Hema Shanteney D/O Permal

Industry : Automotive

Specialize : Manufacturer of all Subaru brand vehicles,Seller, Service & Maintenance

• Lead and motivate workshop team and service advisor team to support them in every aspect for their job completions.
• Foster a positive and collaborative work environment.
• Develop and implement efficient workflow processes and smooth operation.
• Monitor staff’s daily attendance, leave application, incentive submissions. overtime submissions, comeback job reports, disciplinary improvements and target achievements.
• Prepare daily sales report for branches included pending payments, customer visit summary, unclosed invoices by service advisors and balance to go for monthly target.
• Follow up Unclosed Invoices Reports and assist to close on timely manner.
• Follow up Pending Payment Reports with Service Advisors, Insurance companies and Finance Department.
• Assist on customer complaints and provide solutions to achieve customer’s satisfaction.
• Contact customer to assist on complaint and solve their issues.
• Submit warranty claims, technical assistance submissions and conduct disposal with technical team assistance.
• Do parts stock ordering and receiving on daily basis to support operation.
• Follow up back-order parts and pending invoices for parts stock.
• Assist to complete yearly stock take to maintain good bookkeeping.
• To do planning to achieve on monthly target and revenue of the department.
• Submit PO approval to managers and submit to vendors to goods/services to support operation.
• To submit SOA and relevant approved documents to submit vendor/supplier payment.
• Ensure timely completion of customer vehicles services and repairs.
• Monitor and optimize resource allocation in workshop and parts department for smooth operation.
• Implement and enforce quality control measures by communicating with relevant personnel and departments.
• Conduct regular inspections to ensure work meets the highest standards.
• Address and resolve any customer quality issues promptly.
• Coordinate with vendors to ensure timely delivery of materials.
• Enforce safety protocols and standards within the workshop to manage Occupational Safety and Health requirements
• Assist employer by reporting OSH statistic and performance to DOSH, promote safety culture at workplace and take reasonable action pertaining to OSH compliance.
• Address and resolve any safety, health, operational, personnel issues of the team for work related purposes.
• Implement preventive measures to avoid recurring problems.
• Preparing adhoc Reports as Requested and other relevant tasks assign by Manager/HOD.

Industry : Automotive

Specialize : One stop all type of continental brand vehicle's Seller, Service & Maintenance (Eg: RollsRoyce, Bentley,Lamborghini,Ferrari,Porsche,Mclaren&etc)

• Provide superior customer service to VIP clients throughout the entire vehicle service process, from intake to deliver.
• Notify customers of any service changes or when their vehicle is ready for collection.
• Address customer inquiries and concerns, liaising with technicians when necessary.
• Handle customer inquiries via multiple channels, including phone calls, social media applications, WhatsApp, and in- person visits.
• Ensure that all automotive work meets the company's Quality Management System (QMS)standards.
• Translate customer-reported problems into detailed work orders for technicians to complete.
• Diagnose car issues based on customer descriptions and vehicle assessments.
• Coordinate with suppliers to order necessary parts and ensure their timely delivery to technicians.
• Advise customers on potential cost savings and extended warranty options.
• Maintain accurate customer records and input data into computer databases.
• Follow up on invoices and ensure timely payment collection.
• Efficiently resolve customer complaints regarding service-related matters.
• Oversee and manage the scheduling and workflow operations of the workshop.
• To initiate 5 STAR Google reviews from customers recommending company's and myself outstanding customer service as satisfaction results that increases the company's reputation and value.

Industry: Trading / Manufacturing

Specialize: Supplier Of Steel Wire Rope, Lifting Gears, Rigging Accessories For Marine And Other Industry Applications

• Ensure Quality Management System(QMS) processes are Established, Implemented and Maintained, report to Top Management on the QMS performance and where improvements are needed, ensure that everyone in the organization is aware of customer requirements.
• Ensure that the organization's QMS conforms to Customer, Internal, ISO 9001, and Regulatory/Legal requirements.
• Ensure document modifications and their implementation of Revision (Document Controller).
• Plan with Top Management, Conduct Internal Audit and Monitoring the audit cycle programme remains effective.
• Producing audit summary reports for each audit undertaken.
• Ensuring any non-conformities are listed on the appropriate non-conformities log and corrective actions are assigned to the appropriate party.
• Conducting induction training to new joiners on QMS and ISO certifications.
• Represents management during certifying or surveillance audits.

