Jeremy Hellven Chua

Experience

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  Gushcloud

  Jan 2011 - Mar 2014

  Social Media Content Creator

  • Develop and maintain blog and social media platform. • Research and write articles in a conversational style, which engages readers. Responsible for daily posts to all social media outlets• Creating stylish, quip content for multiple social channels.• Ability to connect and influence with people through social media marketing.Project listing in 2014/2015: 1. ANA airline 2. Beats by Dre3. BC Showroom 4. Black Hair Salon 5. Building and Construction Authority (Universal Design) 6. Central Provident Fund 7. Coca-Cola Singapore 8. Dolby 9. DRX Clinic 10. Durex11. F&N 12. High Brow 13. i.t Labels Singapore 14. Kris by Mence15. Lee Cooper 16. Lee Kum Kee17. Mary Chia Pte Ltd 18. National Security Coordination Secretariat 19. NTUC Club 20. PaperOne 21. Play Moolah Pte Ltd (Why MooLah)22. ProQuest 23. Tim Ho Wan24. Samsung 25. Shopify 26. Singapore Institute of Technology27. Style X Style by MEDIACORP PTE LTD28. The Rafflesian Clinic & Surgery 29. Tiger Airways Singapore Pte Ltd30. Toshiba31. Zalora Show less

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  Spinergy Inc. (S) Pte Ltd

  Oct 2011 - Dec 2013

  • To professionally coordinate and manage the set-up and production of the event on site, ensuring the delivery of a high-quality event.• Lead and curate Team bonding for all projects. Delivering meaningful and fun team building experiences for adults. Aimed at enhancing social relations and clarifying team members' roles, as well as solving the task and interpersonal problems that affect team functioning• Work closely with the members of your team and other division to collectively produce a successful event.• Handle multiple projects and work within tight schedules.• Liaison with other 3rd party vendors leading up to the event, ensuring that both client and event requirements are met.• Managed everything from Flight, Transport, Accommodation, Food, Activities, Gifts, Conference, Shopping, and Room-drop. Project List:CitiBank:• Champions’ Forum 2011 (Hokkaido, Japan)• Asia Top Guns 2011 (Phuket, Thailand)• Regional Chairman’s Council 2011 (Auckland, New Zealand)• Asia Citiphone Excellent 2013 (Taipei, Taiwan)• Champions’ Forum 2013 (Okinawa, Japan)• Regional Chairman’s Council 2013 (Prague, Czech Republic)Naspers: • Board of Directors Meeting 2012 (Singapore, Singapore)ANZ Bank:• Top Performers' Summit 2012 (Beijing, China)• Top Performers' Summit 2013 (Phuket, Thailand)Standard Chartered Bank:• Achievers Council 2013 (Hokkaido, Japan)• Achievers Council 2014 (Barcelona, Spain)HSBC:Retails Champion 2014 (Singapore, Singapore) Show less

  • Global Events Executive

    May 2012 - Dec 2013

  • Student Intern

    Oct 2011 - Apr 2012
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  American Express

  Jan 2016 - Apr 2017

  Premium Marketing & Events Executive (Centurion & Platinum)

  Curating Premium Events for American Express Premium Card Members (The Centurion & The Platinum Charge) Rarely seen, always recognized.Available by invitation only, The Centurion Card is the world’s rarest American Express Card and confers a level of service that can be extended only to selected individuals worldwide.• Working with various teams across departments to develop multi-channel marketing campaigns to maximise engagement, conversions, and usage of the credit products.• Curating events and marketing campaigns with luxury brands to provide unique experience for the Card Members. • Work on events and venue insurance to ensure protection against event cancellation, abandonment or postponement, protection for public liability exposures and personal accident cover for volunteers, crew and the audience.Project Listings:• Centurion Gala 2016• Beyond the dining table (Michelin Pop-up dinner) 2016• Junior Masterchef Australia (Cooking & Dining) Show less

