Norfaezah Mohamad Samsuri
Shah Alam
Summary
Results-driven area manager with expertise in sales operations and staff development across diverse teams. Led initiatives that improved operational efficiency and reduced costs while enhancing customer satisfaction. Developed and implemented recruitment and training strategies to cultivate high-performing teams aligned with organizational objectives.
Overview
12
12
years of professional experience
Work History
Area Manager
Jollibee Malaysia
Shah Alam, Malaysia
09.2025 - Current
- Led recruitment and hiring of top talent across multiple functions.
- Guided store managers through targeted leadership to deliver company objectives.
- Directed sales staff development using competitions and tailored coaching plans.
- Held employees accountable through training and coaching to exceed kpis.
- Set clear objectives during performance reviews and drove continuous improvement.
- Assessed employee performance to identify leadership potential and shape succession plans.
- Cultivated a positive working environment to enhance staff engagement and customer satisfaction.
- Coordinated resolution of operational issues as primary contact for area, ensuring swift response and continuity.
- Chaired operational procedure development to maximise efficiency and control costs.
- Standardised customer service protocols to elevate satisfaction and foster customer loyalty.
Area Manager
Familymart Malaysia
Klang, Selangor
07.2023 - 08.2025
- Led team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Enhanced operational efficiency by identifying improvement areas and implementing effective changes.
- Revamped underperforming teams to enhance productivity and profitability.
- Oversaw inventory management, reducing costs through accurate forecasting and strategic purchasing decisions.
- Monitored daily operations and inventory to reduce shrinkage by 2.7% through strategic oversight.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Built strong customer relationships to enhance satisfaction and drive repeat business.
Area Sales Manager
Emart24 Holdings
Subang Jaya, Selangor
11.2022 - 06.2023
- Improved team performance through ongoing coaching, training, and mentoring of sales representatives, leading to increased overall sales results.
- Cultivated positive work environment within sales team by promoting open communication, teamwork, and mutual support, enhancing collaboration and morale.
- Delivered engaging presentations at industry events, effectively promoting company products and services to potential clients.
Area Manager
PHD Delivery Sdn Bhd
03.2017 - 11.2022
- Oversaw operations of 8 location managers, ensuring consistency and quality across multiple sites.
- Increased profits through effective sales training, troubleshooting P&L areas and training new managers on a web-based collecting system and key sales tactics.
- Transformed underperforming teams into productive, profitable teams.
- Planned operations to align with schedules, considering order demands and business forecasts.
- Conducted training sessions on best practices and procedures, enhancing employee knowledge to support profitability.
- Resolved conflicts promptly to promote a positive environment for customers.
Restaurant Manager
PHD Delivery Sdn Bhd
Tanjung Karang, Selangor
08.2014 - 03.2017
- Managed daily operations to ensure efficiency, consistency, and quality in food and service, contributing to customer satisfaction.
- Streamlined front-of-house operations by implementing digital reservation systems and mobile payment options, improving guest experience.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Oversaw inventory management to reduce waste and maintain optimal stock levels, ensuring smooth restaurant operations.
- Mentored and developed staff members for career advancement opportunities, leading to a more skilled and motivated workforce.
Education
STPM - Business Study
SMK Seri Bedena
Sungai Besar12-2009
Skills
- Inventory management
- Cost control
- Operations oversight
- Order oversight
- Key performance indicators
- Performance goals
- Employee training
- Staff development
- Area management
- Customer relationship management
- Relationship management
References
- Richard Khoo, 019-2140439, General Manager, Pizza Hut
- Kok Men Jian, 012-6242639, Emart24 Head of Operation
Timeline
Area Manager
Jollibee Malaysia
09.2025 - Current
Area Manager
Familymart Malaysia
07.2023 - 08.2025
Area Sales Manager
Emart24 Holdings
11.2022 - 06.2023
Area Manager
PHD Delivery Sdn Bhd
03.2017 - 11.2022
Restaurant Manager
PHD Delivery Sdn Bhd
08.2014 - 03.2017
STPM - Business Study
SMK Seri Bedena