Nur Al Rahim Bin Manaf
Marketing Operations
Summary
Marketing Operations professional with over 5 years of experience working in the Tourism sector. Detail-oriented, personable, and adept at managing complex situations in a fast pace environment. Strong ability in project management that increases team productivity. A customer- oriented person who has an interest in the Sales & Marketing, such as Business Development and Sales prospecting. Bilingual in English and Malay.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
4
4
Certifications
Work History
Marketing Operations Executive
Marina Bay Sands
01.2017 - Current
- Handle casino patrons’ and internal/external stakeholders’ enquiries, requests, and feedback through emails and calls to ensure that their needs are attended to timely and professionally
- Actively worked to display a courteous and empathetic attitude to handle an average of 40 customer inquiries daily, resulting in a net promoter score of over 70
- Work with the Business Development Team, Casino Operations, and Hotel to ensure arrangements have been made to meet patrons’ needs while maintaining the highest level of customer service
- Responsible for processing reservation requests for rooms, flights, attractions, restaurants, and limousines transfer
- Discussed account details with customers and recommended redemption of casino offers such as room, birthday and events to them based on listening to their needs and interests
- Help maximize room revenue by up-selling higher room categories to patrons
- Led with creating and enhancing Robotic Process Automation (RPA) programming scripts in the Marketing Operations team to automate and standardize repeatable business processes
- Assisted the Direct Marketing team in curating a special SMS reminder text in Indonesian for the Hotel check-in registration appointment system for Indonesian-speaking only casino patrons
- Selected by management to be a representative of the Marina Bay Sands' OneMbs culture programme.
Admin Assistant
Marina Bay Sands
10.2016 - 12.2016
- Accurately verified and processed invoices and documents, reducing report discrepancy by 90%
- Provide filing, copying, formatting correspondence support as assigned by supervisors
- Maintained online databases of scanned invoices, including updating information when necessary
Software Tester
Pactera
03.2013 - 04.2013
- Provide end-to-end application and printer software testing services and implementation
- Perform test activities such as test execution, capturing and analyzing test results and raising & tracking defects
- Troubleshooting issues during test script execution.
Education
Bachelor of Science - Marketing
Singapore University of Social Sciences
Singapore 07.2017 - 12.2022
Diploma - Business Information System
Republic Polytechnic
Singapore 04.2011 - 03.2014
Skills
Active Listening
Attention to Detail
Building Customer Loyalty
Bilingual Customer Support
Customer Service
Microsoft: Excel, PowerPoint, Word
Project Management
Opera (PMS)
Robotic Process Automation
Problem Solving
Process Automation
Accomplishments
- Administered the creation and ongoing enhancement of RPA solution that provides rapid and repeatable delivery of automated processes.
- Configure new RPA processes that are efficient, well structured, maintainable, and easy to understand.
- Design solutions utilizing RPA best practices and maintain technical responsibility for project delivery.
Develop and document configuration best practices, create and maintain solution documentation and coordinate training for over 20+ team members. - Support existing processes and implement change requirements as well as problem-solving issues that arise in day to day running of RPA processes and provide timely responses and solutions as required by operations.
Certification
DS101: Introduction to Python Programming – Hackwagon Academy Results: Distinction
Timeline
Bachelor of Science - Marketing
Singapore University of Social Sciences
07.2017 - 12.2022
Marketing Operations Executive
Marina Bay Sands
01.2017 - Current
Admin Assistant
Marina Bay Sands
10.2016 - 12.2016
Software Tester
Pactera
03.2013 - 04.2013
Diploma - Business Information System
Republic Polytechnic
04.2011 - 03.2014