Ahqiad Azman
Customer Experience Manager
South West
Summary
Accomplished Customer Experience Manager with a proven track record at McDonald's, enhancing customer satisfaction and streamlining operations for efficiency. Expert in cross-functional collaboration and customer journey mapping, I've led teams to achieve significant improvements in service delivery. Skilled in data analytics and fostering a culture of continuous improvement, my leadership has cultivated high-performing teams and exceptional customer service standards. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
13
13
years of professional experience
Work History
Customer Experience Manager
McDonald's
05.2021 - Current
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
Store Manager
Domino's Pizza
10.2019 - 04.2021
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
Floor Manager
McDonald's
08.2015 - 11.2016
- Managed store inventory and stock levels to maintain availability of products.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Managed daily store operations for smooth functioning and achieving sales targets.
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
- Completed efficient daily opening and closing processes to prepare teams and maintain optimal financial controls.
- Ensured compliance with safety regulations, maintaining a clean and hazard-free environment for staff and customers.
- Oversaw supply restocking, area cleaning, and product organization.
Crew Leader
McDonald's
05.2012 - 07.2015
- Served as the primary point of contact between crew members and upper management, relaying important information as necessary.
- Provided ongoing training and support for new hires, ensuring they were well-equipped to perform their duties effectively.
- Monitored team members to verify work quality and address concerns.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and promptly addressing potential hazards.
- Communicated effectively with upper management, team members, and customers to keep everyone informed.
- Developed a strong sense of teamwork among crew members through regular communication and team building activities.
Crew
McDonald's
07.2011 - 04.2012
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Promoted a positive work environment through effective communication and teamwork among staff members.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Collaborated with team members to complete orders.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Maintained high-quality food preparation standards, adhering to company guidelines for safety and cleanliness.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Kept food preparation area, equipment, and utensils clean and sanitary.
Education
Diploma - System Leadership
McDonald's
Singapore 04.2001 -
Diploma - Equipment Calibration Class
McDonald's
Singapore 04.2001 -
Diploma - Advanced Shift Leadership
McDonald's
Singapore 04.2001 -
Diploma - Shift Leadership Foundation
McDonald's
Singapore 04.2001 -
No Degree - Pastry And Baking
ITE College West
Singapore 04.2001 -
Skills
Customer Journey Mapping
Food spoilage prevention
Personal Hygiene Practices
Preparing food
Food Costing
Food hygiene expert
Friendly, Positive Attitude
Experience with Payroll
Performance reviewing
Workplace Safety
Sales Strategies
Documentation And Reporting
Training and mentoring
Operations Management
Customer service focus
Opening and closing procedures
Cash Handling
Employee Training
Supply Ordering
Equipment Troubleshooting
Team Development
Staff Development
Inventory Control
Team building
Problem-solving aptitude
Root Cause Analysis
Staff Management
Organizational Skills
Team Collaboration
Effective Communication
Time management abilities
MS Office Suite
Self Motivation
Decision-Making
Excellent Communication
Multitasking Abilities
Multitasking
Time Management
Problem-Solving
Microsoft Office
Teamwork and Collaboration
Training and Onboarding
Continuous Improvement
Problem-solving abilities
Customer Empathy
Voice of Customer Analysis
Training programs
Data Analytics
Engagement strategy development
Cross-Functional Collaboration
Baking
I have a small home based business selling cakes and cookies.
Accomplishments
- Supervised team of 65 staff members.
- Won "STAR" for EXSA Awards by RAS. (2022,2023.)
- Won Team Challenge for McDonald's Diploma Programme.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Bilingual or Proficient (C2)
Indonesian
Intermediate (B1)
Malay
Advanced (C1)
Timeline
Customer Experience Manager
McDonald's
05.2021 - Current
Store Manager
Domino's Pizza
10.2019 - 04.2021
Floor Manager
McDonald's
08.2015 - 11.2016
Crew Leader
McDonald's
05.2012 - 07.2015
Crew
McDonald's
07.2011 - 04.2012
Diploma - System Leadership
McDonald's
04.2001 -
Diploma - Equipment Calibration Class
McDonald's
04.2001 -
Diploma - Advanced Shift Leadership
McDonald's
04.2001 -
Diploma - Shift Leadership Foundation
McDonald's
04.2001 -
No Degree - Pastry And Baking
ITE College West
04.2001 -
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