WebRM - Retail System
NOR ILIANA ILIANA KHALID
PUBLIC RELATION, MARKETING & BUSINESS DEVELOPMENT
Kuantan, Pahang
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
22
22
years of professional experience
21
21
years of post-secondary education
2
2
Languages
Work History
MANAGER, PUBLIC RELATION & BUSINESS DEVELOPMENT
MUIP SUPERMARKET GROUP SDN BHD
10.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed and evaluated operational processes and procedures to offer retail lending products and services.
- Increased sales volume by effectively training and motivating retail sales team members.
- Boosted customer engagement by developing targeted retail advertising campaigns.
- Analyzed trends and sales targets to create distribution plans for retail partners.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Handle all project from Kerajaan Negeri Pahang, Jabatan Kebajikan Masyarakat, MUIP and others.
- Direct person with Jabatan Kerajaan Pahang / NGO's and others.
- Planing for Event.
- Handle sosial media
- Maintained strong relationships with key stakeholders, including government officials and local community leaders, ensuring a positive working environment for all parties involved in business.
RESIDENT MANAGER
D'EMBASSY RESIDENCE SUITES
12.2012 - 09.2021
- Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
- Conducted thorough background checks and interviews to ensure selection of high-quality tenants, reducing turnover and maintaining stable community environment.
- Boosted overall property security with implementation of modern surveillance systems and strict access controls.
- Adapted marketing strategies to target demographics, effectively filling vacancies with suitable residents.
- Conducted property move-ins, move-outs and walk-through inspections.
- Implemented preventative maintenance programs, extending the life of equipment and reducing repair costs.
- Supervised maintenance staff, providing guidance on work priorities and ensuring completion of tasks on schedule.
- Enhanced resident satisfaction by promptly addressing and resolving maintenance issues and complaints.
- Maintained safety standards within the property, conducting regular checks and initiating corrective measures when needed.
- Conducted regular training sessions for staff on customer service and emergency procedures, elevating overall service standard.
- Improved property value through regular inspections, identifying necessary repairs and upgrades.
- Organized community events that fostered resident engagement, promoting a strong sense of camaraderie among neighbors.
- Assisted in marketing efforts to promote available units through various channels such as online listings, open house events, and local advertising.
- Improved communication channels between management and residents, ensuring concerns were addressed in timely manner.
- Coordinated with leasing agents to maintain high occupancy rates and attract quality tenants.
- Organized and supervised staff, ensuring high levels of cleanliness and maintenance were consistently achieved.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Maximized rental income while minimizing expenses through effective planning and control.
BUSINESS DEVELOPMENT & LIASON EXECUTIVE
TMG GROUP
12.2012 - 09.2021
- Managing and retaining relationships with Government connection
- Direct person for Tunas Manja Sdn Bhd with Pengarah Tanah & Galian Pahang (YH Dato' Haji Fadzilla Bin Haji Salleh)
- Handle project and dealing with Government (Setiausaha Kerajaan Negeri & Pejabat Tanah) for new land application
- Keep on follow up for the status of the land
- Always communicate with Land Broker to get a new land for new project
- Direct person for Tunas Manja Group with Menteri Besar Pahang (YAB Dato' Sri Wan Rosdy B Ismail)
- Direct person for Tunas Manja Group with Setiausaha Sulit Kanan Menteri Besar Pahang (YH Dato' Hj Mohd Yusly B Ibrahim)
- Direct person for Tunas Manja Group with YB Kewangan Negeri Pahang (YH Dato' Indera Nazri B Abu Bakar)
- Handle all project from Kerajaan Negeri to Tunas Manja Group (example : Covid-19, Banjir, Bantuan Bencana n etc.)
