joseph resume
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Joseph B. Cheung is a Singapore Permanent Resident with over 5 years of experience in customer service roles across several industries. He has achieved a 92% average service level agreement with Redmart and has worked in fraud analysis for Standard Chartered Bank across 6 Asian countries. He is proficient in various software programs and customer relationship management systems.
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Industrial Project QA/QC Mechanical Head professional with 8 years of experience from the well-recognized organizations in the field of Industrial Inspection, Quality assurance, Quality control, Welding inspection and conformity Assessment of products and services.
Expertise in conducting receiving, in process and final inspection for achieving enhanced Quality. Having good working experience as a Third party inspector for SGS industrial services.
Distinctively been a Internal auditor for ISO 9001:2008 Quality management systems. Self-directed, team-oriented, enthusiastic & possessing solid organizational skills.
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- 1. Joseph B. Cheung NRIC: S8280039E Singapore Permanent Resident 615 Elias Road 13-102, Singapore 510615 Contact no.: HP 98803282 E-mail: josephcheung1982@gmail.com Key Strengths and Achievements Achieved 92% Average SLA of Customer Service Team for the year 2015 with Redmart Ltd. 6 Countries all over Asia served as Fraud and Authorisation Analyst with Standard Chartered Bank (Singapore, Malaysia, Philippines, Hong Kong, Indonesia and Vietnam) Personal Profile More than 5 years in Customer Service experience across learning and development, performance management and agent management. Experienced Banking professional with both Customer Service and Fraud Analyst experience. Abilities: Working knowledge in computer data bases and hardware Microsoft Office Applications proficient (MS Word, MS Excel, MS PowerPoint) Apple IOS applications proficient. Hands-on knowledge on CRM, OCS and CACS, C3, ICBS and Vision Plus Strong customer Service skills Good problem solving and analytical skills Hands-on knowledge in Zendesk 92% Average SLA 6 Countries
- 2. Experience: Customer Service Shift Manager (February 2013 Present) RedMart Pte. Ltd. Develop and implement customer service policy Measure customr satisfaction and improve service Handle and resolve escalated complains Monitor calls and ensure quality Proactively identify areas of opportunities and drive process improvements Effectively manage all customer complaints by logging/acknowledging all complaints within 24 hours Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Facilitate root-cause investigation, providing status updates, and follow-through on corrective actions within the Company Perform trend analysis and drive improvements in customer satisfaction Fraud and Authorizations Analyst (March 5, 2012 January 14, 2013) Standard Chartered Bank Singapore Investigation and fraud prevention responsibilities for all consumer bank products. Investigation of cases on the assignment of liability for lost/stolen Credit/Debit cards. Call customers to confirm and verify Credit/Debit card transactions when Fraud Detection System generates alerts. Block lost/stolen Credit/Debit cards when customer calls to report and assist with replacement requests. Customer Service Officer (March 2008 July 2010) Royal Bank of Scotland Singapore Answer inbound calls from bank customers for general query and waiver request
- 3. Assist in sales whenever opportunity is presented Handle customer complaints and concerns on a professional level Assist for call back when requested by bank customers Block lost/stolen Credit/Debit cards when customer calls to report and assist with replacement requests Funds Transfer Executive (October 2007 March 2008) Development Bank of Singapore (DBS) Promoting to the banks customer Loan Facility, Funds & Balance Transfer. Servicing the clients inquiry through telephone about their existing accounts. Providing knowledge to banks customers about latest promotions and programs. Goal is to encourage customers to make use of the banks financial tools. Customer Acquisition Officer (November 2006 October 2007) E-Fusion Solutions Pte. Ltd. To ensure all the documents needed for the application (Standard Chartered Bank personal loan) are complete before submitting to the bank. Follow up of pending and flow back applications from the bank. Promoting the service and product of Standard Chartered Bank specifically personal loan and credit card. Building strong customer - company relationship through efficient information relay on product queries and customer's interest. Business Development Manager (March 2006 October 2006) Living Space Spa Pte Ltd. Manage daily operation of Spa and Bistro Manage daily roster of staff Assist in sales of Spa Treatment Packages to customers Education:
- 4. Degree in Bachelor of Science in Business Administration Major in Marketing Centro Escolar University, Philippines Availability: Immediate