Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Timeline
Generic

Marlena Nasir

Summary

Management professional with a strong track record in adaptability and efficient task execution. Expertise in communication and conflict resolution enhances organizational performance. Proven ability to interact with clients and resolve issues, significantly improving customer satisfaction. Demonstrated success in high-pressure environments, ensuring prompt responses to client requests and complaints.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Guest Service Assistant - Part Time

Grand Hyatt Hotel
11.2024 - 04.2025
  • Maintained close communication between departments when necessary.
  • Maintained an up-to-date knowledge of hotel policies, services, amenities, rates, promotions, local attractions, and events.
  • Answered phone calls in a professional manner and responded to inquiries regarding hotel services.
  • Greeted guests and provided personalized support to meet unique needs, and promote brand loyalty.
  • Provided support to colleagues to maintain a collaborative work environment.

Boutique Manager

Abaya By Marlena Pte Ltd
02.2020 - 08.2024
  • Managed supplier relationships to ensure compliance with agreed-upon terms and conditions. Reviewed purchase orders and ensured accuracy of information, such as pricing, payment terms and delivery dates.
  • Coordinated with logistics to ensure timely delivery of purchased items.
  • Increased store sales by cross-selling complementary items.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Strengthened customer retention by offering discount options.
  • Communicated effectively with team members to ensure timely response times for customers.
  • Connected with customers to provide assistance and collect feedback to optimize operations.
  • Assisted customers with product returns or exchanges according to established guidelines.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Performed follow-up calls to customers regarding their inquiries or orders.

Inflight Checker

Etihad Airways
06.2009 - 03.2019
  • Fostered a positive work environment by recognizing individual cabin crew's achievements.
  • Assessed company operations for compliance with safety standards.
  • Identified opportunities for process improvements, leading to cost reductions and increased productivity.
  • Fostered a positive and motivating work environment inflight, leading to an increase in team morale.
  • Created detailed reports on employee performance metrics for senior leadership review.
  • Maintained positive working relationship with fellow staff and management.

Cabin Manager

Etihad Airways
05.2004 - 03.2019
  • Conducted pre-flight briefings for all crew members, covering emergency procedures, passenger services, and cabin safety regulations.
  • Monitored the performance of flight attendants in order to ensure that they were meeting the highest standards of customer service, and ensured their compliance with established policies and procedures.
  • Resolved conflicts between guests or between guests and crew members in a professional manner.
  • Responded promptly to any guests' complaints or requests during flights.
  • Served as liaison between ground staff and pilots during takeoffs and landings.
  • Managed onboard medical / emergency situations
  • Submit post flight reports

Leadership Trainer

Etihad Airways
07.2012 - 12.2015
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
  • Designed customized learning materials and resources for use during training sessions.
  • Maintained detailed records of participant attendance, course completion rates and overall satisfaction ratings.
  • Assessed results from post-training surveys, analyzing data to identify any potential areas for improvement.
  • Conducted individual newly promoted leaders' coaching sessions with participants, providing guidance and feedback on their progress.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Supervised, evaluated or new instructors to skill development classes.
  • Provided guidance and advice to newly appointed managers regarding how best to lead their teams effectively.

Cabin Crew Member

Etihad Airways
11.2003 - 01.2005
  • Supported smooth takeoffs and landings by keeping guests in compliance with flight regulations.
  • Kept cabin neat, clean and professional in appearance.
  • Inspected cabins before and after flights to identify and address problems impacting flight operations, safety or guests' comfort.
  • Helped guests locate seats and stow luggage in appropriate locations.
  • Managed refreshments cart at scheduled intervals to give passengers food and beverages.
  • Executed menu and drink orders to meet preferences of guests.
  • Administered and coordinated emergency procedures or care, enhancing onboard safety.

Beauty Advisor

Chanel (S) Pte Ltd
05.2001 - 10.2003
  • Developed connections to offer customers best-in-class experience with skincare, makeup and fragrance.
  • Maintained an up-to-date knowledge of all beauty products available for sale.
  • Greeted customers upon entering store or salon and established friendly relationships with them.
  • Ensured that all displays were neat and organized at all times.
  • Cleaned shelves, counters and tables to maintain organized store.

Education

High School Diploma -

First Toa Payoh Secondary School
Singapore
12-1993

Skills

  • Customer engagement
  • Team leadership
  • Conflict resolution
  • Process improvement
  • Customer feedback collection
  • Cultural awareness
  • Resource utilization
  • Reliability

Affiliations

  • reading
  • spend time with cats
  • redecorating home

Certification

  • Customer Service Management Training by Etihad
  • Diploma in Retail Management by NATC Institute

Languages

Malay
First Language
English
Proficient (C2)
C2

Timeline

Guest Service Assistant - Part Time

Grand Hyatt Hotel
11.2024 - 04.2025

Boutique Manager

Abaya By Marlena Pte Ltd
02.2020 - 08.2024

Leadership Trainer

Etihad Airways
07.2012 - 12.2015

Inflight Checker

Etihad Airways
06.2009 - 03.2019

Cabin Manager

Etihad Airways
05.2004 - 03.2019

Cabin Crew Member

Etihad Airways
11.2003 - 01.2005

Beauty Advisor

Chanel (S) Pte Ltd
05.2001 - 10.2003

High School Diploma -

First Toa Payoh Secondary School

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Marlena Nasir