MS Excel
Joo Wee Kwek
Health Strategy/ Customer Service Manager
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Assists senior managers with accomplishing demanding targets by encouraging team and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
21
21
years of professional experience
Work History
Assistant Manager (Health Strategy)
Income Insurance Limited
10.2020 - Current
- Improved doctors' and customers' satisfaction by addressing and resolving both feedback and complaints promptly.
- Maintained confidentiality of patient finances, records, and health statuses.
- Developed strong working partnerships with hospitals, doctors and medical centers fostering positive relationship.
- Collaborated with management team to develop strategic partnerships for business growth and improvement.
- Managed high caseload efficiently, prioritizing tasks based on urgency and importance to meet deadlines.
- Utilized data analysis tools such as tableau and MS Excel to identify healthcare provider trends and propose improvements for greater efficiency.
- Key representative for both risk and compliance ensuring zero data breaches and conform to regulatory requirements.
- Ensuring IncomeShield panel specialists’ adherence to agreement, fee benchmark and perform regular review on their practice.
- Prepared agreements, addendums and notification letters with legal team to ensure consistency.
- Involves, negotiate and source for possible partnerships with specialist and healthcare providers.
- Review historical records, current reports and forecasting information on individual doctors on their quality of care.
- Prepared reports and presentation to upper management detailing key findings from data for process improvement.
- Maintained good knowledge of basic medical terminology to better understand procedures done by doctors.
Customer Service Manager (Branch Services)
Income Insurance Limited
10.2015 - 10.2020
- Managed and resolve complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Enhanced both agency and customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Oversaw daily cash reconciliations, ensuring accurate day end financial reporting and minimizing discrepancies.
- Maintained accurate cash balances by conducting diligent checks on counters’ cash, cheques, and other negotiable instruments.
- Calculated adjustments, premiums and refunds.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in timely manner.
- Trained and regularly mentored staff on customer service techniques.
- Improved staffing during busy periods by creating employee schedule.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with staff to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
Assistant Manager (Contact Centre)
Aviva Ltd
06.2014 - 09.2015
- Supervised day-to-day operations to meet performance, call quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Provide exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labour budgets.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Arranging sufficient call agents during busy periods by creating schedules and monitoring call-outs.
(AVP Branch Banking) Customer Service Manager
Oversea-Chinese Banking Corporation
10.2011 - 06.2014
- Managed and resolved both premier and mass markets feedback and complaints effectively.
- Developed excellent customer service with OCBC Can-Do spirit with team.
- Ensure process and documentation adhere to compliance and regulatory.
- Ensured accurate processing of large cash volume transactions during peak hours.
- Maintained vigilant on large cash transactions and minimized possibility of frauds and money laundering.
- Evaluated employee performance and provide constructive feedback to improve their key performance indicators.
- Expedited end of day closing procedures with organized documentation and efficient balancing of accounts.
- Conducting regular audits of cash drawers and vaults, ensuring accuracy and compliance.
- Reviewing sales documentation and conduct world check on new application.
- Enhanced operational efficiency by consistently reconciling daily transactions and resolving discrepancies.
- Rostering and schedule staff daily and during peak periods including eve of public holidays and weekends.
- Review sales documentation and conduct world check to ensure applications conform to regulation.
- Mentor team in new product development, customer service skills and leadership capability.
- Conduct daily reconciliation of cash related operation.
Customer Service Manager
The Hong Kong and Shanghai Banking Corporation Limited
05.2007 - 10.2011
- · Oversaw liquidity and cash management operations ensuring sufficient liquidity for next day operation.
- · Ensuring safe-box process follows in accordance with compliance and regulatory.
- Monitored counterfeit bill detection efforts, ensuring adherence to established security protocols in each transaction.
- Increased team productivity by training new employees on proper cash handling procedures and best practices.
- Ensured accurate processing of cash transactions and foreign currencies.
- Enhanced operational efficiency by consistently reconciling daily transactions and resolving discrepancies.
- Upheld strict record-keeping standards, meticulously documenting all transactions and maintaining clean audit trail.
- Conducting regular audits of cash drawers and vaults, ensuring accuracy and compliance.
- Ensured end-of-day closing with accurate and efficient balancing of accounts.
- Addressed client concerns with empathy, providing solutions that enhanced overall satisfaction levels.
- Managed ATM servicing tasks such as replenishing funds, troubleshooting issues, and coordinating maintenance support when needed.
- Strengthened internal controls by adhering to company policies and regulatory guidelines during cash handling activities to deter money laundering and fraudulent transactions.
- Ensured follow up and maintain customer satisfaction by resolving their issues promptly.
Customer Service Officer
NTUC Income Cooperatives
04.2003 - 05.2007
- Responsible for insurance claims management reporting with constant need to improvise procedures and processes related to policy to ensure seamless delivery of insurance services.
- Identify clear time frame for each process completion and submission of reports on findings and improvements to the management for any implementation of new procedures and projects.
- Mentored staff on their product knowledge & managing of customers account information and satisfaction.
- Bi-monthly involvement with contact centre manager and team leader to improve customer satisfaction, and any teething issues faced.
- Developed product training materials for contact centre, ensuring company standards met and resolve any queries raised.
- Negotiated fair settlements with policyholders while maintaining positive relationships between company and clients involved in disputes.
- Minimized fraudulent claims by conducting thorough investigations and collaborating with inter-departments.
- Improved interdepartmental communication to expedite claims processing and foster collaborative work environment.
- Managed high case volume and prioritizing tasks to ensure deadlines are met consistently.
- Prepared letters to policyholder addressing their concerns and outcome of their requests.
- Expedited claim resolution with prompt negotiation, evaluation, and settlement of claim amounts.
- Taking over and followed up escalated issues with customers and resolved promptly.
- Evaluated and settled complex insurance claims in strict timeframes.
- Maintained good knowledge of insurance terminology to better communicate with stakeholders.
Skills
Customer Service and handling escalations
Complaint resolution
Problem-Solving
Staff Management
Staffing coordination and performance evaluation
MS Office
Certificates and achievements
- Certificate in CMFAS Examinations in HI, M5, M8 & M9.
- Certificate in Basic Insurance Concepts and Principles, Personal General Insurance, Commercial General Insurance
- Certificate in Service Quality Program
- Certificate for UP your service program
- Bachelor of Science in Banking & Finance (Honors) University of London
- GCE A Levels Jurong Junior College
- GCE O Levels Queenstown Secondary School
- Lean 6 Sigma
- Microsoft Excel Intermediate and Advance Certification
Software
MS Powerpoint
MS Outlook
AS400, CRM and Lotus Notes
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Cantonese
Intermediate (B1)
Teochew
Intermediate (B1)
Timeline
Assistant Manager (Health Strategy)
Income Insurance Limited
10.2020 - Current
Customer Service Manager (Branch Services)
Income Insurance Limited
10.2015 - 10.2020
Assistant Manager (Contact Centre)
Aviva Ltd
06.2014 - 09.2015
(AVP Branch Banking) Customer Service Manager
Oversea-Chinese Banking Corporation
10.2011 - 06.2014
Customer Service Manager
The Hong Kong and Shanghai Banking Corporation Limited
05.2007 - 10.2011
Customer Service Officer
NTUC Income Cooperatives
04.2003 - 05.2007
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