Summary
Overview
Work History
Education
Skills
Timeline
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NORITA AK GRAHI

NORITA AK GRAHI

OPERATION MANAGER
Kuching, Sarawak

Summary

Dynamic Operations Manager with a proven track record at MTR SERVICES (SARAWAK) SDN BHD, excelling in performance monitoring and customer retention. Enhanced operational efficiency, leading to increased profits and improved team accountability. Skilled in problem-solving and team leadership, fostering collaboration and driving exceptional customer service outcomes.

Overview

13
13
years of professional experience
5
5
Languages

Work History

Operations Manager

MTR SERVICES (SARAWAK) SDN BHD
05.2017 - Current
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Increased profit by streamlining operations.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reported issues to higher management with great detail.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Office Administrator

JUARA JAYA FOOD PROCESSING
04.2012 - 02.2017
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Reconciled account files and produced monthly reports.
  • Assisted in preparation and processing of payroll to facilitate prompt staff payments.

Education

No Degree - Occupational Health And Safety

ALLIANCE FOR A SAFE COMMUNITY
Kuching, Sarawak, Malaysia
04.2001 -

No Degree - BASIC COURSE OF BANKING & OPERATION

INTERBANKER CENTRE
Kuching, Sarawak, Malaysia
04.2001 -

No Degree - Hospitality Administration And Management

IBMS COLLEGE
Kuching, Sarawak, Malaysia
04.2001 -

High School Diploma -

SMK PADAWAN
Kuching, Sarawak, Malaysia
04.2001 -

Skills

    Operations management

    Problem-solving

    Customer service

    Performance monitoring

    Staff management

    Operations monitoring

    Team leadership

    KPI tracking

    Planning and implementation

    Customer retention

    Workflow optimization

Timeline

Operations Manager

MTR SERVICES (SARAWAK) SDN BHD
05.2017 - Current

Office Administrator

JUARA JAYA FOOD PROCESSING
04.2012 - 02.2017

No Degree - Occupational Health And Safety

ALLIANCE FOR A SAFE COMMUNITY
04.2001 -

No Degree - BASIC COURSE OF BANKING & OPERATION

INTERBANKER CENTRE
04.2001 -

No Degree - Hospitality Administration And Management

IBMS COLLEGE
04.2001 -

High School Diploma -

SMK PADAWAN
04.2001 -

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NORITA AK GRAHIOPERATION MANAGER