James Tan Hoo Kwee
Singapore
Summary
Dynamic with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure. Motivated individual with experience in customer service and sales.
Overview
24
24
years of professional experience
Work History
Customer & Sales Support
APAC Aviation Partner and Consulting Pte Ltd
04.2024 - Current
- Oversee and manage a portfolio of aviation customers across the Asia Pacific region, including airlines and MROs
- Develop and maintain strong relationships with customers, understanding their needs and preferences
- Respond to customer inquiries via email, phone, and chat in a timely and accurate manner
- Address and resolve any customer issues or concerns promptly and professionally
- Issue and follow up on quotations, purchase orders, repair orders, invoices, credit notes, delivery notes, Certificates of Conformance (CofC), and other related documents
- Ensure all documentation is accurate and processed in accordance with company policies
- Identify customer needs and assist them in utilizing specific features and services
- Provide guidance and recommendations to enhance the customer experience
- Proactively maintain and develop relationships with your assigned customer portfolio
- Engage with customers to ensure satisfaction and foster long-term loyalty
- Respond to walk-in customers for retail products as needed, providing excellent service and support
- Maintain proper filing and safekeeping of documents, including purchase orders, invoices, and other relevant records
- Ensure that all documentation is readily accessible and accurately filed
- Liaise and collaborate closely with the sales and logistics teams to ensure seamless coordination and customer service
- Work with internal teams to address and resolve any issues related to order processing and delivery
Sales Coordinator
MacArtney Singapore Pte Ltd
06.2020 - 02.2024
- Handle the preparation and issuance of quotations, ensuring they are accurate and tailored to customer requirements
- Manage invoicing processes, ensuring that invoices are generated and sent out in a timely manner
- Arrange logistics for order delivery, coordinating with shipping and transportation providers to ensure timely and accurate delivery
- Monitor order status and address any issues that may arise during the shipping process
- Ensure all customer orders are processed according to their specifications, verifying accuracy and completeness
- Track orders and update customers on their status to maintain high levels of satisfaction
- Contact customers to arrange appointments and provide support as needed
- Assist the Sales Manager with documentation, costing, and preparation of quotations and other sales materials
- Support the sales team by attending to sales inquiries, providing necessary information, and preparing relevant documents
- Collaborate closely with the sales department in Denmark to ensure alignment and support
- Occasionally meet with clients as required to address their needs and support the sales process
- Maintain close cooperation with suppliers to ensure the timely and accurate fulfillment of orders
- Address any issues with suppliers to resolve problems quickly and efficiently
- Develop and maintain new systems for tracking sales records and preparing reports
- Ensure accurate and up-to-date records are kept and generate reports as needed
- Be knowledgeable about the company's website processes to assist customers with website-related questions
- Maintain a strong understanding of the company's products to effectively serve customer inquiries and provide relevant information
Customer Service Executive
Ceva Logistics Singapore Pte Ltd
06.2018 - 05.2020
- Take all incoming calls from customers, providing direct responses or facilitating coordination as required
- Respond to and follow up on sales inquiries, ensuring timely and accurate information is provided
- Maintain and develop existing and new customer relationships through planned individual account support
- Establish and make phone calls to targeted customers, assessing and qualifying opportunities for sales development
- Arrange sales appointments and create sales opportunities
- Negotiate competitive costs with overseas offices, agents, and shipping lines
- Issue and prepare official quotations, following up on them to ensure client engagement and response
- Establish Standard Operating Procedures (SOPs) with network and customer service teams to align with customer requirements
- Handle marine cargo insurance applications and ensure customers are aware of the company’s services
- Take shipment bookings from customers and coordinate with operations to arrange for pickup
- Communicate customer requirements to operations for special handling, including Certificates of Origin (COO), fumigations, special license applications, and additional packaging
- Monitor Navigator updates and ensure they are completed and entered timely by the operations team
- Track incoming shipments, investigate potential delays with origins, and proactively update customers and business owners about shipment issues, discrepancies, or delays
- Organize independent or third-party surveys for damaged or pilfered shipments as requested
- Follow up with operations to ensure timely delivery of shipments
- Respond to ad-hoc rate requests from customers, coordinating with sales for rate proposals
- Handle customer feedback and complaints, documenting them and escalating to the Supervisor for advice and resolution
Customer Service Officer
Sats Ltd
04.2011 - 05.2018
- Monitor and manage flight statuses to ensure accurate and up-to-date information for passengers
- Handle passenger feedback and concerns efficiently and professionally
- Assist passengers with check-in procedures, including ticketing, baggage handling, and boarding passes
- Oversee boarding processes, ensuring smooth and timely boarding of passengers
