HAYATI BINTI MUSTAPHA
Selangor
Summary
Seasoned professional with 13 years in the airline sector, focusing on client management and service excellence. Experience includes nearly 2 years as a customer service officer at Telco Singapore. Over 4 years of leadership in human resources and administration within a construction firm, showcasing effective multitasking and problem-solving abilities. Committed to driving organizational success through proactive engagement and quick learning.
Overview
26
26
years of professional experience
Work History
Chief Relation Officer Human Resources
Binascape (M) Sdn Bhd
Selangor, Malaysia
08.2025 - Current
- Led full-spectrum Human Resources functions covering talent acquisition, payroll administration, attendance and leave management, employee relations, and HR operations.
- Developed and implemented HR policies, frameworks, and Standard Operating Procedures (SOPs) to ensure regulatory compliance and operational consistency.
- Partnered with senior management to drive strategic HR initiatives, including workforce planning, organisational development, and performance management.
- Managed complex employee relations matters, including disciplinary actions, domestic inquiries, and grievance handling, in compliance with Malaysian labour laws.
- Oversaw end-to-end payroll processes, ensuring accuracy, timeliness, and adherence to statutory, and audit requirements.
- Designed and executed performance management systems, including KPI frameworks, and appraisal processes to support a high-performance culture.
- Led learning and development initiatives, identifying training needs, and implementing programmes to enhance workforce capability.
- Drove continuous improvement in HR processes, increasing efficiency, and strengthening internal controls.
- Ensured full compliance with labour regulations, company policies, and corporate governance standards.
Human Resources Manager
NZ WORLD TOURS & TRAVELS
Kuala Lumpur, Malaysia
09.2024 - 08.2025
- Manage day-to-day HR functions, including recruitment, employee relations, and compliance with labour laws.
- Administer employee records, handle benefits administration, and support performance management processes.
- Lead recruitment efforts by creating job postings, conducting interviews, and coordinating the onboarding process for new hires.
- Develop and implement training programmes to enhance employee skills, and career development.
- Address and resolve employee issues and conflicts, ensuring a positive, productive work environment.
- Implement and enforce HR policies and procedures to ensure consistent application across the organisation.
- Prepare and analyse HR metrics and reports to inform strategic decisions and improve HR practices.
Receptionist
EMBASSY OF THE REPUBLIC OF KOREA
01.2024 - 05.2024
- To answer the Embassy phone calls and respond in assisting the diplomatic, consular, and other official activities of staff of the Embassy.
Liaison Officer
MYAIRLINE SDN BHD
Selangor, Malaysia
12.2022 - 10.2023
- Coordinate ground operations, ensuring the safe and efficient movement of aircraft. My responsibilities include meticulous planning, team leadership, and oversight of both domestic and international stations to ensure a safe and efficient operation of the aircraft movement.
Customer Service Agent & Secretary
MALAYSIA AIRLINES SYSTEM (MAS)
Selangor, Malaysia
12.1999 - 10.2023
- Assist passengers during check-in, including issuing boarding passes and tagging luggage.
- Address passenger inquiries regarding flight schedules, ticketing, baggage policies, and travel requirements.
- Handle complaints and resolve issues related to flight delays, cancellations, lost luggage, and other customer concerns.
- Process ticket changes, refunds, and rebooking as necessary.
- Assist with special needs passengers, including unaccompanied minors, elderly travelers, and those requiring medical support.
- Maintain accurate records of passenger interactions, complaints, and resolutions.
- Promote and sell ancillary services, such as upgrades, travel insurance, and loyalty programs.
- Provide comprehensive administrative assistance to the engineering team, including scheduling meetings, managing calendars, and organizing travel arrangements.
Advisor Customer Service
CONCENTRIX CORPORATION
10.2021 - 05.2022
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution. Keep records of customer interaction, process customer accounts.
- Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.
- Answer incoming calls to respond to customer's complaint (backlog).
- Management and resolving customer complaints.
- Identify and escalate issues to the respective departments.
- Provide product and service information to customers.
HR & Procurement Manager
TSL TIMEX ENTERPRISE
03.2019 - 06.2021
- Manage day-to-day HR functions including recruitment, employee relations, and compliance with labor laws.
- Administer employee records, handle benefits administration, and support performance management processes.
- Lead recruitment efforts by creating job postings, conducting interviews, and coordinating the onboarding process for new hires.
