Farah Norazila Binti Alias
Summary
Skilled leader with exceptional communication and inventory management skills. Successfully utilized these skills at Starbucks Singapore Pte. Ltd. to enhance customer satisfaction and improve operational efficiency. Proactive approach in recruiting and mentoring staff resulted in significant performance improvements, showcasing ability to drive positive change and foster a collaborative work environment.
Overview
10
10
years of professional experience
Work History
Store Manager
Starbucks Singapore Pte. Ltd.
03.2023 - Current
- Supervised guests at front counter, answering questions regarding products.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Approved regular payroll submissions for employees.
- Completed point of sale opening and closing procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Rotated merchandise and displays to feature new products and promotions.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
Assistant Store Manager
Starbucks Singapore Pte. Ltd.
04.2022 - Current
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
Store Coffee Master
Starbucks Singapore Pte. Ltd.
04.2021 - Current
- Utilized excellent multitasking abilities to juggle multiple drink orders, ensuring timely completion and satisfied customers.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Ensured optimal freshness of coffee beans by strictly adhering to storage guidelines and rotating stock as needed.
- Incorporated creative latte art into espresso-based drinks, elevating the overall presentation and delighting patrons with visual appeal.
- Gained expertise in various brewing methods, offering customized recommendations for customers seeking unique coffee experiences.
- Achieved mastery of various coffee bean roasting profiles, enabling me to suggest ideal pairings with complementary menu items for a well-rounded tasting experience.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Maintained a clean and organized workspace for optimal productivity and safety.
Shift Supervisor
Starbucks Singapore Pte. Ltd
04.2017 - Current
- Trained new employees and delegated daily tasks and responsibilities.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Responded to and resolved customer questions and concerns.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Enforced company policies and regulations with employees.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Completed store opening and closing procedures and balanced tills.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
Full-Time Barista
Starbucks Singapore Pte. Ltd.
02.2015 - Current
- Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
- Cleaned counters, machines, utensils, and seating areas daily.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Prevented infections and maintained store professionalism by cleaning and sanitizing work areas daily.
- Used POS system to accurately enter orders and process payments.
- Followed exact recipes for mixing and preparing beverage and food items.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Minimized spoilage with proper use of first-in-first-out stock procedures.
- Promoted additional items with beverages, increasing store sales.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
Cinema Attendant
Lotus Five Star Cinema
06.2014 - 01.2015
- Conducted routine quality control checks on audiovisual equipment, guaranteeing optimal performance during film screenings.
- Maintained a clean and organized cinema environment, promoting comfort and enjoyment for guests.
- Supported special events by assisting with setup, breakdown, and coordination of event logistics, enhancing overall guest experience.
- Managed cash transactions accurately, ensuring proper accounting procedures were followed at all times.
- Welcomed guests to theater with friendly demeanor and smile and directed to screening rooms.
- Provided assistance to guests with special needs and helped with seat accommodations.
- Scanned patrons' tickets, reported invalid tickets to supervisor and assisted patrons to assigned seats.
- Provided guidance on seating and ticketing procedures to increase customer satisfaction.
Education
No Degree - Learning And Self-development
Starbucks Learning And Development Program
Starbucks Support Centre, The Metropolis08-2024
High School Diploma -
Sekolah Menengah Kebangsaan Bandar Putra
Kulai, Johor12-2013
Skills
- Problem-Solving
- Multitasking and Organization
- Recruiting and Hiring
- Customer Service Management
- Training and mentoring
- Outstanding communication skills
- Team leadership and coaching
- Loss Prevention Procedures
- Sales Analysis
- Inventory Management
- Work Planning and Prioritization
- Team Building and Leadership
Accomplishments
- Recruited 3 successful new full-time shift supervisor managers within two year.
- Increased sales by 31% by coaching department managers on new merchandising standards compared to last year sales.
- Achieved the #1 store ranking out of 150 stores in Singapore, in Sales Growth for the month of July 2024.
- Exceeded monthly store Customer Experience target 6 months in a row (March-September 2024).
Languages
Malay
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Store Manager
Starbucks Singapore Pte. Ltd.
03.2023 - Current
Assistant Store Manager
Starbucks Singapore Pte. Ltd.
04.2022 - Current
Store Coffee Master
Starbucks Singapore Pte. Ltd.
04.2021 - Current
Shift Supervisor
Starbucks Singapore Pte. Ltd
04.2017 - Current
Full-Time Barista
Starbucks Singapore Pte. Ltd.
02.2015 - Current
Cinema Attendant
Lotus Five Star Cinema
06.2014 - 01.2015
No Degree - Learning And Self-development
Starbucks Learning And Development Program
High School Diploma -
Sekolah Menengah Kebangsaan Bandar Putra
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