Safiah Mastura Binti Baharuddin
Tour Guide, Sales Associate , Musician
Kajang,Selangor
Summary
Proven leader and adaptable communicator, I excelled at MKJ Tours Sdn Bhd by enhancing guest satisfaction and increasing repeat visitors through exceptional storytelling and relationship building. Leveraging effective communication and problem-solving aptitude, I contributed to efficient route planning. My multilingual abilities and mixing skills further diversified my professional portfolio, driving client satisfaction across various freelance projects. Offering excellent customer service and public speaking skills. Career success working with visitors and travelers to create entertaining and educational experiences. Goal-oriented individual versed in greeting high-volume of customers and recommending merchandise based on individual requirements.
Overview
11
11
years of professional experience
Work History
Lead Tour Guide
MKJ Tours Sdn Bhd
2023.01 - Current
- Adapted quickly to unforeseen changes in weather or venue availability, creating alternative plans as necessary without compromising guest satisfaction.
- Improved overall guest satisfaction by addressing questions and concerns promptly and professionally throughout the tour.
- Received consistent positive feedback from guests regarding exceptional storytelling skills and in-depth knowledge of the area''s history.
- Created a welcoming atmosphere for all guests by fostering an inclusive environment that catered to diverse needs and preferences.
- Maintained up-to-date knowledge on local history, events, and attractions to provide relevant context during tours.
- Optimized routes for accessibility, safety, and time management concerns while highlighting key points of interest throughout the tour.
- Increased repeat visitors by providing personalized recommendations for additional attractions based on guest interests.
- Contributed to an increase in tour group bookings through excellent customer service and tailored tour content.
- Established strong relationships with local businesses to enhance cross-promotional opportunities between tours and other attractions or services.
- Trained new tour guides on company policies, procedures, and tour delivery techniques, ensuring quality standards were met consistently.
- Collaborated with fellow guides to develop strategies for handling large groups efficiently while maintaining individual attention for guests.
- Coordinated with event planners to arrange customized tours for special occasions, resulting in memorable experiences for attendees.
- Ensured the safety and wellbeing of guests during tours by complying with all relevant regulations and adhering to established risk management protocols.
- Built personal relationships with guests to promote positive experiences.
- Delivered timely and accurate updates to tour coordinator regarding tour progress.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
- Established positive relationships with tour members through fun and engaging conversation.
- Informed tour members of safety risks associated with attractions, confirming customer security.
- Worked closely with management staff to create new and lucrative tours.
- Guided groups of up to 23 people on scheduled tours.
- Assisted tour members with luggage, bags and maps while handling other helpful tasks.
- Furnished customers with unique experiences by developing and creating new tour routes.
- Planned and executed efficient tour routes by using maps and other navigational tools.
- Demonstrated superior professionalism while interacting with customers and vendors.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
- Increased repeat customer rates, building strong relationships through personalized interaction and follow-up.
- Trained new hires ensuring they were well-prepared knowledgeable about their assigned tours before leading them independently.
- Checked tour vehicles for cleanliness, safety and functionality.
- Enabled smoother negotiations for clients with foreign counterparts by offering real-time interpretation support.
- Assisted foreign language-speaking clients with inquiries.
Freelancer
The Artsy Crafty, Niruni Recording, Siser Asia
2013.03 - Current
- Enhanced client satisfaction by delivering high-quality work within deadlines.
- Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
- Developed customized solutions to address unique client needs, resulting in repeat business and referrals.
- Strengthened client relationships with consistent communication and timely project updates.
- Managed multiple design projects simultaneously, ensuring timely delivery within budget constraints.
- Produced high-quality product packaging designs that successfully captured target audience attention and led to increased sales revenue.
- Enhanced artists'' creativity by providing expert guidance on song arrangements and production techniques.
- Optimized sound quality in recordings by utilizing advanced mixing techniques and professional audio software tools.
- Sourced talented session musicians for recording projects, enhancing the overall musicality of clients'' work.
- Provided constructive feedback to artists during songwriting sessions, refining lyrics and melodies for maximum impact.
Sales Associate
Heinemann Tax & Duty Free
2023.07 - 2023.12
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Helped customers locate products and checked store system for merchandise at other sites.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
Education
SPM -
SMK Seri Serdang
Seri Kembangan, Selangor, Malaysia12.2010
Skills
Effective Communication
Friendly and Helpful
Multitasking
Honest and Dependable
Relationship selling
Relationship Building
Studio Recordings
Mixing skills
Multilingual Abilities
Adaptability
Problem-solving aptitude
Effective Communication
Languages
Malay, English
Native language
Japanese
Elementary
A2
Chinese (Mandarin)
Beginner
A1
Korean
Beginner
A1
Interests
Music
Make up
Skin Care
Arts
Timeline
Sales Associate
Heinemann Tax & Duty Free
2023.07 - 2023.12
Lead Tour Guide
MKJ Tours Sdn Bhd
2023.01 - Current
Freelancer
The Artsy Crafty, Niruni Recording, Siser Asia
2013.03 - Current
SPM -
SMK Seri Serdang
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