KAI SINGH

The Whiteley, a luxury redevelopment in Notting Hill, London, with a GDV of £1.2 billion, offering 139 super-prime apartments priced from £1.5m to over £40m. The development features retail spaces, a cinema, swimming pool, and Europe’s largest Six Senses hotel wellness centre.

• Serving as the main point of contact for homeowners post-handover, managing defect reporting and resolution during the warranty period, ensuring all issues were addressed promptly and effectively using Salesforce CRM, Zendesk, and FieldView.

• Coordinating with the main, sub-contractors and internal teams to organise and supervise repairs, ensuring compliance with warranty standards, construction processes, NHBC regulations, and the delivery of SLA’s.

• Overseeing the handover process, maintaining open lines of communication with homeowners, and handling complaints professionally, maintaining strong customer relationships and ensuring high levels of satisfaction throughout the post-handover period.

• Analysing customer feedback and data to identify trends and opportunities for improvement, optimising customer success strategies and increasing the likelihood of further property purchases.

• Contributing to the development and implementation of customer care strategies, aligning processes with UK industry standards and focusing on providing a seamless aftercare experience for homeowners.

• Collaborating with contractors to implement apartment alterations and remedial works in accordance with LTA and warranty requirements, ensuring all relevant insurance, Risk Assessment Method Statements (RAMS), permits, and licenses are submitted and approved by building management.

• Assisting to conduct comprehensive property management services, coordinating regular inspections, ensuring safety and compliance, conducting thorough lease reviews to uphold agreed terms, arranging timely maintenance, and effectively liaising with internal teams and stakeholders to address discrepancies and enforce tenant rights.

Leveraging my extensive network in China and East Asia, I chose to focus on delivering exceptional, customised services to UHNW clients. My entrepreneurial mindset and strong work ethic enabled me to cultivate meaningful relationships, utilise data for strategic insights, and manage transactions with meticulous attention to detail. Through effective communication and a commitment to excellence, I ensured seamless experiences that fostered trust and client satisfaction with luxury brands such as Rolls-Royce Motorcars and prime property developers.

• Established a luxury concierge service in response to requests from ultra-high-net-worth clients, demonstrating a proven track record of building trust and exceeding expectations through strong relationship management.

• Delivered bespoke services, including sourcing exclusive properties, luxury vehicles, and luxury items, leveraging a comprehensive understanding of Customer Success principles to enhance client retention.

• Provided a discreet and personalised service to affluent clientele, expertly navigating CRM systems, MS Office Suite, and relevant software for operational efficiency.

• Cultivated and maintained strong client relationships, consistently delivering exceptional service tailored to unique preferences, while employing a keen eye for detail to translate data into actionable insights.

• Managed transactions, negotiations, and logistics to create seamless experiences in the luxury sector, excelling in both written and verbal communication to effectively convey complex ideas to diverse audiences while overseeing multiple projects.

• Offered face-to-face and written translation services for UHNW purchasers, ensuring clear communication in business contexts.

At Northacre Limited, I served as Completions Manager on two distinguished projects: No. 1 Palace Street, a luxury redevelopment in Westminster with a GDV of £600m, featuring 72 super-prime apartments priced from £2.5m to £25m+. This development offers exclusive amenities, including a private cinema, wellness suite, and concierge services. Additionally, I managed The Broadway in Victoria, which boasts a GDV of £450m and comprises 150 super-prime apartments priced from £1.5m to £20m+, complete with landscaped gardens, a gym, pool and wellness centre. Unfortunately, Northacre Limited has since entered administration and is no longer operating.

• Utilised proficiency in Chinese Mandarin to establish and maintain vital relationships with UHNW, PEP, and VIP clients, ensuring a seamless customer journey from initial inquiry to financial completion.

• Coordinated with global financial institutions to manage client transactions and source third-party services, facilitating effective financial operations and ensuring timely completion of cases.

• Implemented and managed quality assurance processes, leveraging tools like Mbuild and Acconex to monitor and resolve defects efficiently, aligning with client and customer commitments throughout the two-year defect warranty period.

• Collaboratively worked with lenders, brokers, and borrower partners to gather and assess the relevant documentation necessary for the completion of finance cases, acting as a key bridge between sales, underwriting, and loan servicing.

