Jonathan James

Experience

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  OCBC Bank

  Jun 1991 - Jun 1995

  Junior Officer

  • Perform data entries on customers’ payments• Contact customers on default repayments• Prepare seizure list and seizure letters on pledged items for default records• Prepare monthly and yearly reports on customers’ default position

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  Bank of America

  Jul 1995 - Aug 1996

  Officer

  • Field Collection for defaulted bank’s loans• Tele-collection for defaulted bank loans

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  Citi

  Aug 1996 - Aug 1998

  Special Grade Officer

  • Draft reply letters on customers’ enquiries and requests• Perform data entries on customers’ updated details• Investigate customers’ feedbacks and reply to customers• Counsel and train new staff

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  TELETECH INTERNATIONAL PROPRIETARY LIMITED

  Sept 1998 - Oct 2000

  Coach / Trainer (with Singapore Airlines)

  • Provide customer service through telephone call for Singapore Airlines Frequent Flyer Program (KrisFlyer)• Ensure escalate calls to be advice & resolve issues• Train new staff on soft skills techniques such as telephone calls etiquettes (such as tone of voice; handling difficult customers; showing empathy towards customers; etc)• Provide constant feedback on staff performance such as on-job training (OJT), on-job coaching.• Conduct timely review on staff performance

• 

  DBS Bank

  Nov 2000 - Jun 2018

  Senior Officer

  Team Manager for Credit Records Management Department (Secured Loans Products) • Locate record files whereabout and request record files from relevant parties• Label and record new files through system tracking software• Plan & Organise team-building (approx. 200 staff & management)• Authenticate customers’ applications and supporting documentsTeam Manager for Application Authentication Department (Unsecured Products) • Lead a team of authentication staff• Analysis needs of missing information and supporting documents from customers’ applications• Contact customers for missing information and missing supporting documentsTeam Manager for Front-end Collection Department (Bank’s Products)• Lead a team of collection agents• Contact customers for default repayment• Monitor collection proceed• Prepare daily and monthly collection management reports• Analysis past collections reports and trends of repayment by customers• Forecast monthly achievable targets for each products for staff to work on. Show less

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  Freelance

  Jun 2010 - Feb 2020

  • Event Emcee

    Jul 2010 - Feb 2020

  • Event Coordinator

    Jun 2010 - Feb 2020
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  Joyre TCMedi Spa

  Aug 2019 - Sept 2019

  Customer Service Manager

  • Handling and Resolve Feedback from Consumer via social media (Facebook, Google Reviews, etc), hotline, email, CASE, Small Claims Tribunal, face-to-face, etc. • Design lesson plan and training slides on Customer Service, Understand Unfair Practice, etc.• Plan and conduct training for staff on Customer Service, Understand Unfair Practice, etc.

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  Ministry of Empowerment Pte Ltd

  Dec 2019 - Feb 2020

  MOE Trainer
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  TCC Credit Co-operative Limited

  Mar 2020 - Jun 2021

  Asst Operations Manager

  • Review and meet up with customers to discuss for debt consolidation for their existing banks' credit facilities and money lending activities.• Assess and approve loans (both secured and unsecured loans) & to ensure that the loans adhere to the guidelines and regulations set by the Co-operative Registry.• Oversees the overall branch operations, including management of cash movements, loans and savings portfolio management.• Oversees the customer service standards and ensure all frontline staff are able to achieve the agreed levels.• Develop procedures and policies for the overall branch operations.• Supervise & guide loan officers in processing loan applications and ensure loan officers completes it within the given time frame.• Oversees overall Contact Centre Operations, ensuring that calls and emails are responded within the given time frame• Assist General Manager in improving the current workflow, including the loan agreements and loan process. Show less

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  National Environment Agency

  Sept 2021 - now

  • Conduct safe distancing enforcement operations, including but not limited to patrols, advisory and enforcement under the ambit of the COVID-19 (Temporary Measures) Act 2020, the COVID-19 (Temporary Measures) (Control Order) Regulations 2020 and Environmental Public Health Act (EPHA) legislations, on the following offences by any individual or operator at the Agency’s managed Markets and Hawker Centres:• Failure to wear masks when outside of his/her residence;• Failure to comply with safe distancing and safe management• Public health offences such as littering, advisory on tray return, table litter and smoking.• Consolidate and report statistics in support of the departments' decision making process• Attend to related requests or queries from external and internal stakeholders• Attend to operational matters including outreach• Coordinate operations related to Safe Distancing/Management (e.g. Access Control)• Any other duties as assigned from time to time Show less

  • Vector Control Officer

    Oct 2022 - now

  • SMM Enforcement Officer

    Sept 2021 - Oct 2022