Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Timeline
Generic
HARYANI ZAKI

HARYANI ZAKI

Summary

Senior Supervisor skilled in counters and managing complex projects with general oversight. Effectively communicates within and outside function to gain cooperation on operational processes, practices and procedures. Documented leadership success in making moderate to substantial improvements to enhance staff training and productivity and achieve goals.

Overview

20
20
years of professional experience

Work History

Senior Supervisor Customer Service Officer

Strides Premier Taxi Pte Ltd
12.2010 - Current
  • Customer Service backend:
  • Manage email feedback channels. Reply to incoming email within 2 working days.
  • Communicate politely and timely with customers and stakeholders by SMS, email, letter, WhatsApp face to face, and telephone calls.
  • Engaging customers & assisting them on issues encountered or compliments received from the public.
  • Liaise with other stakeholders for fact findings so as to reach to a fair and acceptable solutions.
  • Liaise with authorities such as LTA, MSF and SPF for work related matters.
  • Prepare survey forms and conduct internal or external surveys. Collate statistics and prepare monthly reports.
  • Provide administrative duties
  • -such as department inventory, voucher purchases, food catering matters.
  • • Collate daily incoming emails, present the report in the form of text, numbers, graphs, charts and other representations.
  • • Prepare monthly, ad-hoc reporting and survey results to authority / management.
  • • Share Customer Experience & Staff related news at Workplace - Facebook.
  • • Event Management:
  • Engage different types of customer profiles to attend dialogue sessions.
  • - Ensure a healthy number of turns up for dialogue sessions.
  • - Cater refreshments
  • - Raise rental refunds who have attended the dialogue sessions.
  • • Events (Internal or External)
  • - Assessed and collate awardees for award-related events.
  • - Coordinate with internal departments to organize events.
  • - Liaise with external Vendors for event-related matters such as Voucher purchases, Certificate Printing, Refreshments, or Event Locations.
  • - Liaise with Finance on PO and payment-related matters to vendors.
  • • Conduct Surveys, Gather Responses
  • - Track and analyze survey results via Microsoft or Google forms to identify opportunities to improve customer experience or for reporting purposes.
  • - Present findings and insights using Excel / Powerpoint to the Management to help make data-driven decisions.
  • - Maintain a proper record of all survey responses
  • • Additional Supporting Role - Fixed Asset Officer
  • - Provide administrative duties for IT asset & inventory management.
  • - Maintain and update asset movements.
  • Customer Service Counter Frontline
  • - assisting taxi drivers enquiry/feedback/appeal
  • - collection rental / cashiering closing end of the day/tally cash
  • - to brief agreement contract / penalty if break contract
  • - summon officer project to upload and ensure the correct driver particular submitted to TP/LTA/HDB
  • - To ensure adherence of SOPs and workflow. Proper documentations in all areas of work.
  • - Customer Satisfaction To ensure suggestion and feedback from customers are taken seriously. To provide satisfactory answer to any requests or queries from our customers within 3 working days - for Taxis, Taxi Share & Strides partners.
  • - Kaizan Project, participates in group discussion to better the current processes in customer service. To improve efficiency and productivity.
  • Medical Cases for drivers:
  • - Ensure that medical cases are handled and follow-ups are done appropriately
  • - Monitoring of inactive partners on full return and rental waivers for paHospitalizedare
  • hospitalized
  • - Ensure proper documentation of medical cases -to retain drivEnsuring withdrawal or return taxi.
  • - during Covid lock down,help driver with pizza hut delivery job. ensuring they follow the plan schedule given,make sure all is smooth till end shift.
  • -During the Covid pandemic,supIssued the company's efforts by participating in mask distribution and temperature taking at Bishan clubhouse. issue ART kit at Kallang mass distribution to all drivers.
  • -keep track for those who has not Doingthe covid vaccine.
  • Lavender>
  • Helping>Participating in project :
  • learAdhocabout the grab apps. doing on board for all driversLongvender project. helping driver with grab enquiry as we merge with grab. adhoc / organizing drivers and staff occasion event eg. long service award/cny lunchBackendy award. Process purchase requisitions in accordance with procurement policies and procedures. (via SAP & Ariba system). backend customer servicer: call list driver contract end replying or calling regards write in appeals / feedback Preparing agreement for the driver for next day collection taxi.

Senior Supervisor Sales Associate

Godiva
11.2008 - 06.2010
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Increased sales revenue through effective product recommendations tailored to individual customers.
  • Collaborated with team members to meet and exceed monthly sales targets consistently.
  • Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
  • Participated in storewide audits, ensuring accuracy of inventory counts and identifying areas for improvement in stock management processes.
  • Handled high volume transactions during peak periods without compromising service quality or accuracy.
  • Provided expert product knowledge to customers, guiding them towards suitable purchases that met their needs.
  • Participated in regular training sessions to stay current on new products and retail best practices.
  • Supported visual merchandising efforts by maintaining attractive displays and keeping the sales floor wellstocked.
  • Assisted in training new employees on company policies, procedures, and point-of-sale systems for efficient onboarding.

Supervisor Sales Associate

Royce'
09.2004 - 10.2008
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Boosted store sales by effectively cross-selling and upselling products to customers.
  • Maintained a clean and organized sales floor, ensuring an efficient shopping experience for customers.
  • Assisted in inventory management, conducting regular counts and restocking merchandise as needed.
  • Provided exceptional customer service, resulting in numerous positive reviews and repeat business from satisfied clients.
  • Managed customer returns and exchanges, adhering to store policies while keeping customer satisfaction a top priority.
  • Handled cash transactions accurately, ensuring proper change was given and maintaining balanced registers at the end of each shift.
  • Demonstrated excellent communication skills when interacting with both customers and colleagues, fostering a positive work environment.
  • Resolved customer complaints professionally, leading to increased trust in the brand and improved long-term client relationships.
  • Achieved efficient checkout processes by swiftly scanning items and handling payment transactions.
  • Enhanced customer experience through friendly greetings and personalized assistance throughout their shopping journey.
  • Participated in store promotions and special events to drive foot traffic and increase overall sales performance.

Education

High School Diploma -

Chestnut Drive Secondary School
Singapore
12.2002

High School Diploma -

South View Primary School
Singapore
12.1997

Skills

  • Employee Supervision
  • Staff Oversight
  • Staff Development
  • Compliance understanding
  • Goal-Oriented
  • Project Management
  • Training and mentoring
  • Staff Discipline
  • Processes and procedures

Languages

English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Mandarin
Elementary (A2)

Additional Information

Expected Salary SGD 3,200
Preferred Work Location
Anywhere in Singapore
Other Information
COURSES ATTENDED


COMPUTER PROFIENCY

Microsoft Words

Microsoft Excel

PowerPoint

Ms Form


Awards:

excellence service award year 2017 (silver)

excellence service award year 2018 (silver)

excellence service award year 2019 (gold)

excellence service award year 2020 (star award)

excellence service award year 2022 (gold)

Transport Gold Award year 2018

Transport Gold Award year 2021


Notice: 1 month

Timeline

Senior Supervisor Customer Service Officer

Strides Premier Taxi Pte Ltd
12.2010 - Current

Senior Supervisor Sales Associate

Godiva
11.2008 - 06.2010

Supervisor Sales Associate

Royce'
09.2004 - 10.2008

High School Diploma -

Chestnut Drive Secondary School

High School Diploma -

South View Primary School

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HARYANI ZAKI