MASTURA ISMAK
Senior Officer, International Strategy & Operations II , International Group, Singapore Tourism Board
Singapore
Summary
Results-driven Senior Officer with expertise in work administration and a proven track record of planning, implementing, and overseeing key improvements for business growth and operational efficiency. Cultivates an open culture that fosters a free exchange of information, enabling teams to thrive and achieve exceptional results. Seeks new professional challenges with a growth-oriented company to leverage versatile skill sets and contribute to the organization's success.
Work History
Senior Officer, International Group
Singapore Tourism Board
07.2020 - Current
- Established strong relationships with key clients to maintain customer loyalty and drive repeat business opportunities.
- Managing Executive Directors' diaries
- Procurement Support to regional officers
- Implemented innovative process improvements that enhanced productivity and reduced operational costs for Executive Directors
- Negotiated contracts with vendors to secure favorable terms, resulting in significant cost savings for the company
- Coached junior team members, fostering professional growth and improving overall team performance.
- Collaborated with stakeholders to define project scope, objectives, and deliverables for successful outcomes.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Reviewed and analyzed reports, records, and directives to obtain data required for the department
- Generated reports detailing findings and recommendations
- Cultivated positive relationships with vendors to deliver a timely and cost-effective supply of services and materials
- Collected, arranged, and inputted information into a database system.
- Created and managed project plans, timelines, and budgets.
- Supported the creation of detailed, technical financial models to value potential acquisition targets for team Purchase Orders, Sales requisitions, payments, and invoicing
- Maintained an overall safe work environment with employee training programs and enforcement of safety procedures as appointed Fire warden
- Maintained database systems to track and analyze operational data
Associate Product Analyst
Sabre Corporation
12.2016 - 01.2022
- Collaborated with internal team members and customer representatives to clarify relationship of business and project goals and obtain enhanced perspective of development process.
- Conducted comprehensive market research for better understanding of industry trends and competitor offerings.
- Facilitated communication between technical and non-technical stakeholders, ensuring clear understanding of project requirements and expectations.
- Ensured compliance with industry regulations by staying up-to-date on current standards and incorporating them into product designs as needed.
- Increased customer satisfaction with thorough quality assurance testing, addressing and resolving issues promptly.
- Leveraged user analytics to identify opportunities for improvement resulting in enhanced user experience.
- Reduced customer support inquiries by creating comprehensive product documentation and user guides.
- Optimized inventory management processes by forecasting demand accurately based on historical sales data analysis.
- Managed timelines and resource allocation effectively, delivering projects on time and within budget constraints.
- Implemented data-driven strategies to optimize product pricing, leading to higher revenue generation.
- Enhanced product performance by analyzing user feedback and implementing necessary improvements.
- Streamlined product development process for increased efficiency by identifying bottlenecks and optimizing workflows.
- Studied multi-faceted development issues and suggested solutions to satisfy project goals and adhere to timeline and budget parameters.
- Mentored junior analysts in best practices for efficient data analysis techniques, fostering a culture of continuous learning within the team.
- Participated in trade shows to showcase product capabilities while gathering valuable market intelligence from attendees'' feedback.
- Developed detailed product roadmaps, aligning team efforts towards achieving milestone goals and objectives.
- Tracked key performance indicators to measure the success of campaigns.
- Completed Data migration for Flight Centre in Australia in 2018-1019
Customer Service Executive
Singapore Airlines Limited
12.2014 - 07.2016
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
Freelance Event Coordinator
Creation De Marriage
12.2009 - 01.2013
- Coordinated schedules and timelines for events.
- Managed event logistics and operations.
- Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Collaborated with cross-functional teams to ensure seamless event execution and positive outcomes.
- Coordinated with vendors to deliver exceptional catering and audiovisual services during events.
- Managed budgets effectively, negotiating contracts to secure cost savings without compromising quality.
- Brainstormed and implemented creative event concepts and themes.
- Facilitated smooth transitions between event segments by creating detailed schedules and providing clear communication to staff and participants.
- Maintained accurate records of all event expenditures, ensuring budget compliance across multiple projects.
- Oversaw volunteer recruitment and training efforts, building a dedicated team of individuals committed to supporting successful events.
- Conducted post-event analysis, identifying areas of improvement for future events.
- Cultivated strong partnerships with local businesses, securing in-kind donations or sponsorships for various occasions.
- Developed creative marketing materials that generated interest and boosted event attendance.
- Enhanced attendee experience by meticulously planning and executing event logistics.
- Evaluated feedback from attendees after each function, utilizing insights gained to inform improvements in subsequent endeavors.
Vacation Sales Consultant
RCI Asia Pacific Pte Ltd - Singapore
09.2008 - 11.2008
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Followed up with existing customers to provide additional support and address concerns.
- Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
- Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.
