Mohamad Iskandar Bin Mohd Jefri
Singapore
Summary
Dynamic Customer Service and Operations Manager with over 10 years of progressive experience in roles spanning team leadership, training, and operational management. Demonstrated expertise in elevating service standards, optimizing team productivity, and fostering customer loyalty. Proven track record of leading teams of 3 to 30 professionals, with a focus on efficiency, performance, and staff development. Recognized for a positive, engaging approach and a strong commitment to continuous improvement in customer service operations.
Overview
14
14
years of professional experience
Work History
Operations Manager
MasterMaths Education Centre Pte Ltd.
05.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
Centre Manager
MasterMaths Education Centre Pte Ltd
12.2022 - 05.2023
- Established clear expectations for both behavior and academic achievement within the department, leading to increased student engagement.
- Improved student comprehension of complex mathematical concepts through differentiated instruction and individualized support.
- Enhanced curriculum quality by collaborating with faculty members to develop and implement new lesson plans and teaching strategies.
- Cultivated supportive and inclusive environment, enabling staff to thrive and deliver exceptional service to clients.
- Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates.
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
Trainer/Team Leader
EM Services
02.2022 - 12.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Advanced organizational goals through strategic development of training initiatives aligned with company objectives.
- Increased employee competency with creation of targeted skill development paths.
- Streamlined onboarding process, reducing new hire ramp-up time.
Assistant Centre Manager
Aureus Academy
07.2021 - 02.2022
- Developed strong rapport with students, fostering trust and mutual respect to create a positive classroom atmosphere conducive to learning.
- Supported students with special needs by adapting lessons and providing necessary accommodations in collaboration with special education staff.
- Encouraged social-emotional growth among students by modeling appropriate behavior and guiding conversations around self-awareness, empathy, and responsible decisionmaking.
- Enhanced classroom management through the implementation of positive reinforcement techniques and clear expectations for behavior.
- Supported student learning objectives through personalized and small group assistance.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Supported classroom teachers by monitoring behavior, taking attendance, and completing other administrative tasks as needed.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Facilitated small group instruction targeted toward specific skill gaps or areas needing improvement based on identified student needs.
Customer Representative
Medix Medical Services Asia
09.2019 - 06.2021
- Current Salary: $3500
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
- Provided expert product knowledge to customers, enabling them to make informed purchasing decisions.
Customer Experience Associate
Lazada South East Asia / RedMart Limited
08.2018 - 08.2019
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Asked customers questions to determine, verify and solve common problems.
- Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
- Implemented feedback from clients into actionable steps aimed at improving our products and services offering continually evolving experiences.
- Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
- Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
- Increased customer retention rates through consistent delivery of outstanding service experiences.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Team Leader (Government Services)
ST Engineering (E-Services)
11.2016 - 08.2018
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Service Officer (Government Hotline)
Singapore Telecommunications
06.2015 - 11.2016
- 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.
- Completed data entry to record call notes, suggestions and questions.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
Admin Clerk
Singapore Armed Forces
05.2013 - 05.2015
- Rank: Corporal First Class
Passenger Service Agent
CIAS / DNATA
12.2010 - 03.2013
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
Education
Higher Nitec - Business Administration
ITE Chua Chu Kang
01.2011
Nitec - Service Skills (Office)
ITE BISHAN
01.2010
Nitec - Electrical Technology (Lighting And Sound)
ITE SIMEI
01.2009
GCE N' LEVEL -
Si Ling Secondary School
01.2007
PSLE -
Woodlands Primary School
01.2003
Skills
- Proficient in MS Word
- Proficient in MS PowerPoint
- Proficient in MS Excel
- Proficient in Publisher
- Delegation
- Strong interpersonal skills
- Strong communication skills
- Superb time management skills
- Presentation skills
- Performance monitoring
- Employee relations and conflict resolution
- Management
Personal Information
- Age: 33
- Expected Salary: $5000
- Ethnicity: Malay
- Date of Birth: 16/06/1991
- Gender: Male
- Nationality: Singaporean
- Marital Status: Married
Certificatesofachievement
- Best Soldier of the month of March 2015
- Outstanding contribution for NDP 2015
- Director's List Award Top 10% in Cohort - ITE Bishan
- Silver Medal in SYF 2007 - Concert Band
- 1st SGT Drum Major in Military Band - Secondary School
Hobbies and Interests
- Active in Sports
- Music
Timeline
Operations Manager
MasterMaths Education Centre Pte Ltd.
05.2023 - Current
Centre Manager
MasterMaths Education Centre Pte Ltd
12.2022 - 05.2023
Trainer/Team Leader
EM Services
02.2022 - 12.2022
Assistant Centre Manager
Aureus Academy
07.2021 - 02.2022
Customer Representative
Medix Medical Services Asia
09.2019 - 06.2021
Customer Experience Associate
Lazada South East Asia / RedMart Limited
08.2018 - 08.2019
Team Leader (Government Services)
ST Engineering (E-Services)
11.2016 - 08.2018
Customer Service Officer (Government Hotline)
Singapore Telecommunications
06.2015 - 11.2016
Admin Clerk
Singapore Armed Forces
05.2013 - 05.2015
Passenger Service Agent
CIAS / DNATA
12.2010 - 03.2013
Nitec - Service Skills (Office)
ITE BISHAN
Nitec - Electrical Technology (Lighting And Sound)
ITE SIMEI
GCE N' LEVEL -
Si Ling Secondary School
PSLE -
Woodlands Primary School
Higher Nitec - Business Administration
ITE Chua Chu Kang
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