Mark Loy
OPERATIONS MANAGER
Summary
A PROACTIVE MANAGMENT WHO LOVES CHALLENGES ON THE JOB ROLE
Overview
27
27
years of professional experience
Work History
Operations Manager
DNF MARKETING & SERVICES
03.2023 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Customer Service Advisor
Komoco Motors Pte Ltd
07.2021 - 03.2023
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
Executive Partner (Sales & Operation)
After 5 Pte Ltd
12.2018 - 06.2021
- Managing sales and operations of the company
- Setting up of policies for company
- Plan and organise events
- Hiring of Part timers/staffs
- Monitor that service quality is maintained
- Reason for leaving: Winding down of company due to economic downturn
Automotive Executive (Sales & Operation)
Alltrust Leasing Pte Ltd / Horizon Automotive Pte Ltd
11.2012 - 12.2018
- Managing sales and operations of the company
- Handling of vehicle workshop and maintenance of vehicles
- Reporting accident reports and insurance claim
- Renewing fleet of vehicles road tax and insurance
- Reporting daily activities to management
- Ensure smooth operations between sales and operations department
- Monitor that service quality is maintained
- Liaise with vendors for repairs/maintenance of vehicles
- Quotation and Purchasing of spare parts for repairs
- Liaise/follow up with mechanics/customers for repairs and update customer for repairs
- Push for sales for rental and servicing products
- Reason for leaving: Winding down of company
Junior Purchaser/Store Coordinator/Safety Cum Project Coordinator
Lian Beng Construction 1988 P/L
06.2003 - 10.2012
- Plan/deploy transportation to cover all direct and sub-con workers for their daily operations on-site
- Handle all vehicle/machinery maintenance and repair record
- Operations support for all direct and sub-con foreign recruitment
- Liaise with different department for work orders
- See through all foreign workers accommodations
- Monitor that housekeeping is maintained
- Assist engineer to expedite site progress
- Ordering of necessary tools for on-site job requirement
- Monitor and Chasing for all outstanding site progress
- Sourcing for cost-saving alternatives
- Set-up workers quarters and operation/security system
- Control, manage and handle repatriation of workers
- Oversee and manage multiple projects to completion
- Established and cultivated strong relationships with supplier and clients
- Reason for leaving: Taken on greater responsibilities and faster professional growth
Operation Coordinator
DNF Marketing & Services
06.2001 - 06.2003
- Making sure team of drivers have a smooth operation for their day in day out operations
- Assist Manager for ad-hoc deliveries
- Maintain Customer Satisfaction Service and Quality Drive
- Reporting daily activities to management
- Ensure smooth operations to avoid congestion
- Monitor that service quality is maintained
- Liaise with Operations department for instructions/orders
- Reason for leaving: Moved into a more challenging career
Operation Executive
Taime Pte Ltd
05.1999 - 06.2001
- Ensuring smooth operation for their day in day out warehouse operations
- Providing assistance for Manager for PO, Quantity & Quality Check
- Maintain & Optimize Customer Satisfaction Service and Quality Drive
- Safety and Security Management
- Ensure smooth operations to avoid congestion
- Monitor that service/sales quality is maintained
- Liaise with other department meeting for part orders
- Proper recording and update in ecosystem
- Managing drivers daily delivery routes
- Reason for leaving: Moved into a more challenging career
Education
GCE O LEVELS -
Ping Yi Secondary School
01.1996
PSLE - undefined
St. Stephen's School
01.1990
Skills
Committed
Dedicated Team Player
Problem-solving
Customer service
Staff management
Team leadership
Operations monitoring
Operational efficiency
Decision-making
Planning and implementation
Client relationships
Workflow optimization
Customer relationship management (CRM)
Project leadership
Work flow planning
Employee relations and conflict resolution
Policies and procedures implementation
Accomplishments
- Year 2005, Building Construction Safety Supervisor by Ministry Of Manpower.
- Year 2007, Building Construction Safety Coordinator by Ministry Of Manpower.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Operations Manager
DNF MARKETING & SERVICES
03.2023 - Current
Customer Service Advisor
Komoco Motors Pte Ltd
07.2021 - 03.2023
Executive Partner (Sales & Operation)
After 5 Pte Ltd
12.2018 - 06.2021
Automotive Executive (Sales & Operation)
Alltrust Leasing Pte Ltd / Horizon Automotive Pte Ltd
11.2012 - 12.2018
Junior Purchaser/Store Coordinator/Safety Cum Project Coordinator
Lian Beng Construction 1988 P/L
06.2003 - 10.2012
Operation Coordinator
DNF Marketing & Services
06.2001 - 06.2003
Operation Executive
Taime Pte Ltd
05.1999 - 06.2001
PSLE - undefined
St. Stephen's School
GCE O LEVELS -
Ping Yi Secondary School
Section name
- Born 20 November 1978, Married with 3 handsome boys, Singaporean.
- Owns a Singapore Class 3 Driving license.
- Fluent in English and Mandarin. Dedicated team-member that enjoys working closely with people.
- You can find me at Blk 640 Upper Serangoon View #12-07 S533886 or contact me at 90998008.
- I'd love to hear from you at Mark206cc@gmail.com