ROCKY NG HONG YUN
Operations Lead
Summary
Thorough Operations Lead with 4 years of experience driving business success. Poised professional with outstanding communication, organizational and leadership skills. Motivational and seasoned to lead team of talented employees. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Operations Lead
Made Brands Pte Ltd
11.2023 - Current
- Overall, In charge for 1 Cafe Outlet & Supermarkets & Retail Stores
- Staff Management
- Hiring, Training staff including barista & trainers
- Developing work schedules and ensuring adequate staffing levels
- Monitoring staff performance and providing feedback.
- Handling employee issues, such as disputes and disciplinary actions
- Inventory Management
- Managing inventory levels to ensure everything is okay (Procurement Taiwan)
- Overseeing the ordering and procurement process to minimize waste and control costs.
- Monitoring and optimizing supplier relationships and negotiating contracts.
- Quality Control
- Ensuring Drinks is prepared and served according to SOP.
- Conducting Regular inspections and audits to maintain food safety and sanitation standards.
- Customer Services
- Ensuring high level of customer satisfaction by maintain service standard and addressing customer concerns or complaints.
- Creating Training Program for staff in customer service best practices
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management.
- Contributed to the creation of a safety-first culture by implementing and enforcing strict workplace safety protocols.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Observed packing operations to verify conformance to specifications.
Operations Mgt Trainee
The Care Svc Pte Ltd
04.2023 - 10.2023
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Attended training courses to build understanding of processes, techniques, and industry.
- Adhered to corporate data confidentiality rules, mitigating breaches.
- Shadowed senior team members to learn all related jobs and tasks.
- Conducted regular reviews of operations and identified areas for improvement.
- Enhanced trainee experience by developing comprehensive orientation programs and hands-on training sessions.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained accurate records of each trainee''s progress throughout the program for future reference and evaluation purposes.
- Streamlined the onboarding process for new trainees, reducing time to productivity.
- Learned new materials, processes, and programs quickly.
Sales & Relationship Executive
Focusrentals Pte ltd
08.2022 - 03.2023
- Attended monthly sales meetings and quarterly sales trainings.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Met existing customers to review current services and expand sales opportunities.
- Achieved or exceeded company-defined sales quotas.
- Built diverse and consistent sales portfolio.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Developed, maintained and utilized diverse client base.
- Built relationships with customers and community to promote long term business growth.
- Trained new employees on customer service, money handling and organizing strategies.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Operation Manager
Nuodle Pte Ltd
01.2020 - 06.2022
- Develop and implement strategic plans to ensure smooth and efficient functioning of organization.
- Manage resources, including manpower, equipment, and supplies, to meet organization's goals and objectives.
- Monitor performance and analyze data to identify areas for improvement.
- Develop and implement quality control processes and procedures to ensure that products or services meet customer expectations.
- Manage financial resources, including developing budgets and analyzing financial data.
- Hire, train, and supervise staff members, providing guidance and support to ensure effective performance.
- Manage relationships with stakeholders such as customers, suppliers, and vendors, negotiating contracts and resolving disputes.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Negotiated prices and services with customers and vendors to decrease expenses and increase profit.
- Devised processes to boost long-term business success and increase profit levels.
Operations Supervisor
Nuodle Pte Ltd
08.2019 - 01.2020
- Assisted operations manager in developing and implementing strategic plans.
- Managed staff and equipment to ensure efficient and effective functioning of department.
- Monitored performance and made recommendations for process improvements.
- Assisted in developing and implementing quality control processes and procedures.
- Managed financial resources, including developing budgets and monitoring expenditures.
- Provided guidance and support to staff members to ensure effective performance.
Senior Project Engineer
Beacon Engineering Pte Ltd
10.2017 - 08.2019
- Coordinate projects, layout plan, detailed drawing, and M&E plan.
- Develop a schedule and ensure timely completion of projects.
- Install antennas in buildings for Telco and base station for Telco’s.
- Supervise Junior or new Engineers, and foreign workers with 5 direct reports and indirect reports based on projects.
- Arrange plan submission to local authorities and plan work inspections to kick off projects.
- Liaise with customers, internal staff, and sub-contractors to determine material type and quantities.
