Nurul Natasha Binte Abdul Aziz

Senior Experience Executive

Certis Aviation Pte Ltd

07.2018 - Current

Developed and documented Standard Operating Procedures (SOPs) for a new project at Jewel Changi Airport.
Collaborated with the teams to brainstorm and outline effective processes and workflows.
Conducted research and analysis to ensure SOPs align with operational and client needs
Streamlined operational processes by creating clear and concise guidelines for team members.
Reviewed and refined SOP drafts through feedback sessions, ensuring accuracy and relevance.
Developed job descriptions and recruitment strategies to attract talent for the new teams.
Selected new hires for team lead roles to ensure effective placement and optimal staffing for the project's success.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Collaborated with internal and external stakeholders to close gaps and improve customer experience.
Developed comprehensive training materials for new hires, resulting in a more effective onboarding process.
Oversee and manage day-to-day operational needs, ensuring smooth and efficient processes.
Analyze existing processes and workflows to identify opportunities for improvement in efficiency and effectiveness.
Lead and manage a team of experienced staff, providing guidance, coaching, and conducting performance evaluations.
Address operational challenges and resolve issues promptly to maintain smooth operations.
Collaborate with cross-functional departments (JCAD, QMT, Service Excellence) to ensure a cohesive approach to customer service.
Ensure operational activities meet or exceed customer expectations, contributing to high levels of customer satisfaction.
Conduct performance evaluations and provide constructive feedback to team members for continuous improvement.
Assign and distribute tasks and responsibilities among team members based on strengths and workload.
Monitor and evaluate customer interactions to ensure the delivery of high-quality service.
Provide training and ongoing support to enhance team performance and skill development.
Organize and conduct training sessions for both new hires and existing customer service representatives.
Address and resolve customer complaints effectively, ensuring customer satisfaction.
Generate and deliver monthly performance reports, including metrics such as complaints, compliments, and call volumes.
Act as a liaison between the experience team and management, communicating feedback, suggestions, welfare, and concerns.
Manage administrative tasks, including overseeing scheduling, monthly rosters, and attendance for the experience team.
Craft detailed investigation reports in response to negative feedback and customer concerns.
Conduct monthly audits to assess and improve operational performance and compliance.
Managed administrative duties, including rostering and handling HR-related tasks such as attendance tracking and leave management.