Abdul Hafiz Bin Mohd Yusof
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Leader (Services)
Hyperdrive (Palawan @ Sentosa)
May.2023 - Current
- Supported Assistant Managers in Track and Ticketing Daily Operations
- Managed Karting operation experiences
- Provided a safe and fun environment for every guest
- Maintained service standards in interaction with guests
- Collaborated with staff members to enhance guest service experience
Executive (ICA Services Centre - Passport)
Immigration & Checkpoints Authority (MHA)
Jan.2023 - Apr.2023
- Processed applications and appeals according to ICA policy framework and relevant legislations
- Ensured products are delivered securely and accurately
- Handled queries and feedbacks from members of public
- Performed any other duties as required
Manager
Ministry Of Health (Covid-19 Operations)
Mar.2022 - Sep.2022
- Resolved and troubleshooting issues related to Health Alert Notice (HRN) using Zendesk (CRM)
- Part of Care Management Cell and handled clarifications on unusual cases and liaised with other cells
- Follow-up on open cases and prepared HOTO document for handing over to the next shift
- Assisted Assistant Director (AD) and Senior Manager (SM) on promulgation of SOPs and workflows
- Part of a group that coordinated with STB in preparation of handing over of STB's roles in managing SHN roles and responsibilities as well as improve on current workflows
- Leveraged on technology and support workflows of internal stakeholders effectively and efficiently
- Performed any other duties/undertake ad-hoc projects as required
Supervisor (Service Ops)
Mount Faber Leisure
Apr.2020 - Dec.2021
- Planned and delegated team manpower needs
- Led the team in day-to-day operations
- Endorsed team's daily checklist reports
- Performed roving duties
- Regulated queue management systems during peak periods
- Incident Management
- Managed incidents/feedback and escalate promptly
- To be a point of contact (POC) to management for incident reporting
- Ensured Safety Management Measures (SMM) are in order and adhered to
- Liaised with state agency and on-site resources when required
- Guided team in Incident Report writing in the absence of Supervisor
- Handled and oversaw daily operations of the Operations Command Centre (OCC)
- Administration / Human Resource
- Planned and executed the teams' training schedule
- Monitored staff training records are tracked and updated
- Planned and managed Service Operations' team monthly rostering and overtime submission
- Trained new Service Operations Officer through OJT
- Assisted with any additional duties or projects as required
Senior Officer (Service Ops)
One Faber Group
Apr.2018 - Mar.2020
- Handled queue management during peak periods (i.e., Public Holidays)
- Resolved on-ground incidents and escalate promptly
- Performed roving duties
Officer (Service Ops)
Mount Faber Leisure Group Pte Ltd
Apr.2017 - Mar.2018
- Handled queue management during peak periods (i.e., Public Holidays)
- Resolved on-ground incidents and escalate promptly
- Performed roving duties
Officer (Guest Relations)
Mount Faber Leisure Group Pte Ltd
Jul.2016 - Mar.2017
- Answered enquiries through hotline calls
- Handled events and dining reservations
- Processed membership applications and upkeep accuracy of data
Education
Some College (No Degree) - Intergrated Events Management
Republic Polytechnic
Singapore Apr.2010 - May.2013
Some College (No Degree) - Business Studies (Events Management)
Institute of Technical Education
Singapore Apr.2008 - Mar.2010
Skills
- Effective Customer Service
- Teamwork and Collaboration
- Guest Satisfaction
- Safety
- SOP Adherence
- Guest Relations
- MS Office
- Scheduling
- Emergency Preparedness
- Incident Escalation
- Customer Inquiries
Certification
- Respond to Fire Emergency in Buildings (CERT - 2023)
- Licensed CERT First Aider (CPR/AED) 19 May 2023 - 19 May 2025
- Your Essential Guide to Information and Cybersecurity (Self-Directed E-Learning – NTUC LXP 2022)
- Employee Awareness: Excellence in Customer Service (Self-Directed E-Learning – NTUC LXP 2022)
- Introduction to Data Science & Analytics: Data Driven Decision (Self-Directed E-Learning – NTUC LXP 2022)
- WSQ Operate Forklift
- Threat and Intelligence Detection (2021)
- Excellent Service Award 2019 (Gold)
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Team Leader (Services)
Hyperdrive (Palawan @ Sentosa)
May.2023 - Current
Executive (ICA Services Centre - Passport)
Immigration & Checkpoints Authority (MHA)
Jan.2023 - Apr.2023
Manager
Ministry Of Health (Covid-19 Operations)
Mar.2022 - Sep.2022
Supervisor (Service Ops)
Mount Faber Leisure
Apr.2020 - Dec.2021
Senior Officer (Service Ops)
One Faber Group
Apr.2018 - Mar.2020
Officer (Service Ops)
Mount Faber Leisure Group Pte Ltd
Apr.2017 - Mar.2018
Officer (Guest Relations)
Mount Faber Leisure Group Pte Ltd
Jul.2016 - Mar.2017
Some College (No Degree) - Intergrated Events Management
Republic Polytechnic
Apr.2010 - May.2013
Some College (No Degree) - Business Studies (Events Management)
Institute of Technical Education
Apr.2008 - Mar.2010
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