Muhammad Iskandar Bin Ismail
Summary
Results-driven executive with 14 years of customer service experience. Known for problem-solving skills and ability to achieve win-win outcomes through tact and diplomacy. Adept at handling customer inquiries, implementing service policies, and managing financial responsibilities. Committed to enhancing employee engagement and performance through training, monitoring, and morale-building. Collaborative leader dedicated to fostering an empowering work culture. Thrives under pressure and excels at adapting to new situations to strengthen the organizational brand.
Overview
16
16
years of professional experience
Work History
Executive
Park Ambassador
06.2024 - Current
- Attend to all guest situations and ensure appropriate resolution of the matter in the park
- Provide work direction to department team members, ensuring compliance with the department standards
- Provide performance counseling, mentoring, coaching, motivation and performance reviews to department team members
- Mentored staff members for accelerated career growth, developing future leaders within the organization.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Work closely with management team to monitor & improve work processes
- Maintain Park cleanliness and hygiene (General areas, restrooms and back of house areas)
- Ensuring entry and turnstile operations for guest (Entry/Exit) is seamless
- Work closely with other BUs to ensure guest satisfaction.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Customer Service Officer (Team Leader)
NTUC FairPrice Co-operative Pte Ltd
08.2020 - 05.2024
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Work closely with various stakeholders which includes the operation, customer relations teams and logistics/supplier/ tech vendors in coordination of customers' requests.
- 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 high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both customer and company interests.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Operations Lounge Supervisor
Jetquay Pte Ltd
04.2019 - 06.2020
- Handle guest enquires and assist transactions of Lounge and Intermodal Transfer Services
- Assist with tickets sales and reservation enquiries
- Perform various administrative duties & paperwork
- Ensure cleanliness, orderliness & safety compliance of work areas
- Cover multiple daily operations role duties at times
- Ensure all financial settlements are prompt and accurate
- Administrative duties such as roster planning, ensuring sufficient daily manpower, planning of manpower and duties for Intermodal Transfer Services
- Liaise with other stakeholders for Intermodal Transfer Services
- Assisting of SOPs for new staffs.
- Collaborated with cross-functional teams to streamline test procedures, resulting in reduced time for issue resolution.
- Improved customer satisfaction with optimized network coverage by conducting drive tests and analyzing data.
- Developed loyalty among patrons through attentive service, personalized recommendations, and consistent attention to detail.
- Collaborated with kitchen staff to ensure seamless food and beverage service during peak hours.
- Maintained high standards of service and presentation through regular staff meetings that reinforced expectations and provided opportunities for learning.
- Ensured compliance with all relevant health, safety, and licensing regulations by conducting regular audits and maintaining accurate records.
- Monitored daily financial transactions accurately, ensuring proper cash handling practices were followed consistently by all team members.
- Maintained welcoming and comfortable atmosphere by overseeing cleanliness and maintenance of lounge area.
- Conducted performance evaluations for staff members, identifying areas for improvement and providing constructive feedback to support growth.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Monitored food inventory and supplies to prevent waste.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
Team Lead/ Supervisor
Attractions – Tours & Events, Central Zone Ops
01.2014 - 03.2019
- Provide excellent service to guests
- Handle guest enquiries and assist transactions during tours
- Assist with tickets sales and coordination of tours and events
- Perform various administrative duties & paperwork
- Covers multiple day operations role duties at times
- Manage all events logistics and requirements including the preparation of events before the start and after events end
- Liaise with other BUs to ensure all requests from clients are met
- Managing deployments for team members for day operations as well for events operations
- Support Reservations Operations team in managing ticketing related system to better assist with Tour/Event process
- Ensure all financial settlements and paperwork are prompt and accurate
- Handling of logistics and other areas of storage
- Planning itinerary for guests on tour
- Training and orientation for new team members.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Crew Team Member
Maritime Experiential Museum & Aquarium (RWS)
12.2011 - 12.2013
- Provide outstanding service to guests
- Handle guest enquires and transaction for all RWS tickets
- Ensure safe and efficient operation of the Typhoon Theatre and other Attractions as assigned
- Validate passes for entry and exit to the Museum and Aquarium through turnstiles
- Assist with tickets sales and coordination of tours and events
- Perform various administrative duties & paperwork
- Ensure cleanliness, orderliness & safety compliance of work areas.
- Worked well with teammates and accepted coaching from management team.
- Improved customer satisfaction by consistently providing friendly and efficient service.
- Assisted fellow crew members during peak hours, ensuring smooth operations without compromising quality standards.
- Became familiar with products to answer questions and make suggestions.
- Contributed to a safe work environment by strictly adhering to company health and safety regulations at all times.
- Assisted other team members to achieve goals.
Go Green Holding Segway Pte Ltd
Go Green Holding Segway Pte Ltd
12.2008 - 09.2009
- Provide excellent customer service
- Perform duties processing of goods and housekeeping
- Gain knowledge of merchandises and routes for tour
- Training riders on safety aspects of the Segway transport
- Ensuring all riders are equipped with proper gear and all satisfactions are met
- Train new team members on company related job scopes
- Ensure all protocols are followed as well as safety of guests are well checked on.
Education
NITEC -
ITE Yishun College
Singapore12.2006
Skills
- Proficient in Microsoft Office
- Proficient in English, Malay, Bahasa verbal and written language
- Experienced in Event Ticketing industry and knowledge of computerized ticketing systems (Galaxy Ticketing POS/STiX/RAPTOR)
- Interpersonal Skills
- Customer-Oriented
- Motivation
- Team Player
- Staff Development
- Staff Motivation
- Training and Development
Timeline
Executive
Park Ambassador
06.2024 - Current
Customer Service Officer (Team Leader)
NTUC FairPrice Co-operative Pte Ltd
08.2020 - 05.2024
Operations Lounge Supervisor
Jetquay Pte Ltd
04.2019 - 06.2020
Team Lead/ Supervisor
Attractions – Tours & Events, Central Zone Ops
01.2014 - 03.2019
Crew Team Member
Maritime Experiential Museum & Aquarium (RWS)
12.2011 - 12.2013
Go Green Holding Segway Pte Ltd
Go Green Holding Segway Pte Ltd
12.2008 - 09.2009
NITEC -
ITE Yishun College
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