Melanie Teo
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure in a casino environment and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
Work History
Manager, BD Sales Operations & Support
Marina Bay Sands Pte Ltd
2017.09 - Current
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Developed and maintained relationships with internal departments such as Procurement, F&B, Hotel Ops, Marketing Ops and external vendors such as MST Golf, Phone Vendors through account development.
- Developed and implemented festive gifts for patrons for sales team to utilize as tools for maintaining relationships.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements such as concert ticket allocations.
- Worked with Compliance to develop SOPs within the department such as Golf SOP, Gift Purchase SOP, P-card SOP.
- Collaborate with Special Events team and coordinate with Sales team to ensure smooth execution of each event and promotion.
Shift Manager, Paiza Services
Marina Bay Sands Pte Ltd
2014.09 - 2017.09
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards.
- Worked closely with team members to schedule breaks and shifts and rostering of their work schedule.
- Tracked customer service quality and calls for both internal and external customers.
- Monitor department KPIs by ensuring that all calls are answered in a timely and professionally manner.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Exercised composure under pressure and in escalated customer service scenarios.
- Scheduled staff to establish adequate coverage during peak business hours.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Cultivated professional working relationships with peers and supervisors.
- Managed staff hiring, training and supervision.
Supervisor, Paiza Services
Marina Bay Sands Pte Ltd
2011.08 - 2014.09
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Boosted team performance by developing customer service training materials and conducting service training.
- Work with Managers to ensure daily operations run smooth.
Coordinator, Paiza Services
Marina Bay Sands Pte Ltd
2010.08 - 2011.09
- Attend to casino Patrons’ and internal stakeholders’ enquiries, requests and feedback through emails and/or calls ensuring that their needs are attended to timely and professionally.
- Follow up on outstanding enquiries, requests and feedback with Patrons and internal stakeholders.
- Confirm and process reservation requests for rooms, flights, transfers, attractions, restaurants and limousines, as required by Patrons and internal stakeholders.
- Registration of Patrons for casino events, tournaments and promotions.
- Process redemption of casino offers such as room, birthday and other promotions.
- Ensure that Patrons’ information, preferences and tier entitlements have been maintained and recorded accurately.
- Assist retailers with earnings or redemptions of Destination Dollars and Sands Dollars.
- Work closely with the Sales Teams, International Marketing Operations, Player Development Operations, Hotel and VIP Services to ensure all arrangements have been made to meet Patrons’ requirements while maintaining the highest level of customer service.
- Escalate to Supervisor all incidents and issues/matters which require further clarification(s) during the shift.
- Deliver a professional, prompt and high quality service experience to Patrons and internal stakeholders over the phone and email while maintaining Marina Bay Sands’ standards and departmental KPIs.
- Review and enhance processes and procedures to ensure efficiency of the operations.
- Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance with the respective local laws and regulations.
- All other adhoc duties as and when required.
Education
Bachelor of Arts - Fashion Marketing
Raffles College of Higher Education
04.2010
Diploma - Hospitality & Tourism Management
Temasek Polytechnic
04.2007
Skills
- Employee Training
- Cross-Functional Team Management
- Account Management and Updating
- Managing Files and Records
- Managing Routines
- Key Performance Indicators (KPI)
- Productivity Performance
Timeline
Manager, BD Sales Operations & Support
Marina Bay Sands Pte Ltd
2017.09 - Current
Shift Manager, Paiza Services
Marina Bay Sands Pte Ltd
2014.09 - 2017.09
Supervisor, Paiza Services
Marina Bay Sands Pte Ltd
2011.08 - 2014.09
Coordinator, Paiza Services
Marina Bay Sands Pte Ltd
2010.08 - 2011.09
Bachelor of Arts - Fashion Marketing
Raffles College of Higher Education
Diploma - Hospitality & Tourism Management
Temasek Polytechnic
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