Mohamed Haizar Bin Karim
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.
Overview
29
29
years of professional experience
Work History
Duty Manager
AIRASIA / GTRSG PTE LTD
01.2010 - Current
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Developed and implemented new procedures and policies to improve operational productivity.
- Coordinated with suppliers and vendors to determine availability of required materials.
- Conducted regular performance appraisals of staff to determine compliance of goals and objectives.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Overseeing daily operations to ensure smooth operations
- Handling of delays of flights and AOG
- Attending to passenger's queries and complaints
- Handling of daily sales cash and ensuring that all tallys.
Customer Service Assistant
Goldin Services PTE LTD.
01.2005 - 09.2009
- Handling guests queries on missing or damaged baggage under the LOST AND FOUND department
- Create specific report for guests for LOST AND FOUND
- Handling SQ/MI flights (under PASSENGER SERVICE department)
- Check in duties and gate duties (under PASSENGER SERVICE department)
- Handling of delayed flights
Assistant Team Leader
SINGAPORE GENERAL HOSPITAL
07.2002 - 12.2004
- Managed team workload to reach targets for specific tasks.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Managed team workload to reach production targets.
- Worked with customer service to handle escalated customer issues.
- Supervised [Number] co-workers.
- Created staff schedules, approved requested time off and updated reports.
- Oversees the operations of ambulance and portering department.
- Ensures all requests and needs are being attended to
- Oversees staffs schedules and deployment
- Oversees the operations of mortuary department
Operations Assistant
SATS CATERING PTE LTD
03.1995 - 06.2002
- Managed day-to-day department operations with effective workflow coordination.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Assisted operations manager with planning of routine operations and special projects.
- Provided administrative support with accurate document preparation and data entry.
- Collaborated with other departments to foster smooth operation of daily processes.
- Contributed to development of operational procedures to improve efficiency and accuracy.
- Handling of food preparations and handling of in-flight catering meals
- Liaising and handing over of meals to respective flights
- Ensuring that all special requests was adhered to and catered for
Education
GCE O'LEVELS -
Bedok North Secondary School
12.1994
Skills
- KPI Monitoring
- Service Management
- Verbal and Written Communication
- Shift Scheduling
- Staff Scheduling
- Team-Building Exercises
- Attention to Detail
- Job Assignments
- Customer Communication
- Employee Interaction
- Safe Work Practices
- Maintaining Clean Work Areas
- Security Protocols
- Assessing Customer Needs
- Employee Counseling
- Checking Reservations
- Employee Performance Reviews
- Proficient in Office (Excel,Powerpoint,Word)
Strengths
Resolving passengers complain and issues ( refunds request, flight cancellation etc )
WorldTracer trained - assisting guest in baggage tracing , damaged baggage or items as well as final compensation paid to guest
Handling of delay or AOG flights - Liasing with OCC on the next possible actions or solutions, Assisting guest to rescheduled or reroute, arranging for meals and refreshments and also arranging for guest accommodations ( for AOG flights )
VIPs handling / VIPs complex handling- Meet VIPs on arrival or departure to ensure smooth clearance at immigration. Liasing with the ramp department and baggage department to ensure that VIPs baggages is out at the claim area before the VIPs arrived at the belt or received at the ramp before departure. Buggy driving for VIPs whenever needed
Crisis management - Was in the crisis management team for the QZ incident dealing with passengers relatives on their requrements and needs as well as ensure that they have all the necessary support needed
Have received numerous numbers of compliments from passenger as well as VIPs.
Staff Rostering - Ensure daily numbers and operational as well as gate requirements is adhered to
Have attended DGR training, Topsis, First Aid, Safety Awareness and PDPA courses
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Bilingual or Proficient (C2)
Timeline
Duty Manager
AIRASIA / GTRSG PTE LTD
01.2010 - Current
Customer Service Assistant
Goldin Services PTE LTD.
01.2005 - 09.2009
Assistant Team Leader
SINGAPORE GENERAL HOSPITAL
07.2002 - 12.2004
Operations Assistant
SATS CATERING PTE LTD
03.1995 - 06.2002
GCE O'LEVELS -
Bedok North Secondary School
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