management.⦁ Keep record of donors.⦁ Co-ordinate the issuing of tax-deductible receipts.⦁ Maintain the Donor Management System record.⦁ Centre Administrations.⦁ Work with the Project Director to ensure smooth operations of ACES Care Centre(s), including office maintenance, checking and issuing of payment vouchers, receipts and logistics.⦁ Any other responsibilities relating to the work of ACES Care Limited. Show less