Noorfaiza Binte Hassan
Summary
Forward-thinking and enthusiastic individual with substantial working experience and outstanding skills in guest services and volunteer management with an ability to perform multi-tasking, execute good judgement, work under pressure and demonstrate high level of tact, professionalism and confidence.
Overview
23
23
years of professional experience
Work History
Senior Manager, Volunteer Relations and Engagement
New Life Stories Limited
09.2020 - 09.2024
- Collaborated closely with the CEO and cross-departmental peers to drive organizational success as a cohesive unit.
- Championed the strategic planning of the Volunteer Management program to align with New Life Stories' mission and vision.
- Led the Volunteer Relations and Engagement team of 4 Executives in developing and executing initiatives for recruitment, onboarding, and retention, leveraging various recruitment platforms to grow the volunteer database.
- Evaluated, enhanced and implemented the volunteer management policies and processes including tabletop exercise from recruitment, onboarding, recognizing to retention of volunteers with an aim to provide an effective and rewarding experience to volunteers.
- Spearheaded the implementation of the Volunteer Management System, driving digitalization efforts in partnership with the system vendor.
- Established strong, long-term partnerships with Singapore Prisons and Corporate stakeholders to co-create and facilitate events, open visits and fundraising efforts for families and children.
- Mentored students from top schools through Values in Action, as well as young executives from various social service agencies, focusing on volunteer management and community engagement with disadvantaged groups, particularly those impacted by incarceration.
- Represented agency in networking platforms, engaging with other social service agencies, government bodies, and at summits and conferences.
- Effectively managed budgets and allocated resources to maximize productivity and profitability.
Manager, Community and Membership Engagement
NTUC Club
01.2020 - 09.2020
- Managed collaborations and built partnerships for long-term sustainability, focusing on recruitment initiatives and enhancing digital outreach through collaborations with schools, associations, and youth groups.
- Oversaw the conceptualization and execution of retention initiatives, educating both young and senior members on the benefits and privileges of their membership.
- Spearheaded the planning and execution of the onboarding process for digital applications, ensuring user-friendly and engaging content that fosters ongoing connections with new and existing members.
- Successfully accomplished multiple tasks within established timeframes, including overseeing the processing of more than 3000 funding applications during Covid-19.
- Enhanced members' satisfaction by promptly resolving disputes, maintaining open communication, and ensuring high-quality service delivery.
Manager, Experience
NTUC Club
03.2002 - 12.2019
- Oversaw and managed Integrated Guest Services to amplify guest voices through insights, translating their needs and expectations into strategic plans for a seamless guest experience.
- Developed, implemented, and reviewed the organization's corporate service standards, policies as well as Personal Data Protection documentations.
- Streamlined workflows by identifying bottlenecks in existing processes and implementing appropriate solutions.
- Collaborated closely with stakeholders and service partners to enhance business processes, improve systems, handle feedback, and align service standards.
- Facilitated and coordinated major service projects and accreditations, including the Business for Families Mark and S-Class.
- Authored approval papers for various service projects, including the development of service counters in Downtown East, and liaised with lawyers and insurers on liability claims.
- Led and managed escalated feedback from high-profile entities such as the Prime Minister's Office, Secretary General of NTUC, Members of Parliament, and organizations like CASE and REACH.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Led a team of 28 staff members to manage the operation and corporate functions in service management.
- Resolved staff conflicts by actively listening to concerns and finding mutually agreeable solutions.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and effective resource management.
- Implemented customer feedback mechanisms to gather insights, guiding strategic planning and decision-making.
- Facilitated team brainstorming sessions that fostered innovative solutions to long-standing operational challenges.
Education
Diploma in Electronics -
Temasek Polytechnic
Singapore07.2021
Bachelor of Business Administration -
University of New Brunswick
Singapore11.2009
Skills
- Customer Relationship Management
- Operations Planning and Management
- Volunteer Management
- Strategic Planning
- Critical thinking and problem resolution
- Cross-Functional Collaboration
- Data-driven decision-making
- Organizational Development
- Budget Administration
- Team Leadership Skills
- Effective Time Management
- Excellent Communication Skills
Accomplishments
- Recipient of EXSA award by SPRING Singapore - Silver, Gold and Star Category from 2004 to 2019
- Individual Champion Award Recipient for 'We Welcome Families' Award 2013
- Outstanding STAR Nominee in 2006
- Statement Of Attainment in WSQ Problem Solving and Decision Making
- Certificate in Leadership & Management in Hospitality Industry with Honours
- Certificate Of Achievement in Service Leadership Training Program
- Statement of Attainment in WSQ Business Excellence Assessment
- Volunteer Management Masterclass - Transform and Build a Future-proofed Volunteer Strategy
- Certificate in Volunteer Management Practices: Connect, Engage and Develop
- Certificate of Fulfillment in Understanding Child Protection Framework and Family Violence
- Accorded the Volunteer Management Practitioner recognition by NCSS.
- Accorded the Volunteer Management Champion by NCSS.
Languages
English
Malay
Personal Information
- Date of Birth: 05/05/81
- Nationality: Singaporean
Hobbies and Interests
- Writing
- Reading
- Travelling
- Cooking
- Listening to music
Other Qualifications
Academic Scholarship Sponsorship by Employer - NTUC Club
Timeline
Senior Manager, Volunteer Relations and Engagement
New Life Stories Limited
09.2020 - 09.2024
Manager, Community and Membership Engagement
NTUC Club
01.2020 - 09.2020
Manager, Experience
NTUC Club
03.2002 - 12.2019
Diploma in Electronics -
Temasek Polytechnic
Bachelor of Business Administration -
University of New Brunswick
Similar Profiles
Diego PresingularDiego Presingular
Duct Cleaner at The Duct StoriesDuct Cleaner at The Duct Stories
Alexis TereszcukAlexis Tereszcuk
Writer & Fact Checker at Lead StoriesWriter & Fact Checker at Lead Stories
RANJAY RAJRANJAY RAJ
Fresher at Live StoriesFresher at Live Stories