• 

  OCBC Bank

  Sept 2017 - Oct 2018

  Relationship Manager

  As a Personal Financial Consultant (Assistant Manager) in Singapore’s longest established local bank, I provide comprehensive, one-stop financial advisory services to customers through the active promotion and cross-selling of OCBC full range of wealth management products that include insurance, loans, unit trusts and structured deposits. With an emphasis on consultative selling to meet customers’ needs, I also proactively build and manage long-term customer relationship and provide good after-sales service to my customers.Capital Markets & Financial Advisory Services (CMFAS) Certification• Health Insurance • M5 - Rules And Regulations For Financial Advisory Services• M8 - Collective Investment Schemes• M8A - Collective Investment Schemes II• M9 - Life Insurance And Investment-Linked Policies• M9A - Life Insurance And Investment-Linked Policies IIAchievements: • May, 2018 1st Runner-up OCBC Branch (Singapore) • April, 2018 (1st Runner-up branch) - Unit Trust• February, 2018 (1st Runner-up branch) - Unit Trust• January, 2018 (2nd Runner-up branch) - Unit Trust• January, 2018 Top OCBC Branch (Singapore)• December, 2017 (3rd Runner-up branch) - Unit TrustCustomer Service • Top 10 (Year to Date) in OCBC as of May 2018 - 100% Exceed expectation (E-B Customers Survey) • Jul 2018 - 100% Exceed expectation (E-B Customers Survey) • Jun 2018 - 100% Exceed expectation (E-B Customers Survey) • May 2018 - 100% Exceed expectation (E-B Customers Survey) • Apr 2018 - 100% Exceed expectation (E-B Customers Survey) • Mar 2018 - 100% Exceed expectation (E-B Customers Survey) Show less

• 

  Heart Media Pte Ltd

  Oct 2018 - Mar 2019

  Marketing & Events Manager

  Heart Media is committed to publishing market leading magazines and digital media that connect with the region’s affluent and brand-conscious consumers through their chosen lifestyle activities. Heart Media’s titles have established solid reputations in their respective sectors with illustrious track records. Each one has built a strong market presence across Singapore, Malaysia and Indonesia.With a vision to strengthen its regional growth and offices in Singapore, Kuala Lumpur, Jakarta, Hong Kong and Shanghai, Heart Media is regarded as one of Asia's fastest growing media and publishing houses. Welcome to our world of luxury lifestyle magazines. • L'officiel• Men's Folio• WOW (World of Watches)• Art Republik• Form/Room• Palace• Yacht Style• Luxuo.com Show less

