Summary
Overview
Work History
Education
Skills
Certification
MISCELLANEOUS INFORMATION
PREVIOUS EMPLOYMENT ENGAGEMENTS
MISCELLANEOUS INFORMATION
Accomplishments
Timeline
Generic

Ivan Michael

Singapore

Summary

A high-performing, versatile and self-driven Operations & Customer Service professional, I have 12+ years of accumulated 'hands-on' experience in fast-paced, challenging customer-centric environments; 4 years of which has been in working as a Casino Croupier, with the recent years as an Assistant Station Manager delivering a proven track record of success in commercial railways, travel and leisure markets. Providing high-level & uncompromised service solutions with the highest ethical standards and analytical/operational precision to ensure robust & safe delivery of day-to-day customer services, my expertise lies in my tenacity to streamline, manage and see complex, cross-functional tasks/processes through to resolution; working towards continuous process/standard improvement to create a competitive advantage at all operational & technical levels. Effectively & efficiently responding to service exigencies & incidents, I am a pro-active leader; empowering staff to take ownership, providing coaching, training & development to build cohesive teams and working together to achieve individual targets and key company/performance metrics.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Assistant Station Manager

Singapore Mass Rapid Transit
01.2016 - Current


  • Shared responsibility with the Train Station Manager for the efficient hands-on management of travel services & facilities ensuring efficient and safe operation of the station in the delivery of a quality and reliable customer service.
  • Performing supportive administrative work such as filing reports and forms, and conducting on-the-job training for new/potential recruits.
  • Delivering ‘top-notch’ service to ensure passengers have uninterrupted and pleasant journeys, I undertake a variety of crowd control and station management/operational tasks for smooth passenger and traffic flow.
  • Conducting regular inspections of station premises to ensure facilities and structures are in good working condition.
  • Planning and executing on-the-job training for recruits, I further reviewed and continually monitored performance as it relates to training service, staff, equipment and other resources.
  • Notable Achievements:
  • Diligently handled day-to-day station & operation matters, monitoring passenger flow and exercising crowd control actions.
  • Promptly dealt with critical & emergency incidents, taking complete control to remediate and solve the problem speedily.
  • Meticulously handled issues and queries with regards to ticketing, violation of regulations, train delays/cancellations, etc.
  • Operated passenger trains with additional duties of an Emergency Train Operator in times of absence or shortfalls.
  • Rendered assistance to passengers at the passenger service centre, and managed the station access during non-traffic hour.
  • Promptly responded to all station, track and train-related incidents & emergencies, minimising service disruption & delays.
  • To drive or man train upon receiving instructions from Operations Control Central (OCC)

Coordinator (Part-Time)

BSG Private Limited
08.2014 - 12.2015
  • Company Overview: Sanitary ware Wholesalers & Manufacturers
  • Was mainly responsible for warehousing and distributing operations including initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
  • Delivered supplies and materials to construction sites.
  • Acted as a customer relations specialist, communicating information about inventory and delivery.
  • Counted and checked the quality and quantity with the site supervisor.

Casino Croupier

Resort World Sentosa
07.2010 - 08.2014
  • Company Overview: An integrated resort on the island of Sentosa, off the southern coast of Singapore with key attractions that include one of Singapore's two casinos, a Universal Studios theme park, Adventure Cove Water Park, and S.E.A. Aquarium - the world's largest oceanarium.
  • Dealt multiple games viz. Baccarat, Pontoon, Tai Sai, Texas Hold ‘Em, Three Pictures, etc. to provide friendly, excellent service and the highest standards of gaming entertainment to all guests.
  • Notable Achievements:
  • Built strong customer relationships, providing prompt assistance to all guests and ensuring robust communication of customer complaints and feedback within the department.
  • Demonstrated good chip work, float management, card placement, accurate pay-outs and other relevant dealing skills.
  • Ensured customer requests and disputes were promptly addressed. Advised management of suspicious activities, special player requests and disputes.

Education

Diploma in Commerce - Business Administration

Kaplan Higher Education Institution
01.2018

Nitec in Mechanical Technology - undefined

IteMacPherson
01.2005

Skills

  • Customer Service & Guest Relations
  • Administrative Support & Management
  • Operational Excellence
  • Strategic Business Planning
  • Safety Management
  • Process Improvement
  • Time & Crowd Control Management
  • Incident Command
  • Conflict Resolution
  • Emergency Services
  • Cross-Departmental Co-ordination
  • Hospitality Management
  • Job Coaching & Capability Building
  • People, Performance & Behaviour Management
  • IT proficient, with applied cognisance of the practices/principles of customer service excellence & business management
  • Strong organisational and administrative skills, adept at leading, training & mentoring cross-functional teams to success
  • Strong communication and listening skills, with a natural empathy and flair for conversation and openness to feedback
  • Superior troubleshooting & conflict resolution skills, able to take ownership of an issue and see it through to resolution
  • Dedicated team player with high work ethics and professional conduct; able to multitask & manage competing demands

Certification

  • Professional Certifications:
  • WSQ Certifications in Delivering Service Excellence & Table Games: Progressive Texas Hold’em | Baccarat | Pontoon | Tai Sai | Three Pictures

MISCELLANEOUS INFORMATION

Language Skills: English, Tamil, Malay

PREVIOUS EMPLOYMENT ENGAGEMENTS

Unit - 1st Guards/Regimental Police, Rank - CPL, National Service, Singapore Jan 2006 - Nov 2007

MISCELLANEOUS INFORMATION

  • IT Skills: MS Office Suite, PowerPoint, Excel
  • Nationality/PR Status: Singaporean

Accomplishments

    Gotten Excellent Service Award

Timeline

Assistant Station Manager

Singapore Mass Rapid Transit
01.2016 - Current

Coordinator (Part-Time)

BSG Private Limited
08.2014 - 12.2015

Casino Croupier

Resort World Sentosa
07.2010 - 08.2014

Diploma in Commerce - Business Administration

Kaplan Higher Education Institution

Nitec in Mechanical Technology - undefined

IteMacPherson

Similar Profiles

CREATE PROFILE
Ivan Michael