NICHOLAS KEA FONG

• Direct end-to-end BPO service delivery, including capacity planning, resource allocation, and budget oversight.
• Ensure strict adherence to regulatory requirements, client-specific SLAs, KPIs, and data protection standards.
• Strengthen operational capabilities through system enhancements and performance management frameworks

Key Achievements:

• Spearheaded procurement, installation, and commissioning of Gym for MINDEF, meeting all compliance and security protocols.
• Designed and deployed a secure usage tracking and registration system with real-time utilization monitoring and analytics.

• Oversaw multi-department operations, including Facility Management, Corporate Communications, Service Quality, Referral & Admissions, Biomedical Engineering, Kitchen, Housekeeping, Security and Store.
• Developed and executed sustainability and donor communication plans.
• Ensured operational compliance with healthcare regulations and safety standards.

Key Achievements:

• Introduced two incident management systems, improving turnaround by 33% (complaints) and 50% (facility issues).
• Enhanced online visibility with a mobile-responsive website, driving 20% traffic growth.
• Commissioned new dialysis centre to support 60% more renal patients.
• Implemented energy-saving initiatives including LED lighting and exhaust ventilation during COVID-19.

• Led 200-seat contact centre operations, including fieldwork, training, and quality functions.
• Oversaw project lifecycles from planning through closure under tight timelines.

Key Achievements:

• Improved survey closure rates from 75% to 83% through enhanced training and incentive programs.
• Increased first-call engagement by 15% via targeted coaching and quality frameworks.

• Directed operations across 7 floors of outpatient care, focusing on resource planning and system readiness.
• Developed SOPs in alignment with clinical governance standards.

Key Achievements:

• Delivered end-to-end patient journey planning for over 40 specialties.
• Introduced “1 Queue–1 Payment” workflow, improving patient experience.

• Managed inpatient operations and diagnostic services, with oversight on performance analytics and procurement.

Key Achievements:

• Reduced patient wait times by 20% through diagnostic queue system redesign.
• Increased imaging revenue by 18% through programmatic growth strategies.
• Boosted patient satisfaction by 28% via electronic survey systems.

• Directed operations across emergency, oncology, contact centres, and concierge services.
• Led hospital readiness efforts and service blueprints for Go-Live.

Key Achievements:

• Deployed IVR and call routing infrastructure across multiple units.
• Launched IPTV and in-room tech for enhanced patient hospitality.

• Led customer operations to drive sales, ensure regulatory compliance (MAS, ISO), and resolve merchant issues.

Key Achievements:

• Migrated nationwide terminals to EMV platform.
• Reduced call volume by 40% through e-portal implementation.
• Shortened refund processing time from 7WD to 3WD.
• Developed business continuity site for contact centre operations.

• Managed contact centre, customer service centre, and training teams.
• Handled escalations and ensured regulatory and service standards were met.
• Key Achievements:
• Implemented integrated centre management system to improve efficiency.
• Eliminated 6 minutes of after-call work through process improvements.

• Managed contact centre operations and regional stakeholder engagement.
• Key Achievements:
• Rolled out EDI system across bulk orders for major healthcare and retail clients.

• Oversaw contact centre operations and developed SOPs across the supply chain.
• Key Achievements:
• Integrated CRM and SAP systems, improving resolution rates and efficiency.