Tour Officer
ChanBrothers Travel Pte Ltd - Singapore
08.2003 - 10.2007
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Coordinated operations with other emergency service groups.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Developed and implemented strategic plans to address community concerns, fostering stronger relationships between force and public.
- Coordinated with multiple agencies to streamline operations, enhancing overall response times during emergencies.
- Increased operational efficiency by conducting regular training sessions for junior officers.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Hotel/Event Coordinator
Park Plaza Hotels & Resorts - Singapore Sales Office
01.2002 - 06.2003
- To support the company in the implementation of its marketing campaigns
- Producing & analysing sales figures, hence reporting them to marketing managers
- Proof reading for all marketing material, both print and online
- Writing marketing emails & then sending them to customers & sales prospects
- Assisting the marketing team with day to day administration duties
- Coordinating telemarketing activity
- Managing & maintaining product & data, information within company systems
- Assisting in organising promotional events
- Booking advertisement space with local newspapers
- Liaising on a daily basis with clients, customers and suppliers
- Working with the sales team to maintain and update pricing / listing details
- Helping to run mailshot campaigns
- Oversee all the logistics of an event
- Ensuring all job tasks done accordingly to schedule
- Creating and managing a detailed budget
- Performed duties associated with the final settlement of non-ticketed events, such as tabulating charges and preparing final invoices
- Inputted, retrieved, and updated event setup information and produced event reports through a computerized event management system, calculated and provided clients all estimates of potential costs incurred in completing an event
- Other responsibilities included: solving problems or complaints from tenants or the public in accordance with established policies and procedures, making or arranging for last minute adjustments in room or equipment setup at the request of the lessee and opening and securing facilities before and after events.
Tour Consultant
Imperial Travel & Tours Pte Ltd
06.2001 - 01.2002
- Sales of FIT & Group packages to Long and Short Haul Destinations
- Handling reservations -Air tickets (Flight routings) and hotel reservations
- Managing clients travel plan
- Providing travel quotations
- Preparation of Travel document (e.g
- Tickets, hotel, day tour, car rental vouchers.)
- Settle balance payment
- Applications of Visa
- Sales of travel Insurance
- Attend to customers complain after their trip (if any)
- Follow up to passenger refund cases (if any).
Education
Bachelor of Arts - International Hospitality Management
04.2009
- Global Trends and Issues in the MICE industry
- Branding and Advertising
- Strategic Management for Hospitality, Tourism, Leisure & Events
- Enterprise Project
- Strategic Management
Advanced Diploma - Hospitality Management
Hotel Management
Advanced Diploma - Events & Tourism Management
- Distinction in Event Planning and Promotion- Academic Achievement Award
- Travel and Tourism
- Events
Diploma - Tourism
Travel and Tourism operations
Diploma - Travel & Tourism Management
Skills
Cross-Functional Communication
Logistics Coordination
Corporate Communications
Operations Planning
Time Management
Multitasking Abilities
Financial Administration
Budget Administration
Operations Management
Organizational Skills
Excellent Communication
Decision-Making
Relationship Building
Analytical Thinking
Team building
Documentation And Reporting
Data Analytics
Troubleshooting and problem resolution
Accomplishments
- Support and Managing Product
- Customer service
- Sales and Marketing
- Events Management
- Market Research
- Product Sales
Skillshighlights
- Self-Motivated
- Product development
- Proactive
- Sales & Marketing
- Team player
- New Customer acquisition
- Conflict Resolution
- Client account management
- Skilled multi-Tasker
- Event planning
- Adaptable
- CRM understanding
- Travel agency Background
- Organized
- Product Development Support
- Administration
- Customer-Oriented
- Troubleshooter
- Customer-oriented
- Technical Support Knowledge
Languages
Indonesian
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Senior Officer, International Group - Singapore Tourism Board
07.2020 - Current
Associate Product Analyst - Sabre Corporation
12.2016 - 01.2022
Customer Service Executive - Singapore Airlines Limited
12.2014 - 07.2016
Freelance Event Coordinator - Creation De Marriage
12.2009 - 01.2013
Vacation Sales Consultant - RCI Asia Pacific Pte Ltd - Singapore
09.2008 - 11.2008
Tour Officer - ChanBrothers Travel Pte Ltd - Singapore
08.2003 - 10.2007
Hotel/Event Coordinator - Park Plaza Hotels & Resorts - Singapore Sales Office
01.2002 - 06.2003
Tour Consultant - Imperial Travel & Tours Pte Ltd
06.2001 - 01.2002
University of Wales - Cardiff, Wales, United Kingdom - Bachelor of Arts, International Hospitality Management
EASB Institute of Management - Singapore - Advanced Diploma, Hospitality Management
University of Cambridge/Louis Preston School Of Business - Cambridge, England, United Kingdom - Advanced Diploma, Events & Tourism Management
International Air Transport Association- Montreal, Quebec, Canada - Diploma, Tourism
Louis Preston School of Business - Diploma, Travel & Tourism Management