- Dealing and discussion with Ahli Majlis Bandaraya to get an empty land for TMG future project
- Dealing and discussion with Ahli Majlis Bandaraya to get an empty shop lot for TMG new outlet
MERCHANDISING EXECUTIVE
TMG GROUP
12.2012 - 09.2021
- Managing and retaining relationships with Supplier
- Collaborating with suppliers, manufacturers, and stores to ensure proper execution of plans
- Creating and organizing promotions and advertising campaigns
- Managing layout plans of store and maintain inventory of products
- Analyzing sales figures - reporting growth, expansion, and change in markets
- Always ask for the best price for every product
- Request for offer price Weekend Sales / Canopy Sales / School Holiday / Public Holiday and etc
- Monitoring Scan Data sales after promotion and doing claim with supplier
- Monitoring new product listing
MANAGEMENT INFORMATION SYSTEM SUPERVISOR
TMG GROUP
12.2012 - 09.2021
- Handle and control all Tunas Manja Supermarket
- Doing price change according to the invoice given by outlet
- Request latest price product from Merchandising Department to be update into system
- Doing monthly report for TMG management meeting
- Doing Scan Data sales after event or promotion
- Monitoring all promotion item
- Preparing Pop Card for promotion or event item
FRONT OFFICE LECTURER
IMPERIA ACADEMY OF TOURISM
09.2009 - 11.2012
- Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
- Created and designed quizzes, tests and projects to assess student knowledge.
- Developed strong relationships with colleagues, collaborating on curriculum development and sharing best practices in teaching strategies.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Cultivated critical thinking skills through challenging assignments that required analysis, synthesis, and evaluation of information from various sources.
- Prepare question bank
- Assessed student learning outcomes, refining teaching methods to better meet educational goals.
- Applied innovative teaching methods to encourage student learning objectives.
FRONT OFFICE SUPERVISOR
JW MARIOTT HOTEL [YTL Hotels]
05.2008 - 08.2009
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Consistently exceeded revenue goals by upselling hotel amenities, services, and room upgrades.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, prepared, and delivered reports to various departments.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
FRONT OFFICE ASSISTANT
VISTANA HOTEL KL [YTL Hotels]
12.2006 - 04.2008
- Managed guest complaints effectively, ensuring prompt resolution and maintaining customer loyalty.
- Trained new employees on front office procedures, contributing to a consistent guest experience across all team members.
- Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Coordinated group reservations to accommodate specific requests, resulting in successful events and satisfied clients.
- Maintained a high level of guest service, resulting in positive online reviews and repeat business.
- Achieved higher occupancy rates with proactive room inventory management.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
- Processed payments accurately and efficiently, minimizing billing discrepancies and disputes.
- Streamlined front desk operations for improved guest experience and increased staff productivity.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Responded to inquiries from callers seeking information.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
FRONT OFFICE AGENT
TANJONG JARA RESORT [YTL Hotels]
07.2004 - 11.2006
- Managed guest complaints effectively, ensuring prompt resolution and maintaining customer loyalty.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Coordinated group reservations to accommodate specific requests, resulting in successful events and satisfied clients.
- Maintained a high level of guest service, resulting in positive online reviews and repeat business.
- Achieved higher occupancy rates with proactive room inventory management.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
- Supported sales efforts by assisting with site tours for potential clients, showcasing the property''s amenities and services.
- Developed strong relationships with local businesses to provide personalized recommendations for dining or activities based on guest preferences.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Responded to inquiries from callers seeking information.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Served as corporate liaison for finance, IT, and marketing departments.
RESORT SUPERVISOR
TENGGOL CORAL BEACH RESORT
05.2003 - 06.2004
- Implemented regular facility maintenance programs to preserve the aesthetics and functionality of the resort premises.
- Evaluated customer feedback systematically, utilizing insights for continuous improvement initiatives.
- Championed sustainable practices throughout resort operations to minimize environmental impact and enhance eco-friendly reputation.
- Enhanced guest satisfaction by implementing personalized services and addressing individual needs.
- Introduced innovative dining concepts that catered to diverse preferences while maintaining quality standards.
- Streamlined resort operations for increased efficiency and improved guest experiences.
- Managed budgets effectively, ensuring profitability and financial stability of the resort.
- Developed contingency plans for unanticipated challenges arising during peak holiday seasons or adverse weather conditions affecting overall business operations at resorts located in popular tourist destinations worldwide-ensuring minimal service disruptions despite external factors beyond one's control.
- Optimized room allocation processes, maximizing revenue generation opportunities from bookings.
- Organized events and functions at the resort, promoting positive brand image within the local community.
