Diana Othman
Summary
I am team player and willing to learn and adapt to changes, I aspire to work toward reaching greater heights in my career path. My drive towards work can significant contribution to the continued success of your organization. I put the company"s interest first before anything else. I'm excellent with customer service and willing to do multitasking.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Retail Assistant
Tian Ma Holdings Pte Ltd
Singapore, Singapore
05.2023 - 08.2023
- Used POS system to process sales, processed transactions accurately, balancing cash registers at the end of each shift.
- Collaborated with team members to accomplish sales goals and improve overall store performance.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
Service Crew Member
Kream.sg
Singapore, Singapore
05.2022 - 04.2023
- Enhanced customer satisfaction by providing efficient and friendly service.
- Collaborated with team members to meet high standards of service during peak hours.
- Developed strong multitasking abilities while managing multiple responsibilities simultaneously during high-pressure situations.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Kept all prep areas clean by sweeping, mopping and washing down counters.
- Handled cash transactions responsibly, ensuring accurate accounting for daily sales.
GrabFood Delivery Partner
GrabTaxi Holdings Pte Ltd
Singapore
02.2021 - 04.2022
- Proactively communicated any unforeseen obstacles or delays to customers, demonstrating transparency and professionalism in handling unexpected situations.
- Utilized GPS technology effectively to find optimal routes and avoid unnecessary delays.
- Maintained vehicle safety and cleanliness, ensuring a positive image for the company.
- Developed strong relationships with clients through consistent communication and excellent service.
- Loaded and unloaded packages with care, minimizing potential damage during transport.
Lead Parcel Delivery
Worldmarketing Group
Singapore
08.2021 - 02.2022
- Managed time efficiently to complete daily delivery assignments within specified deadlines.
- Resolved customer complaints professionally, maintaining positive relationships with clients.
- Tracked package status using digital systems, keeping customers informed throughout the delivery process.
- Adhered to company policies regarding confidentiality, protecting sensitive client information during deliveries.
- Prioritized urgent deliveries according to established guidelines, ensuring critical packages reached recipients promptly.
- Enhanced customer satisfaction by ensuring timely and accurate parcel deliveries.
Store Branch Manager
SPH Buzz Pte Ltd
Singapore
01.2014 - 05.2019
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Complied with regulatory guidelines and requirements.
Shift Manager
The Spoon Soup
Singapore
08.2013 - 12.2013
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Excelled in every store position and regularly backed up front-line staff.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
Member Service Officer
California Fitness
Singapore
08.2012 - 08.2013
- Maintained customer records by updating account information.
- Managed dispute resolution cases effectively by following established guidelines while maintaining empathy towards the member''s situation.
- Answered over number of calls per day relating to customer and member products and services.
- Implemented streamlined processes for handling member requests, reducing wait times and increasing overall satisfaction levels.
- Maintained up-to-date knowledge of product and service changes.
Management Trainee
Domino's Pizza
Singapore
11.2011 - 08.2012
- Improved management skills by participating in rigorous training programs and workshops.
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Gained knowledge of company policies, protocols and processes.
- Acted with integrity, honesty and knowledge to promote culture of company.
- Handled day-to-day customer or client questions via telephone or email.
- Optimized inventory management systems for better control over stock levels, reducing waste, and minimizing costs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Chief Cashier
Cold Storage Singapore (1983) Pte Ltd
Singapore
11.2009 - 10.2011
- Established effective communication channels between staff members to ensure smooth operations during peak hours.
- Managed high volume cash transactions, maintaining accuracy under pressure.
- Handled customer complaints professionally and effectively, resolving issues to maintain customer satisfaction levels.
- Regularly reviewed inventory levels at cashier stations, ensuring adequate supplies were available for efficient operations.
- Improved accuracy in transactions, ensuring minimal errors through continuous staff training.
- Maintained up-to-date knowledge of store promotions and discounts, providing accurate information to customers for optimal service experience.
- Oversaw maintenance of clean and orderly cashier stations, contributing to a positive customer experience upon entering or leaving the store.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Retail Assistant
Cheers Holdings
Singapore
05.2004 - 09.2009
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Collaborated with team members to accomplish sales goals and improve overall store performance.
Bartender Cum Cashier
Eclipse Ktv
Singapore
07.2001 - 09.2003
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Continuously updated knowledge of industry trends, introducing new cocktails and techniques to the menu.
Education
No Degree - GCE N Level
CHIJ Katong Convert
Singapore12.2000
No Degree - PSLE
Macpherson Primary School
Singapore12.1996
Skills
- Customer Assistance
- Multitasking Competence
- Patience and Empathy
- Time Management Capabilities
- Reliable and Responsible
- Safety and Cleanliness Standards
- Inventory and Stocking
- Computer Proficiency and Microsoft Office
Certification
- ATP Strive Programme - 2024
- Follow Food and Beverage Safety and Hygiene Policies and Procedures -2019
- Prepare Equipment and Ingredients - 2019
- Develop Personal Effectiveness at Operations Level - 2019
- Communicate and Relate Effectively at the workplace - 2019
- Apply Emotional Competence to manage Self at the workplace - 2019
- Adapt to Change - 2019
- Demonstrate the Service Vision - 2015
- Hire Staff - 2014
- Manage Cost and Quality Controls - 2014
- Optimise Sales - 2014
- Write a business plan - 2013
- Follow Food and Beverage Safety and Hygiene Policies and Procedures -2013
- Provide guard and patrol service - 2012
- Interact with Guests - 2012
Languages
English
Advanced (C1)
Malay
Advanced (C1)
Timeline
Retail Assistant
Tian Ma Holdings Pte Ltd
05.2023 - 08.2023
Service Crew Member
Kream.sg
05.2022 - 04.2023
Lead Parcel Delivery
Worldmarketing Group
08.2021 - 02.2022
GrabFood Delivery Partner
GrabTaxi Holdings Pte Ltd
02.2021 - 04.2022
Store Branch Manager
SPH Buzz Pte Ltd
01.2014 - 05.2019
Shift Manager
The Spoon Soup
08.2013 - 12.2013
Member Service Officer
California Fitness
08.2012 - 08.2013
Management Trainee
Domino's Pizza
11.2011 - 08.2012
Chief Cashier
Cold Storage Singapore (1983) Pte Ltd
11.2009 - 10.2011
Retail Assistant
Cheers Holdings
05.2004 - 09.2009
Bartender Cum Cashier
Eclipse Ktv
07.2001 - 09.2003
No Degree - GCE N Level
CHIJ Katong Convert
No Degree - PSLE
Macpherson Primary School