• Developed a world-class customer experience for prime home purchasers, ensuring exceptional service and meticulous attention to detail throughout the completion process, setting a benchmark for excellence in residential service.

• Managed internal and external processes to ensure timely defect resolution and adherence to high standards of customer service, demonstrating a commitment to driving deals to completion in line with important SLA's.

• Supported the team by undertaking various tasks to meet business needs and client expectations, displaying strong attention to detail and the ability to thrive in a fast-paced environment with multiple concurrent tasks.

As Customer Service Manager at Berkeley St George, I was instrumental in delivering exceptional service across three major residential developments: Ealing Filmworks, with a GDV of £200 million comprising 500 luxury apartments priced from £350,000 to £1.5 million; Grand Union, featuring a GDV of £300 million and 550 contemporary apartments ranging from £400,000 to £2.2 million; and Chelsea Creek, a premier development with a GDV of £600 million, offering 300 high-end apartments priced from £800,000 to over £5 million. My role involved managing customer experiences from reservation through their two-year warranty period, ensuring satisfaction and maintaining exceptional service standards throughout their journey.

• Delivered exceptional customer service through transparent communication, achieving a 100% third-party customer satisfaction score, the highest among Berkeley Group employees, by effectively demonstrating value throughout their journey from reservation to the end of their two-year warranty period.

• Led a high-performing team to secure two blocks with a 100% customer satisfaction rating, marking a historic achievement for Berkeley, while providing ongoing training and technical support to enhance client engagement and service quality.

• Enhanced the customer experience by developing creative video content and providing regular updates, ensuring timely communication and troubleshooting issues which significantly improved client interactions.

• Collaborated closely with financial institutions, brokers, agents, and housing associations, consistently meeting performance targets and ensuring timely project completions, while tracking and analyzing usage data to inform strategies for increasing client engagement.

• Utilized tools such as FieldView, Acconex, Microsoft C360, and MBuild to manage defects and snagging processes, ensuring quality inspections met NHBC standards for domestic and international premium new build purchasers.

• Generated comprehensive reports on defect management and customer interactions, leveraging CRM systems to analyze customer expectations and improve service delivery in alignment with the needs of contractors and global property managers.

• Fostered strong interpersonal relationships with clients and stakeholders including local councils, ensuring effective communication and collaboration that enhanced overall project success and satisfaction within the social housing elements of the projects I worked accross. • Actively engaged in warranty management processes to address and resolve client concerns, contributing to an environment focused on continuous improvement in service delivery.

In my role as Relationship Manager at I-AMG, a company specialising in wealth, and asset management, I successfully supervised international teams while managing key relationships across China, Taiwan, Vietnam, and India.

• Supervised a team of six managers, each overseeing portfolios of approximately 60 clients, while personally maintaining relationships with around 40 UHNW, PEP and VIP clients, ensuring efficient on-boarding and value demonstration.

• Delivered impactful presentations in English and Mandarin at global conventions and exhibitions, utilising SQL and data visualisation tools to convey critical insights and inform sales strategies, while providing ongoing training, technical, and product support to enhance client engagement.

• Analysed key performance indicators and executive reports to drive exceptional client service, supporting account executives in troubleshooting client issues.

• Increased recurring customer sales from 47% to 90% by developing and executing strategic business plans, fostering robust professional networks, and enhancing client relationships through meticulous tracking and analysis of data. • Travelled internationally for high-stakes sales meetings, cultivating strong relationships with key accounts and clients, and supporting business growth initiatives to expand the firm's market presence.

At FuLiang Financial Services, a firm specialising in investment management and financial advisory, I served as an International Account Manager, overseeing a diverse portfolio of high-net-worth clients across Mainland China, Hong Kong, Taiwan, and Vietnam.

• Supervised a diverse portfolio of high-net-worth clients across Mainland China, Hong Kong, Taiwan, and Vietnam, ensuring exceptional service and fostering relationship growth.

• Drove revenue growth through strategic up-selling and the introduction of new investment opportunities, contributing to a 26% year-on-year increase while supporting fundraising efforts for Hong Kong Stock Exchange IPOs.

• Served as the primary liaison for CEOs and key decision-makers, providing strategic advisory services to maintain high client satisfaction. • Enhanced internal workflows to optimise operations, collaborated with sales teams to ensure quality and compliance, and led team-building initiatives to develop compelling sales pitches.