NUR SYAFIQAH ZAHIRAH SHAHAROM
Customer Experience Manager
Hulu Langat,10
Summary
Experienced Customer Experience Manager with a proven track record of leadership in the food and retail sectors. Proficient in team management, administration, delivering exceptional service, and optimizing operational processes. Eager to apply customer service and team leadership skills to drive growth and success within a forward-thinking organization.
Overview
15
15
years of professional experience
2016
2016
years of post-secondary education
3
3
Languages
Work History
Customer Experience Manager
McDonald's
Singapore
03.2025 - Current
- Deliver outstanding service quality to guests throughout service hours.
- Lead and inspire the service team to foster a positive and quality-driven work atmosphere.
- Implement and uphold service standards and operational procedures in coordination with management.
- Conduct regular safety checks on equipment, reporting any malfunctions and ensuring unsafe equipment is not used.
- Handle guest feedback by recognizing staff achievements and promptly resolving complaints.
- Adhere strictly to McDonald's policies, procedures, and regulations.
- Assist in shift management and support the general manager in day-to-day restaurant operations.
- Recruit, train, and schedule team members to achieve guest satisfaction, sales, and profitability goals.
- Established cross-functional teams for improved communication between departments and better customer experiences.
People Department Manager
McDonald's
10.2024 - 04.2025
- Enhanced employee engagement by implementing innovative training programs and team-building activities.
- Provided coaching to managers on effective leadership techniques, contributing to improved team dynamics.
- Led strategic planning efforts for departmental goals, aligning objectives with organizational mission and vision.
- Championed diversity initiatives within the organization, fostering an inclusive workplace culture.
- Reduced time-to-hire metrics through implementation of efficient interview scheduling procedures.
- Implemented employee retention initiatives, leading to higher overall job satisfaction and reduced turnover.
- Organized company-wide events to enhance employee morale and strengthen corporate identity.
- Managed budget allocations for People Department, optimizing resource utilization and minimizing expenses.
- Ensured compliance with labor laws through regular audits and updates to company policies.
- Developed comprehensive recruitment strategies, resulting in a diverse and skilled workforce.
- Collaborated with senior management to develop succession planning strategies, preparing the organization for future leadership transitions.
- Motivated employees through special events and incentive programs.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Monitored and handled employee claims involving performance-based and harassment incidents.
Food Quality Manager
McDonald's
04.2024 - 09.2024
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Drove process standardization by creating and implementing SOPs, resulting in increased efficiency and reduced deviations.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Calibrated instruments and scales in production area.
Assistant Store Manager
McDonald's
11.2017 - 04.2024
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Created and maintained safe and secure work environments for employees.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
Branch Manager
99 Speedmart Pte Ltd
06.2015 - 10.2017
- Executed merchandising strategies including promotions, pricing, and stock management.
- Met sales targets while maintaining store cleanliness and safety.
- Addressed customer concerns effectively and contributed to team success through collaboration.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
Internship Librarian
UniKL (MIMET)
01.2015 - 06.2015
- Organized and maintained the library's inventory including books, periodicals, and multimedia resources.
- Performed regular updates and accuracy checks on library databases.
- Assisted patrons in research and information retrieval via phone and email support.
- Created and managed content for the library website, including summaries, reviews, and blog posts.
- Researched and applied new information system techniques.
- Coordinated library events such as new student orientations and author sessions.
- Increased patron satisfaction with timely responses to reference inquiries, utilizing extensive knowledge of information sources.
- Created programs and activities to promote library usage and literacy.
- Gained practical experience in various aspects of the field, applying academic knowledge to real-world situations.
- Sorted, organized, and maintained files.
- Supported digital library collections containing e-books, audiobooks and digital media.
- Catalogued and organized books, materials and other documents for proper library management.
Cashier (Part-Time)
JMart
01.2013 - 03.2013
- Processed various forms of customer payments accurately.
- Issued receipts, refunds, and change as needed.
- Verified cash drawer amounts at shift start to ensure accuracy and sufficient change.
- Welcomed customers and provided friendly service.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Addressed customer needs and made product recommendations to increase sales.
Sales Promoter (Full-Time & Part-Time)
The Store Malaysia
01.2010 - 01.2012
- Built a positive brand image to encourage product usage.
- Recommended specific product options to meet customer needs.
- Set up product displays before demonstrations and checked after completing presentation to maintain attractive sales space.
- Ensured accurate inventory control by conducting regular stock checks, updating records as needed, and informing management of any discrepancies.
- Mastered management system to efficiently process stock delivery, sales orders and maintain customer relationships.
- Interacted effectively with diverse customer personalities.
- Increased customer interest by conducting engaging product demonstrations and providing detailed information on features and benefits.
- Brand I involve were Cheetah and Forest Sport Clothing
Education
Bachelor of Science (Hons) - Library and Information Management
Universiti Teknologi MARA (UiTM)
Puncak Perdana 01.2012 - 01.2016
Pre-University -
STPM
Malaysia01-2012
Industrial Training -
UniKL MIMET
Lumut, Perak 01.2015 - 06.2015
Expertise
HTML/HTML5, CSS/CSS3, MS Office Suite, Adobe Photoshop, Adobe Dreamweaver, Windows 7, Windows 8, Windows 10, Android, iOS, Honest, Cooperative, Adaptable, Efficient, Dependable, Hardworking, Competitive, Flexible, Pragmatic, Strong Communication, Listening, Social Skills, Cataloging, Teamwork, Trustworthiness and Ethics, Effective communication and interpersonal abilities, Ability to work collaboratively in diverse teams, Strong organizational and multitasking skills.
Personal Information
- Height: 163 cm
- Date of Birth: 07/10/92
- Gender: Female
- Nationality: Malaysian
- Marital Status: Married
- Religion: Muslim
References
Mr. Rafiuddin Bin Che Othman
Librarian, Samudera Library
UniKL MiMET, Lumut, Perak
Phone: 605-6909 058
Email: mrafiuddin@unikl.edu.my
Business Consultant
McDonald’s Singapore
Phone: 65 9790 8663
Email: raymond.tan@sg.mcd.com
Timeline
Customer Experience Manager
McDonald's
03.2025 - Current
People Department Manager
McDonald's
10.2024 - 04.2025
Food Quality Manager
McDonald's
04.2024 - 09.2024
Assistant Store Manager
McDonald's
11.2017 - 04.2024
Branch Manager
99 Speedmart Pte Ltd
06.2015 - 10.2017
Industrial Training -
UniKL MIMET
01.2015 - 06.2015
Internship Librarian
UniKL (MIMET)
01.2015 - 06.2015
Cashier (Part-Time)
JMart
01.2013 - 03.2013
Bachelor of Science (Hons) - Library and Information Management
Universiti Teknologi MARA (UiTM)
01.2012 - 01.2016
Sales Promoter (Full-Time & Part-Time)
The Store Malaysia
01.2010 - 01.2012
Pre-University -
STPM
Similar Profiles
Devin BurgessDevin Burgess
Crew Member at McDonald'sCrew Member at McDonald's
Lara NgrekotiLara Ngrekoti
Manager at McDonald'sManager at McDonald's
Yahya TIMERAYahya TIMERA
STAGE OBSERVATION at MCDONALD'SSTAGE OBSERVATION at MCDONALD'S
Taylor FrazierTaylor Frazier
Grill Cook at McDonald'sGrill Cook at McDonald's
FATIN DAYANA MD DEKRIFATIN DAYANA MD DEKRI
Social Media Marketer at Ketumbar Cafe Hulu LangatSocial Media Marketer at Ketumbar Cafe Hulu Langat