Industry : Automotive / AP Holder

Specialize : One stop all type of continental brand vehicle's Seller, Service & Maintenance (Eg: RollsRoyce, Bentley,Lamborghini,Ferrari,Porsche,Mclaren&etc)

1) Human Resource Executive

• Coordinate ad Manage the full spectrum of Human Resource function which includes recruitment process of job posting, candidate sourcing, prescreening, interviewing, selection, reference checks and new employee orientation
• Assist in development, implementation and execution of HR policies and procedure
• Prepare and update employment contracts, probation, confirmation, employee transfer and other HR administration which includes staff’s attendance, leaves, medical claim, other claims, bonus and increment records
• Prepare monthly payroll and maintain data to the highest levels of accuracy and confidentiality
• Coordinate the performance appraisal system of the employees as per requirements
• Provide HR relevant reports as and when required
• Understand and Adhere To Labor Laws up to date and Improve Staff performance
• Perform administrative and banking tasks as deemed necessary by the immediate superior from time to time

2) Account Admin

• Perform basic bookkeeping and account entries for General, Accounts Receivable, Accounts Payable and pettycash
• Perform and maintain general banking, cashflow and bank transaction
• Reconcile creditor / debtor accounts with statement records
• Controlling and monitoring of bank statement reconciliation, filling the documents and maintain financial records
• Ensure the invoices are only processed if recorded in the proper nature and account, with approval according to the approval matrix and with the supporting documents
• Ensure payment in a timely manner according to the payment cycle
• Process incoming mails concerning customer billing, invoicing, payment received and contra of account
• Communicate and resolve with customer non-payments, delayed payments, discrepancies and other irregularities via phone, email and mail
• Engage management over any accounts problems encounter and communicate with department in charge for problem solving
• Generate weekly budget and reports according to deadlines
• Assist to purchase and sourcing goods and services for company administration
• Assist for preparation and submission of the monthly financial reports, quarterly reports and other ad-hoc financial reports as and when required

3) Sales Admin

• Manage And Monitor Purchase Company Sales Imported Vehicles With Proper Documentations, Applying AP/Duty While Updating Stock list
• Assign/Guide For Complete Car Delivery For Customer With Bank Loan, Puspakom And JPJ And Prepare PNL For Each Unit Sold With Monthly Sales Report
• Follow Up On Customer Database After Sales For Service And Maintenance
• Research And Respond To Internal/External Inquiry Phone Calls And Emails On Sales

4) Personal Assistant for CEO

• Organize Meetings And Ensure That Director Is Well Prepared For Those Meetings
• Dynamic Role Supporting for GVE Group Of Companies & Subsidiaries
• Preparing Adhoc Reports As Requested And Other Relevant Jobs Assign By Director Time To Time
• Maintain Director’s Office Systems, Including Data Management, Company Secretary And Filing

Industry: Singapore Telecommunication / Mobile / Network / CableTV / Broadband, Specialize: Customer Service Consultant

• Answering Inbound Calls And Making Outbound Escalation Calls (General Enquires, Billing Enquiries, Technical Support & Up Sales).
• Trusted Customer Advisor On Inquiries And Complaint.
• Ensure To Reach Quality Assurance (QA), Soft Skills, Knowledge Retention, Customer Experience And Back-End Support.
• Promote The New Product To Customer By Maximizing Long-Term Revenue Opportunity For Company.

Industry: Singapore Telecommunication / Mobile / Network / CableTV / Broadband, Specialize: Customer Service Consultant

• Making Outbound Billing Calls Upon Customer’s Request And System Prompt (Billing Clarification, Billing Enquiries And Billing Disputes & Adjustments & Up Sales).
• Trusted Customer Advisor On Inquiries And Complaint About Breakdown Of The Charges And Pro-Rated Calculations.
• Ensure To Reach Quality Assurance (QA), Soft Skills, Knowledge Retention, Customer Experience And Back-End Support For Roaming Countries And International Direct Dialing (IDD).
• Promote The New Product To Customer By Maximizing Long-Term Revenue Opportunity For Company.