Joseph Cheung is a Singapore Permanent Resident with over 5 years of experience in customer service roles across several industries. He has a proven track record of achieving high customer satisfaction levels and handling escalated complaints. He is currently a Customer Service Shift Manager at RedMart Pte. Ltd., where he develops customer service policies and measures satisfaction.

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
• Assist in sales whenever opportunity is presented
• Handle customer complaints and concerns on a professional level

3. • 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 bank’s customer Loan Facility, Funds & Balance Transfer.
• Servicing the client’s inquiry through telephone about their existing accounts.
• Providing knowledge to bank’s customers about latest promotions and programs.
• Goal is to encourage customers to make use of the bank’s 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:
Degree in Bachelor of Science in Business Administration Major in Marketing
Centro Escolar University, Philippines
Availability: Immediate