Summary
Overview
Work History
Education
Skills
Timeline
Generic
Mastura Yahya

Mastura Yahya

Summary

Proven in enhancing customer satisfaction and efficiency, I leveraged strong route planning and communication skills at Channel Management Systems Pte Ltd. Known for a positive attitude and meticulous vehicle maintenance, I improved on-time delivery rates significantly. My adeptness in navigating unexpected challenges underscores my commitment to excellence and reliability in customer service.

Overview

33
33
years of professional experience

Work History

Delivery Personnel

Channel Management Systems Pte Ltd
02.2024 - Current
  • Enhanced customer satisfaction with timely and accurate deliveries, maintaining a professional demeanor during interactions.
  • Demonstrated strong problem-solving skills when faced with unexpected challenges such as road closures or inclement weather.
  • Maintained clean delivery vehicle and notified management of maintenance concerns and issues.
  • Increased on-time delivery rates through effective communication with dispatchers and proactive route adjustments.
  • Handled fragile items carefully, reducing instances of damage during transit and increasing client satisfaction levels.

Customer Relations Assistant

Keppel Club
07.2007 - 01.2009
  • Organized special events or promotions tailored toward building stronger connections between clients and the brand.
  • Trained new employees on company policies and best practices in customer relations, ensuring a consistent level of service across the team.
  • Conducted regular surveys to gather valuable feedback from customers for continuous improvement initiatives within the organization.
  • Implemented efficient procedures for handling customer inquiries, leading to quicker response times and increased satisfaction rates.
  • Managed high call volume, prioritizing urgent matters while maintaining excellent service standards for all customers.
  • Coordinated with other departments to address complex customer issues, achieving faster resolution times and higher levels of satisfaction.
  • Enhanced customer satisfaction by promptly addressing and resolving complaints and concerns.
  • Utilized problem-solving skills to effectively handle challenging situations with customers, resulting in positive outcomes and lasting relationships.
  • Collaborated with team members to identify areas of improvement in customer service, resulting in higher satisfaction ratings.
  • Developed rapport with clients through active listening, empathy, and understanding of their needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.

Delivery Driver

CLS Logistics Pte Ltd
03.2019 - 07.2023
  • Delivered packages to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
  • Verified accuracy of all deliveries against order forms.
  • Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
  • Inspected and maintained delivery vehicles regularly to keep in safe working order.
  • Exemplified commitment to teamwork by assisting fellow drivers with technical support or coverage during peak periods.

Receptionist

Keystone Law Corporation
05.2010 - 09.2011
  • Offered informed and amiable guidance to new arrivals.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Answered central telephone system and directed calls accordingly.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.

Customer Service Office

Suntec City Mall
06.2002 - 01.2004
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Assisted call-in customers with questions and orders.
  • Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
  • Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
  • Responded to customer requests for products, services, and company information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Receptionist

Western Digital (S) Pte Ltd
10.1996 - 09.1998
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.

Receptionist

Pan Pacific Metal Pte Ltd
11.1991 - 01.1993
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.

Education

WLPN - WLPN

WLPN SG
07.2006

PSLE -

Jubilee Primary School
12.1990

Skills

  • Safety awareness
  • Route planning
  • Vehicle maintenance
  • Navigation expertise
  • Weather preparedness
  • Positive attitude
  • Customer service
  • Safe driving
  • Time management
  • Punctual and reliable
  • Clear communication
  • GPS and route planning
  • Verbal and written communication
  • Valid Driver's license
  • Clean driving record
  • Safe driving record
  • Customer interaction
  • Commercial driving
  • Map reading and navigation skills
  • Defensive driving
  • Vehicle inspections
  • Vehicle inspection

Timeline

Delivery Personnel

Channel Management Systems Pte Ltd
02.2024 - Current

Delivery Driver

CLS Logistics Pte Ltd
03.2019 - 07.2023

Receptionist

Keystone Law Corporation
05.2010 - 09.2011

Customer Relations Assistant

Keppel Club
07.2007 - 01.2009

Customer Service Office

Suntec City Mall
06.2002 - 01.2004

Receptionist

Western Digital (S) Pte Ltd
10.1996 - 09.1998

Receptionist

Pan Pacific Metal Pte Ltd
11.1991 - 01.1993

WLPN - WLPN

WLPN SG

PSLE -

Jubilee Primary School

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Mastura Yahya