• 

  Airbnb

  Apr 2019 - now

  Cross-Functional Collaboration:• Serve as the primary point of contact for stakeholders, facilitating communication and understanding of policy and product impacts.• Establish roadmap priorities and connect stakeholders with appropriate teams.• Represent Aircover Scaled Ops vision and value through resource creation and participation in meetings.Governance of Operational Framework:• Maintain control center for operational playbook, including root cause analysis, risk mitigation, and best practices.• Manage and update documentation and processes related to product operations.• Develop a user-friendly operational playbook, standards, and continuous improvement processes.• Track and prioritize initiatives, support roadmap development, and establish the AAR (After Action Review) process.Operational Insights and Root Cause Analysis:• Analyze metrics and trends to identify operational improvement opportunities.• Utilize leading indicators to measure impact on product usage and support interactions.• Conduct post-mortem and root-cause analyses on quality errors and critical issues.• Create executive presentations and effectively communicate organizational priorities.Team Strategic Engagement and Enablement for Success:• Establish feedback collection framework to leverage insights for organizational improvement.• Collaborate with shared service and functional teams to disseminate best practices globally. Show less As a Partner/BPO Operations Manager at Airbnb's AirCover Scaled & Optimization team, I successfully led and managed regional and global partner sites to drive exceptional performance and achieve our functional objectives. My responsibilities included:• Implemented robust performance management methods and data-driven approaches to continuously improve performance on a daily, weekly, and monthly basis• Provided comprehensive support to partner teams through change management initiatives and regular site visits, building strong and productive relationships• Oversight and management of several partner sites, supporting Claims/AirCover efforts globally and overseeing multiple sites of a few hundred employees• Conducted thorough evaluations of potential impacts on performance for new processes and program changes, identifying and mitigating associated risks• Prioritized team initiatives based on seasonality and aligned them with customer and business needs• Fostered collaboration with internal and external stakeholders and leaders, ensuring the provision of best-in-class support for our global community• Developed and executed innovative strategies and initiatives to enhance customer satisfaction, optimize workflows, and deliver measurable business benefits• Gathered valuable user feedback to identify top issues and opportunities for improvement, and presented actionable recommendations to enhance Airbnb's products and policies• Contributed to strategic projects aimed at empowering partners and driving their long-term success Show less • Supporting Stakeholders with the daily and weekly management of team activities.• This includes scheduling and assigning departmental duties, monitoring queues and/or inboxes, helping to set priorities for the team, reduce clutter & manage hand-offs to ensure we meet our departmental goals.• Executing and achieving near-term tactical milestones, as provided by leadership, to achieve strategic goals and functional priorities.• Acting as the main escalation point for escalated issues.• Acting as a primary point of escalation for support ambassadors and stakeholders looking for advice and support.• Handling the most complex and escalated issues in partnership with leadership and relevant stakeholders.• Collaborate within project groups when necessary - answering questions, providing feedback (liaising with Product, Training, Quality, Policy, etc as appropriate).• Coaching and mentoring our teams, identifying individual and/or group training needs to ensure we meet our quality standards.• Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection. Show less The Special Investigation Unit (SIU) evaluate business operations to identify risk areas for fraud and protects our users and company from fraud and its negative impacts. In addition, to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance.• Identifying risk areas; use available data and internal tools to identify process weakness, trends and fraudulent behaviour patterns.• Maintains assigned claims files in a confidential manner; documents all relevant facts about files in the appropriate claims handling system(s).• Conducting in-depth investigations of suspicious claims and activities on the platform.• Managing complex cases, determining validity and resolutions based on internal policies.• Providing upward feedback, regarding the status of claims, communicating regularly with supervisors and managers.• Escalating identified fraud rings and risk issues as they arise.• Crafting clear and concise resolution plans in order to drive fair and accurate outcomes. Effectively collaborate with and monitor third party claims administrators.• Performing risk review of Airbnb internal processes and recognise opportunities to prevent future fraud.• Acting as a process advisor for change initiatives and/or cross-functional projects to meet strategic goals.• Work closely with the Product Team as a Subject Matter Expert to test, refine, ideate, and deploy new internal products. Show less The core work of a Crisis Response Specialist (Property Claims) is to provide excellent support for Hosts and guests seeking assistance from Airbnb Host Damage Protection and Host Liability Insurance; property damage-related issues, Bodily injuries and provide urgent support.• Bring operational excellence when initiating, investigating, and resolving cases involving complex damages, High-value liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.• Review and assess emergency escalations; provide urgent support and make immediate decisions based on a variety of complex factors that will include media, and sensitive issues and coordinate with numerous teams such as legal, policy, and comms to support the user. • Working closely with internal stakeholders to align on case strategy and effectively collaborate with and monitor third-party claims administrators. • Acting as a process advisor to bring impactful initiatives and/or cross-functional projects to meet strategic goals.• Maintaining high levels of confidentiality while performing investigations.Projects and Achievements1) China Business Unit• Assigned to Beijing to set up and train the China Claims team• Localisation project on China Tone and voice to users • Curated the Claims workflow for the Offshore Chinese Support • Provide business proficiency support in both written and verbal Mandarin for China market2) Mentorship and Training• Provide mentorship for Offshore Seattle & Airbnb Global Capability Center• Provide mentorship & training for APAC (China, Japan, Korea & Singapore)3) Third-Party Adjuster Pilot Project4) Tools & Course • Data course: SQL & Superset• Certified in Overview of Property Insurance (IBF-FTS Recognised Course) Show less

  • Operational Success Insights Manager

    Dec 2023 - now

  • Partner/BPO Success Operation Manager (Interim)

    Jun 2023 - Jun 2024

  • Crisis Management Team Coordinator - Fraud & Property/Insurance Security

    Jul 2021 - Jul 2023

  • Senior Fraud investigator - Fraud: Property/Insurance Security

    Apr 2021 - Jul 2021

  • Senior Crisis Response Specialist - Trust & Safety: Property/Insurance Security

    Mar 2020 - Apr 2021

  • Crisis Response Specialist - Trust & Safety: Property/Insurance Security

    Apr 2019 - Mar 2020