- Develop and implement training programs to enhance employee skills and career development.
- Address and resolve employee issues and conflicts, ensuring a positive and productive work environment.
- Implement and enforce HR policies and procedures to ensure consistent application across the organization.
- Prepare and analyze HR metrics and reports to inform strategic decisions and improve HR practices.
Duty Manager & Aircraft Turnaround Executive
MALINDO AIRWAYS
09.2016 - 10.2017
- Oversee and manage the entire aircraft turnaround process, ensuring timely departure and arrival.
- Coordinate with various teams, including ground handling, maintenance, and catering, to ensure all services are delivered on time.
- Supervise ground staff, including baggage handlers, ramp agents, and catering personnel.
- Train and mentor team members on safety protocols, procedures, and customer service standards.
- Ensure all operations comply with safety regulations, company policies, and industry standards.
- Conduct regular safety audits and training sessions for ground staff.
- Analyze turnaround processes to identify areas for improvement and implement best practices.
- Monitor and track performance metrics related to turnaround times and staff productivity.
- Act as a liaison between flight crews, ground staff, and airport authorities to facilitate smooth operations.
- Ensure that ground staff provide excellent customer service, addressing passenger needs and concerns during the turnaround.
- Prepare reports on turnaround performance, safety incidents, and staff performance.
- Respond to emergencies or unexpected situations during aircraft turnaround, coordinating with relevant teams to minimize disruption.
Customer Care Officer
SUDONG SDN BHD
01.2011 - 12.2012
- Handle incoming customer inquiries via phone, email, or chat.
- Provide accurate information about products, services, and promotions.
- Diagnose and resolve customer complaints about billing, service disruptions, or technical issues.
- Assist customers with account-related queries, including plan changes, upgrades, and payment processing.
- Build and maintain positive relationships with customers, promoting loyalty and retention.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Identify opportunities to upsell or cross-sell products and services based on customer needs.
Education
Open University of Malaysia (OUM) - Business Studies/Administration/Management, Management
Open University of Malaysia (OUM)
01-2004
Sek . Men. Keb. Dang Anum -
Sek . Men. Keb. Dang Anum
Merlimau, Melaka01-1998
Skills
- Communication skills
- Computer literacy
- Microsoft Office proficiency
- Ability to work under pressure
- Team collaboration
- Attention to detail
- Confidentiality and discretion
- Strong work ethic
- Supportive and friendly demeanor
- Flexible approach
- Talent acquisition
- Payroll administration
- Employee relations
- Performance management
- HR policy development
- Customer engagement
- Teamwork
- Patience and tolerance
- Empathy and compassion
References
- Dato ’Mohammed Fadzil Abdul Razak, Non-Executive Director, +6019-257 0458
- Ms. Lee Hynjoo, Third Secretary Korea Embassy, +6012-2954768
Hobbies and Interests
- Reading Books
- Watching Movies
- Singing
Custom Section
Busking and live music performances
Emceeing at events and functions
Songwriting
Languages
English
Upper Intermediate
B2
Malay
Proficient
C2
Korean
Elementary
A2
Interests
- Music (singing & songwriting)
- Reading
- Film appreciation
Timeline
Chief Relation Officer Human Resources
Binascape (M) Sdn Bhd
08.2025 - Current
Human Resources Manager
NZ WORLD TOURS & TRAVELS
09.2024 - 08.2025
Receptionist
EMBASSY OF THE REPUBLIC OF KOREA
01.2024 - 05.2024
Liaison Officer
MYAIRLINE SDN BHD
12.2022 - 10.2023
Advisor Customer Service
CONCENTRIX CORPORATION
10.2021 - 05.2022
HR & Procurement Manager
TSL TIMEX ENTERPRISE
03.2019 - 06.2021
Duty Manager & Aircraft Turnaround Executive
MALINDO AIRWAYS
09.2016 - 10.2017
Customer Care Officer
SUDONG SDN BHD
01.2011 - 12.2012
Customer Service Agent & Secretary
MALAYSIA AIRLINES SYSTEM (MAS)
12.1999 - 10.2023
Open University of Malaysia (OUM) - Business Studies/Administration/Management, Management
Open University of Malaysia (OUM)
Sek . Men. Keb. Dang Anum -
Sek . Men. Keb. Dang Anum