- Verify passenger identification and boarding passes before allowing access to the aircraft
- Manage situations involving flight delays or cancellations, providing timely updates and information to affected passengers
- Arrange transportation, meals, and accommodations for passengers when necessary, ensuring comfort and satisfaction during disruptions
- Communicate effectively with the flight captain and crew regarding any issues or problems occurring with the aircraft
- Relay important information and updates from the ground to the flight crew as needed
- Prepare and submit accurate documentation after every flight that has departed, including reports on delays, cancellations, and other relevant incidents
- Ensure all records are complete and filed in accordance with company procedures
Operations & Sales Executive
Speed Touch Courier
12.2009 - 04.2011
- Introduce potential clients to Speed Touch Courier’s services, expanding the delivery market and increasing client base
- Oversee a team of riders, ensuring proper attendance, attire, and adherence to company policies
- Manage workers’ welfare, resolve any conflicts, and address issues arising from their line of work
- Build and maintain rapport with existing customers to ensure ongoing support and satisfaction
- Contribute to revenue growth by assisting in formulating and implementing sales strategies
Aviation Screening Officer
Aviation Security Certis Cisco
10.2008 - 10.2009
- Conduct bag searches, pat downs, and operate X-ray screening machines to identify potential hazards, weapons, and unauthorized materials
- Screen passengers by verifying ID and boarding passes, and perform deep searches as necessary
- Identify and address potential security concerns in the airport, rail, and mass transit systems
- Provide excellent service to passengers, give directions, explain rules, and respond to inquiries
- Engage in casual conversations and observe behavior to assess and analyze potential security threats
- Use explosive detection machines and chemical swab systems to identify potential threats
- Attend daily briefings with supervisors to discuss and address security screening issues and improve processes
- Identify and challenge unauthorized individuals to prevent access to restricted areas
Automotive Specialist Technician (A)-2nd Sergeant
Singapore Armed Forces
10.2000 - 09.2008
- Ensure the fleet of armoured vehicles is in excellent operational condition at all times to support national security and protection
- Lead and mentor a team of junior technicians, providing guidance and resolving any issues they encounter in their work
- Oversee the maintenance and operational effectiveness of fire extinguishers in the workshop, ensuring compliance with safety regulations
- Coordinate the call-up of reservists as needed, ensuring timely scheduling for duties and Individual Physical Proficiency Test (IPPT)
- Administer allowances for reservists in accordance with their pay and days of service
- Assist the S1 branch with PATS inspections, contributing to the unit's achievement of the 'Best Combat Unit' designation
Education
O Level - English, History, Mathematics, Science (PHY/BIO), Art, Chinese
DEYI SECONDARY SCHOOL
Singapore01.1997
Skills
- Driving Licenses: Class 2B/ 2A/ 2 & 3
- Customer Order Management
- Problem-Solving
- Attention to Detail
- Multitasking
- Decision-Making
- Complaint resolution
- Communication Skills
- System Proficiency
- Sales Support
- Microsoft Office Suite
- Empathy and patience
- Goal-Oriented
- CRM Software Experience
- Data entry proficiency
Skills
- Class 2B, Class 2A, Class 2, Class 3.
- Chinese (Cantonese), Chinese (Mandarin), English, Hokkien, Teochew,
- Demonstrated expertise in providing top-tier customer service and support.
- Adapt at handling a variety of customer inquiries and issues.
- Strong commitment to maintaining high customer service standards.
- Skilled in managing the end-to-end order fulfillment process.
- Proficient in generating accurate and competitive quotations.
- Effective in negotiating cost structures with customers.
- Expertise in delivering efficient and effective customer service.
- Exceptional communication skills, both verbal and written.
- OFS (Order Fulfillment System), CSP (Customer Service Platform), SID (Service Information Database), Salesforce for CRM, SAP, Navision, Microsoft Office.
- Strong background in providing sales support.
- Experienced in collaborating with sales teams.
Calligraphy
My hobby is practicing Chinese calligraphy everyday.
Chinese calligraphy has been a deep passion of mine, connecting me with centuries of tradition and artistry.
Every stroke is a meditation, an opportunity to express both emotion and precision. The flow of the brush, the texture of the ink, and the elegance of the characters come together to create something timeless.
Through calligraphy, I've learned patience and the beauty of imperfection.
For me, it's not just about the aesthetic but also about cultural significance.
Calligraphy reflects the philosophy, history, and spirit of Chinese culture, which I deeply admire.
Languages
English
Bilingual or Proficient (C2)
Chinese (Cantonese)
Upper intermediate (B2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Malay
Beginner (A1)
Timeline
Customer & Sales Support
APAC Aviation Partner and Consulting Pte Ltd
04.2024 - Current
Sales Coordinator
MacArtney Singapore Pte Ltd
06.2020 - 02.2024
Customer Service Executive
Ceva Logistics Singapore Pte Ltd
06.2018 - 05.2020
Customer Service Officer
Sats Ltd
04.2011 - 05.2018
Operations & Sales Executive
Speed Touch Courier
12.2009 - 04.2011
Aviation Screening Officer
Aviation Security Certis Cisco
10.2008 - 10.2009
Automotive Specialist Technician (A)-2nd Sergeant
Singapore Armed Forces
10.2000 - 09.2008
O Level - English, History, Mathematics, Science (PHY/BIO), Art, Chinese
DEYI SECONDARY SCHOOL
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