- Supervise and control work as per project plan to ensure quality and timely completion
- Regularly conduct site inspections and meetings to ensure sub- contractor's performance.
- Sites managed including JTC Corporation, CWT District Park, Toll City, confidential sites.
Auxiliary Police Officer
Certis Cisco Pte Ltd
06.2016 - 09.2017
- Issue fines to people who didn't pay their toll for LTA checkpoint.
- Execute guard duty at towers (SPC) and forward checks (ICA) to prevent smuggling of illegal staff into Singapore.
- Supervise a team of 10 for arrival and departure duties and 7 indirect reports.
- Provide guidance to new trainees and improve staff performance through training and empathetic problem solving.
- Assist with preparation of staff assessments.
- Resolve conflicts for staff and members of the public in a professional manner.
Education
Diploma - Food Service & management
SHRM - Singapore
Singapore 06.2020 - 11.2020
Diploma - Leadership & Management
SSTC Institute
Singapore 06.2022 - 01.2024
Higher Nitec - Accountancy
ITE College East - Singapore
Nitec - Office Skills
ITE College East - Singapore
Skills
Adaptability and Flexibility
Resource Management
Performance Monitoring and Analysis
Quality Assurance
Financial Management
Team Management and Leadership
Communication and Interpersonal Skills
Problem-Solving and Decision-Making
Time and Organization Management
Critical Thinking
Teamwork and Collaboration
Operational Efficiency
Streamlining processes and procedures to increase efficiency and reduce waste
Implementing technology solutions, such as point of sales system and inventory management software
Developing and Implementing Standard Operating Procedure (SOP) Marketing and promotions
Collaborating with marketing team to create and execute promotional campaigns and events (NTU,NUS,Coporate business)
Monitor customer feedback & any stakeholder complains in store with regards to cleanliness or outlet appearance
Handling emergency situations and security issues Strategic Planning
Developing long-term strategies to grow the business to stay competitive (Bubble tea)
Provide regular report to senior management or ownership on operational performances
Collaborating with other department such as FOH, Training to ensure smooth operations
Adaptability and Flexibility
Certification
Advance Certification in Workplace Safety and Health (Level B), 2020, NTUC Learning Hub
Key Contributions
- Successful collaboration with Kaikai, NTU, NUS,ST-joseph event for bubble tea.
- Improvement in overall customer satisfaction.
- Google review improvement from 1.0 to at least 4.4 and above.
- Developing leadership skills for current leader (Mentorship)
- Top Sales Award for 3 months in a row (Sep/Nov/Dec)
- Top Lead Generation in a month (140 leads generated)
- Sales Target Achieved for 2 months in a row (Dec/Jan)
- Marketing / Sales Improvement For over 14 stores
- Implemented Training for employees to improve customer service level
- Completed objective / Goal set by company to reduce cost & improve customer service quality of 14 stores
- Decreased operation costs while maintaining service quality, reducing wastage, and increasing customer satisfaction.
- Completed Bi-Weekly Payroll Calculation
- Successfully completed a big project consisting of over 2000 antennas installation scheduled for a year, but accelerated completion within 6 months.
- Saved costs significantly by reducing wastage through 15 cost-saving projects worth thousands per project.
- Received Best Trainee Award during trainee days.
- Stopped a few people smuggling illegal cigarettes in a van during time in ICA.
Timeline
Operations Lead
Made Brands Pte Ltd
11.2023 - Current
Operations Mgt Trainee
The Care Svc Pte Ltd
04.2023 - 10.2023
Sales & Relationship Executive
Focusrentals Pte ltd
08.2022 - 03.2023
Diploma - Leadership & Management
SSTC Institute
06.2022 - 01.2024
Diploma - Food Service & management
SHRM - Singapore
06.2020 - 11.2020
Operation Manager
Nuodle Pte Ltd
01.2020 - 06.2022
Operations Supervisor
Nuodle Pte Ltd
08.2019 - 01.2020
Senior Project Engineer
Beacon Engineering Pte Ltd
10.2017 - 08.2019
Auxiliary Police Officer
Certis Cisco Pte Ltd
06.2016 - 09.2017
Higher Nitec - Accountancy
ITE College East - Singapore
Nitec - Office Skills
ITE College East - Singapore