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
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
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
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
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
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
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
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
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
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
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
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
- 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
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