Shafiah Hamid

Here’s a more concise version:

• Forecasting & Budgeting: Develop accurate forecasts and budgets for optimal resource allocation and financial performance, while monitoring operational cost efficiency.
• Hiring & Team Management: Recruit and manage a high-performing CX team, both in-house and outsourced.
• Performance Management: Regularly review performance metrics to drive improvements, setting metric-based goals and motivating teams for higher performance.
• Employee Experience: Foster a positive, customer-centric work environment that promotes employee satisfaction and retention.
• Seasonality & New Business: Plan and manage the CX team’s capacity to meet seasonal demand and new business needs.
• Training & Development: Ensure effective onboarding and ongoing training to enhance CX team skills and knowledge.
• Quality Assurance: Oversee quality assurance to maintain high service standards.
• Other: Identify improvement opportunities from team feedback, advocate for system/process changes, and align the team with company goals through transparency and open communication.

• Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
• Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
• Maintained front desk's concierge book to provide visitors with access to relevant local information.
• Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
• Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
• Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
• Supported event planning efforts, contributing to the successful execution of memorable occasions.
• Oversaw management of lost and found items, reuniting guests with their belongings and fostering trust.
• Leveraged technology to update guests on upcoming events and promotions, increasing participation and engagement.
• Trained new concierge staff, ensuring consistent high level of service across team.

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
• Increased employee competency with creation of targeted skill development paths.

• Provided ongoing feedback and coaching for employees to aid their professional development and improve their performance levels.
• Improved team productivity by implementing efficient staff scheduling and task delegation.
• Worked closely with the store manager on budgeting exercises that optimized expenses without sacrificing quality or customer satisfaction.
• Implemented loss prevention measures, resulting in decreased shrinkage rates and increased profitability.
• Conducted regular employee training sessions to ensure consistent product knowledge and exceptional customer service skills.

There are 6 other entities under Leza Parker Network but my job scope is to develop 2 of her brands, Spendless Cosmetics and Bebebows, into 2 countries, Singapore and Malaysia.

Singapore, BEBEBOWS:
1)Maintain relationship with Retailers such as ToyRUS to ensure roadshows or instore display is updated.
2) Manage 2 VM for storevisits reports weekly.
3) Manages the sales report with retailers.
4) Runs monthly events at Expo or with retailers.
5) Monitor production quality and designs

Singapore, Spendless Cosmetics:
1) Business development to hire more resellers for the brands.
2) Monthly events
3) Accounting
4) Liaising with US counterparts for shipments to Singapore

Malaysia,Bebebows:
1)Secure new contracts with big retailers in Malaysia, example Parksons
2) Manage 2 VM for storevisits reports weekly.
3) Manages the sales report with retailers.

Malaysia, Spendless Cosmetics:
1) Business development to hire more resellers for the brands from malaysia
2) Accounting
3) Built the Headquaters in Mont Kiara
4) Open up online retail to Malaysian

Mall Concierge for 112 Katong:

1)Handles all mall redemption/feedback/tenants
2)Handles all in-house events/promotions
3)Ensure Mall / Shoppers safety
4) Planning of Department Roster

1) Manages the whole department under Ladies Apparel
2) Ensure 99% accurate on stock take
3) Liaise directly with supplier
4) Work closely with buyer for promo

1) Rose from a Part time FOH to Supervisor
2) Handles and manage staff roster
3) Manage front of house and takeaway services
4) Overlook BOH operations