KURAIZA BINTI IDRIS
Summary
An operation and retail practitioner since 2006. Experience in directing store operations, reducing shrinkage, increase gross profit and improve customer's satisfaction ratings. Involved in workforce management for over three years as of current and is skilled in staffing that is guaranteed to improve efficiency and accurately forecasting to increase service results while reducing costs to ultimately improve overall businesses.
Overview
18
18
years of professional experience
Work History
Malaysia Workforce Management Lead
Dairy Farm International Holdings
01.2019 - Current
- Led implementation of workforce management and productivity via 'Right Team Right Time' program in Malaysia.
- Led program deployment at pilot stores, analyze impact and working closely with Store Operations in improving any constraint.
- Developed labour model based on store characteristics to generate individual store target hours.
- 2022 labour budget been reduced by 8% via proposal initiated on workforce planning. Currently working on meeting labour budget of 2023.
- Working closely with Singapore and Hong Kong team in implementing labour cost savings initiatives and continuous improvement projects via 'Simper For Store' program.
- Established relationship with Operation and HR Leaderships (Head & Directors) through governance and working in aligning store structure, headcount and store transformation initiatives.
- Provided essential input via rostering, headcount and other tool on staffing plans based on analysis of historical performance and real time data.
Store Division Manager
Dairy Farm International Holdings, Jasons Food Hall
01.2016 - 01.2019
- Scope of Supervision (Over three division) 13 Department Head, 34 Team Members
- Passed National Sanitation Foundation (NSF) audit for two consecutive years (2018/2019) since taking over Fresh and Grocery division
- Controlled profit by 11% for the store, improved shrinkage to 4% from 10% and increased basket value by 7%
- Directed store operations based on SOP and putting customer's satisfaction as a priority
- Managed inventory with excess of RM22k annually for grocery and reduced inventory variance for fresh by RM7k
- Reduced out of stock an improve availability average by 5% by implementing standard execution process
- Recognized for flexibility in addressing last minute needs identified by the Director
- Collaborated with leading FMCG distributors for events and in kind sponsorship.
Checkout Manager
Ben's Independent Grocer
01.2012 - 01.2016
- Scope of Supervision: 1 Customer Service Executive, 4 Supervisors, 19 Team Members
- Developed Checkout Standard Operating Procedure for Ben's Independent Grocer, Publika during it's first store opening
- Wrote two training manuals (Checkout and customer service) and use it as coaching tool for team members
- Stocks availability improved by 3% by strategies implemented to address customer's product request
- Customer's satisfaction ratings increased by 12% by addressing well towards complain / feedback / request.
Restaurant Manager
Chili's Grill & Bar Sdn Bhd
01.2009 - 01.2012
- Scope of Supervision (Over two stores): 49 Team Members
- ServSafe certified and stand at 92% on Chili's internal audit by complying with health and safety regulations
- Oversaw high sales store; Chili's KLCC and a point person for successfully opening of Chili's Citta Mall - profit sales volume by RM1.1m by first six months of trading since opening
- Directly involved in planning, organizing, coordinating and managing staffs and resources of restaurant for efficient, well-prepared and profitable service of food and beverages.
- Improved monthly liquor inventory by 2% by ensuring correct bartending measurement practiced by team members.
Store Supervisor
Secret Recipe Sdn Bhd
01.2008 - 01.2009
- Scope of Supervision: 12 Team Members
- Coordinate floor staff to ensure all tasks are being completed according to procedural guidelines and timelines
- Monitor and manage daily and monthly inventory
- Consistently contribute ideas on changes needed with service and further improvement to restaurant delivery standard
- Carry out other admin duties such as staff scheduling and monthly revenue / profit report to management.
Crew Member
Nandos (M) Sdn Bhd
01.2005 - 01.2008
- Waitressing which responsible for taking customer orders and delivering food
- Kitchen management experience and meal preparation as cook as well as counter experience as cashier
- Assisting in outlet inventory maintenance.
Education
Diploma - Multimedia Application
Kuala Lumpur Metropolitan University College
Malaysia2009
Skills
- Workforce Management, Planning, Rostering and Productivity
- Data Analysis and Data Integrity Assurance
- Utilizing MS Excel Function Including Pivot and V lookup
- Store Transformation and Process Simplification
- Logical and Methodical
- Project Coordination and Management Skills
- On Field Process Measurement
- Profit and Loss Control
- Cost Control
- Problem Anticipation and Resolution
- Retail Operations
- Complaint Resolution
Timeline
Malaysia Workforce Management Lead
Dairy Farm International Holdings
01.2019 - Current
Store Division Manager
Dairy Farm International Holdings, Jasons Food Hall
01.2016 - 01.2019
Checkout Manager
Ben's Independent Grocer
01.2012 - 01.2016
Restaurant Manager
Chili's Grill & Bar Sdn Bhd
01.2009 - 01.2012
Store Supervisor
Secret Recipe Sdn Bhd
01.2008 - 01.2009
Crew Member
Nandos (M) Sdn Bhd
01.2005 - 01.2008
Diploma - Multimedia Application
Kuala Lumpur Metropolitan University College
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