INDUSTRIAL TRAINING
DE RHU BEACH RESORT KUANTAN
11.2002 - 04.2003
- Learning all the Front Office Department
- Learning all the Food & Beverage Department
- Learning all the Housekeeping Department
- Learning in Sales & Marketing Department
Education
Some College (No Degree) -
KOLEJ NEGERI KAMPUS CHEDANG
NEGERI SEMBILAN 04.2001 - 05.2011
Some College (No Degree) - PEGAWAI PENGESAH DALAMAN
INSTITUT PELANCONGAN GLOBAL
KUALA LUMPUR 04.2001 - 05.2011
SIJIL KEMAHIRAN MALAYSIA - LEVEL 2 & 3 - TOURISM AND HOSPITALITY
INFORANA COLLEGE
KUALA TERENGGANU 05.2002 - 05.2003
Skills
Personal Information
- Place of Birth: Terengganu Darul Iman
- Date of Birth: 27/02/1984
- Nationality: Malaysian
- Driving License: B2, D
Accomplishments
- CERTIFICATE OF EXCELLENCES - MUIP HOLDINGS
- FIVE STAR AWARD NOMINATION - JW MARIOTT HOTEL
- PEGAWAI LATIHAN VOKASIONAL - JABATAN PEMBANGUNAN KEMAHIRAN
- PEGAWAI PENGESAH DALAMA - JABATAN PEMBANGUNAN KEMAHIRAN
COURSES AND TRAINING
- PROGLAM LATIHAN AMAL DAN SIMULASI PENGURUSAN PUSAT PEMINDAHAN SEMENTARA (PPS) DAERAH BERA TAHUN 2024/2025
- LATIHAN PERTOLONGAN CEMAS @ ANGKATAN PERTAHANAN AWAM
- STRATEGIC RE-ALIGNMENT TOWARDS HIGH PRODUCTIVITY CULTURE (HPC)
- RETAIL MANAGEMENT SYSTEM
- OVERCOMING CHALLENGES FOR OPTIMAL RESULT (NATIONAL TRAINING WEEK)
- SUSTAINABILITY AWARENESS FOR EXECUTIVES (NATIONAL TRAINING WEEK)
- DISCOVER 5 STRATEGIES TO BECOME A SUCCESSFUL PROFESSIONAL TRAINER
- MASTERING FACEBOOK MARKETING ESSENTIAL
- KPI & MATRICS MANAGEMENT
- DIGITAL MARKETING STRATEGIES
- REAL - WORLD STRATEGIES AND STORIES
Software
HQRM - Retail System
Microsoft Office
Microsoft Word
Canva
CapCut
CONTACT PERSON
Nik Nor Faizah
011 1102 0628
Head of Finance
MUIP Supermarket Group
Timeline
MANAGER, PUBLIC RELATION & BUSINESS DEVELOPMENT
MUIP SUPERMARKET GROUP SDN BHD
10.2021 - Current
RESIDENT MANAGER
D'EMBASSY RESIDENCE SUITES
12.2012 - 09.2021
BUSINESS DEVELOPMENT & LIASON EXECUTIVE
TMG GROUP
12.2012 - 09.2021
MERCHANDISING EXECUTIVE
TMG GROUP
12.2012 - 09.2021
MANAGEMENT INFORMATION SYSTEM SUPERVISOR
TMG GROUP
12.2012 - 09.2021
FRONT OFFICE LECTURER
IMPERIA ACADEMY OF TOURISM
09.2009 - 11.2012
FRONT OFFICE SUPERVISOR
JW MARIOTT HOTEL [YTL Hotels]
05.2008 - 08.2009
FRONT OFFICE ASSISTANT
VISTANA HOTEL KL [YTL Hotels]
12.2006 - 04.2008
FRONT OFFICE AGENT
TANJONG JARA RESORT [YTL Hotels]
07.2004 - 11.2006
RESORT SUPERVISOR
TENGGOL CORAL BEACH RESORT
05.2003 - 06.2004
INDUSTRIAL TRAINING
DE RHU BEACH RESORT KUANTAN
11.2002 - 04.2003
SIJIL KEMAHIRAN MALAYSIA - LEVEL 2 & 3 - TOURISM AND HOSPITALITY
INFORANA COLLEGE
05.2002 - 05.2003
Some College (No Degree) -
KOLEJ NEGERI KAMPUS CHEDANG
04.2001 - 05.2011
Some College (No Degree) - PEGAWAI PENGESAH DALAMAN
INSTITUT PELANCONGAN GLOBAL
04.2001 - 05.2011
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