Wayne Jansen


Combined 14 years of experience in Customer Service, Marketing, Sales and Administration. An excellent Customer oriented individual that would go the extra mile to delight the customer and not just satisfy.

Was awarded the American Express Global Network Star Performer Award for outstanding Customer Service.                                                                                              

Work History

Work History
May 2006 - Dec 2015

Manager Administration                                                               Personal Assistant to the Group CEO - SAMH & SACS

St Andrew's Mission Hospital (SAMH) & Singapore Anglican Community Services (SACS) - Singapore
  • Responsible for the general administration of the hospital  and welfare service, ensuring cost effectiveness in the utilisation of supplies and relevant resources at the head office and services.
  • Implementing, monitoring and improving service standards to deliver an efficient service. Preparation of systems manuals and operating procedures.
  • Scheduling and coordinating  the Group CEOs calendar.
  • Working with the CFO and CEO in the budgeting process, key project management, evaluation of strategic outcomes of the services.
  • Reviewed and responded to government tenders, prepared RFPs and RFIs for various projects, ranging from Nursing Home projects to rehabilitation project funding. 
  • KPIs included overall service management and delivery, maintaining and reporting on compliance matters relevant to the service, evaluating effectiveness of the funding and monitoring disbursements of funds. 
  • Responsible for overall corporate governance of both, the hospital and the welfare service. preparing and submitting periodical corporate  governance reports to the board of management and government bodies. Coordinating the Preparation of annual reports for both, the hospital and the welfare service.
  • Attending board of management and other committee meetings to write meeting minutes  and assist the Group CEO in action items and follow up items. 
  • Handled customer service and complaints via the phone, email, and face to face discussions. Worked out solutions and responses and managed relationships. Managed the helpdesk and emergency phone lines.
  • Working with the internal and external auditor to address concerns and follow up process enhancements and reporting. Maintaining an efficent filling system for the organisation.
  • Managing the Volunteers and scheduling them to services.
  • Reviewing insurance needs, working with insurance agents to formulate or customise policies and also managing claims.

May 2004 - May 2006

Senior Banking Assistant (American Express Cards)

American Express (Nations Trust Bank - Sri Lanka) - based on my performance at my last job, I was invited to work with American Express- Nations Trust Bank  
  • Responsible for growing the Amex merchant base and increasing the acceptance of Amex cards around the island.
  • Sales and promotion of American Express Cards via cold calling and merchant leads.
  • Working at the American Express Call Centre to manage merchant breakdowns and queries. 
  • Working with the marketing and sales departments to create promotions and increase card revenue.
  • Responsible for managing relationships with key merchants and ensuring a high-quality of service is provided.
  • Working with POS machine vendors to ensure breakdowns at merchant locations are addressed effectively, and if not, working with merchants to come up with temporary solutions during such breakdowns.
  • Organising merchant training sessions on fraud detection, POS machine handling and card sale consolidation and reporting.