FATIMATUL ZUHURA BINTI ABU BAKAR
Singapore
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Relationship Officer
Hong Leong Assurance
11 Keppel Road, Singapore
08.2023 - Current
- Excellent communication skills, both verbal and written.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Identified issues, analyzed information and provided solutions to problems.
Assistant Store Manager
Starbucks Coffee Singapore Pte Ltd
11.2017 - 01.2023
- Maintains a calm demeanors during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team
- Anticipate customer and store needs by constantly evaluating environment and customers ques
- Communicates information to manager so that the team can respond as necessary to create the Third Place environment during each shift
- Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Analyzed and interpreted store trends to facilitate planning.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
Barista/Supervisor
Starbucks Pte Ltd
04.2014 - 05.2016
- Achieve high levels of customer satisfaction through excellence in receiving, identifying, dispatching and assuring quality of goods
- Measure and report the effectiveness of warehousing activities
- Ensure inventory transactions’ accuracy
- Maintain items record, document necessary information and utilize reports to warehouse status
Portfolio Sales Officer
Citibank Pte Ltd
04.2008 - 02.2014
- Industry : Outsourcing, Review balance transfer and installment loan conversation by sales officers with customers to ensure proper verification done, correct promotion rate been mentioned and fulfillment script & terms and condition had been read as per guideline
- Approve the balance transfer or installment loan if the conversation is in order as per telemarketing guideline and did not breach compliance
- Undertake sufficient audit to ensure queues are worked in accordance with established procedures, sequences and timings
- Ensure team adheres to the audit requirements including no Data Protection Act, Other processes specific Audit, Compliance issues/ requirements
- Process orders, forms and applications
- Route calls to appropriate resource
- Document all call information according to standard operating procedures
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Education
Diploma - Digital Marketing
Kaplan Higher Education Academy
Kaplan City Campus, Wilkie Edge12.2021
Skills
Customer Service Management
- Performance Assessment
- Problem Anticipation and Resolution
- Decision Making
- Goal Setting
- Waste Management and Reduction
- Sales Tracking
- Training Management
Timeline
Relationship Officer
Hong Leong Assurance
08.2023 - Current
Assistant Store Manager
Starbucks Coffee Singapore Pte Ltd
11.2017 - 01.2023
Barista/Supervisor
Starbucks Pte Ltd
04.2014 - 05.2016
Portfolio Sales Officer
Citibank Pte Ltd
04.2008 - 02.2014
Diploma - Digital Marketing
Kaplan Higher Education Academy
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