Profile
High energy and passion for working with people.
Flexible and adaptable, able to work well individually and within a team.
Reputation for displaying professionalism and ability to work under pressure.
Demonstrated capacity to work effectively with different personality types.
Fast learner with good communication skills.
Education and Training
Stamford College (2005 – 2007)
Cambridge A-Levels: Law, Business and Economics
S.M.K. Taman SEA (2002 – 2004)
SPM – 1 Distinction and 5 Credits
National Service Military Certification
Corporate Flight Attendant Training (2007 – 2013)
(Trained by KAC Corp. Flight Services Department)
SEP Training (B777-200, A340/330/320/319/319)
In flight cabin services training on all aircrafts.
CRM training programmes every other year.
Aviation First Aid course.
Work Experience
Customer Service Trainer,Manager – Learning & Development (HR)
(Present)
• Assessing both knowledge and skill of the employees, thorough observation, interview and survey.
• Planning and designing appropriate training regimens and materials
• Using the assessments as benchmarks and offering evidence of the effectiveness of training and the organizational change.
• Training the trainees about curriculum design, public speaking and to be able to coach their individual teams.
• Analysing and targeting the company’s learning needs, company’s goals and charting plans to execute these goals fully.
• Taking employee assessments into consideration while determining the subject, content and the technique of training.
• Planning and detailing the training strategy, objectives and time line in order to create a developed and great curriculum design.
• Delivering training which would include everything from newly hired training to that of professional development session.
• Communicating the topics effectively by properly understanding the needs of the audience and also targeting the sessions to meet their education level and skill.
• Managing training department process, including the financial system and human resources.
• Developing budgets, evaluating return on investments, hiring staff and mentoring the junior-level trainers
• Training senior management to understand the service requirements to enable them to understand the process from the front lines.
Head of Department- Guest &Member’s Services
The Royal Selangor Golf Club
2015
(conducted ad hock training consultancy for international projects simultaneously)
• Managing 4 departments (Housekeeping, Comms &PR , Events and F&B)
• Reporting directly to General Manager.
• Overseeing day-to-day operations of the Club facilities & services provided to the country’s most elite members of society.
• Monitoring extensive VIP service standards
• Overseeing day-to-day operations of all outlets (service and sales)
• Creating and implementing SOPs for all departments.
• Budgeting (Capex and Opex budgets for follow year’s projection)
• Handling out sourced F&B operators and caterers (menu , staffing, costing, kitchen equipment, legal contracting)
• Counselling and disciplining of staff (Union & Non Union members)
• Overseeing sales of events bookings and entertainment planning.
• Managing joint teams (out sourced and in-house joint projects)
• Handling 6600 Club Members of Society’s Elite.
• Developing, training and facilitating in house (on site) learning and development training modules. Primarily focusing on customer services, difficult customer handling, approach methods & team management.
Volkswagen Group Malaysia
Customer Service Manager
2015
(conducted ad hock training consultancy for international projects simultaneously)
• To observe, restructure & rectify process flow of customer services internally and externally.
• To define all processes and SOPs in relation to SOC operations as a whole.
• Supervise operations team to ensure excellence in customer service and front line support.
• Oversee and carry out performance reviews and KPI performance analysis
• Manage and supervise day to day operational issues and problems that arises providing supportive assistance to front line team members if required
• Monitor random calls to improve quality, minimize errors and track operation performance.
• Provide training to all staff to increase customer service excellence and measure improvement.
• Assist in investigating all complains, mechanical or service, liaising with Principle to achieve amicable outcome.
• To closely follow up on everyday communication escalated that requires solution for smooth operations.
• Manage other operational matters that require communication with other departments.(warranty, spare parts, body&paint)
Lovisa Malaysia Sdn Bhd
Retail Branch Manager
2014
(conducted ad hock training consultancy for international projects simultaneously)
• To oversee the opening and structuring new outlets through the Klang valley.
• To provide support to sales team to achieve sales KPIs.
• To provide training and development plans to ensure competitive advantage in the market
• To develop effective sales strategies and tactical plans to achieve sales targets.
• To work with marketing team on effective sales advertising, promotional campaigns and publicity
• To ensure sales team provide customer satisfaction at all times
• To oversee 3 major branches within the PJ region
• To oversee ordering and selection of merchandising according to the demand of individual outlets.
• To maintain a standardized effect (brand marketing) in all stores at all times.
Qatar Airways
Premium Class Flight Attendant
2013-2014
• Completion of training for Cabin Services
• Safety Emergency Procedures for aircrafts Airbus A320 ,A319 ,A321, A330
• First Aid Aviation Certification
• Aviation Security, Dangerous Goods &Crew Resource Management
Kuwait Airways
Premium Class Flight Attendant
2007 – 2013
• Ensured passenger satisfaction and safety according to company standards on Boeing 777, Airbus 340 and Airbus 300. Duties:
• Highly skilled in performing pre-boarding security checks of aircraft, passengers and carry-on baggage
• Comprehensive knowledge of flight and emergency procedures
• Provided excellent professional world class service to Diplomats, Royalty and Decorated Military Personal
• First-aid and medical skills (Special Handling pax)
• In-depth knowledge of conducting pre-flight safety checks of cabin area
Lifetime SdnBhd
2004-2005
• Sales of health equipment located in University Hospital.
• Training and assisting patients according to prescribed medical methods from doctor.
• Training senior citizens and educating them on the latest and best fit equipment to use to better their standards of living.
• Managing KPI budget and sales target achievements.
Gene Agency
– Advertising Events Executive & Training and Development Executive (on project basis)
• Assisted in conducting audio editing for advertisements on the internet, radio and television.
• Responsible for the Public Relations of the company, talent casting.
• Assisted in the administration of quality and character building for staff and crew.
• Training the human resource department producing and executing training modules on learning and development
Language
English
Mandarin
Malay
Cantonese
(Able to converse in Arabic and Urdu
