Rohaidah Isnin
Summary
Highly dedicated and professional Customer Relations Specialist with an outstanding record of providing superb customer service. Adept at handling multiple simultaneous service requests with complete accuracy and courtesy. Excellent mentor and trainer for new or less experienced customer service representatives.
Industrious Center Manager dedicated to keeping operations efficient and smooth by delivering successful leadership and team management at all levels. Experienced in administering budgets, overseeing personnel needs and solving routine and complex problems. Familiar with F&B as well as Enrichment School markets and proactive in capturing new customers and business opportunities.
Overview
17
17
years of professional experience
Work History
Center Manager
The Write Connection
09.2022 - Current
- Provided exceptional customer service to clients, resulting in high customer satisfaction ratings
- Managed centre operations including teachers and front desk team
- Handled operations reports as well as meeting of centre KPIs
- Handled multiple service requests simultaneously with accuracy and courtesy
- Mentored and trained new and less experienced customer service representatives
- Problem solving for parents as well as staff.
- Directed daily operations at City Square Mall Branch.
- Prepared monthly budgets with controls to prevent overages.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Directed work of Front Desk and Teaching teams to deliver exceptional customer experiences.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Managed work and performance of more than 4 employees.
Hawker Stall Manager
Malay Muslim Cuisine
01.2017 - 01.2022
- Managed all aspects of the day-to-day operations of a hawker stall, including inventory management, customer service, and financial reporting
- Increased revenue by implementing new marketing strategies and optimizing pricing
- Recruited, trained, and supervised a team of employees.
Passenger Relations Agent
SATS Limited
01.2016 - 01.2017
- Provided outstanding customer service to passengers in the lounge, ensuring a positive airport experience
- Resolved customer complaints and issues in a timely and professional manner
- Coordinated with cross-functional teams to ensure a seamless travel experience for passengers.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Escorted handicapped passengers from terminal to aircraft.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Announced flight status updates and information about gate changes over PA system.
- Monitored security and maintained operational protocols.
- Developed and implemented strategies to minimize customer wait times.
- Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Admin Support
ACE Daytons International Pte Ltd
01.2007 - 04.2007
- Games Convention Asia o Provided logistical/
- Thalessamia Conference o Provided logistical/admin support
- Academics
- Assisted management with special projects to complete all tasks by deadlines.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Maintained databases and contact lists to keep important contact information accurate and up to date.
Production Floor Supervisor
OMNI Nutrition Pte Ltd
01.2010 - 10.2010
- Coordinated with other departments to maintain smooth and efficient product flow.
- Managed team of two production associates, overseeing productive production processes and meeting all deadlines.
- Evaluated team member performance regularly to identify and resolve productivity concerns.
- Resolved issues quickly to maintain productivity goals.
- Evaluated existing production processes and identified areas for improvement.
- Prepared in advance for and addressed production problems, material deficits, equipment failures, and unavoidable delays.
- Set and enforced performance-oriented production approach, significantly increasing worker output and reducing safety incidents.
Information Support
WorldBizz Pte Ltd, Hollywood
01.2009 - 03.2009
- Dinos Event @ Jurong Bird Park o Tour Guide
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
Administration Executive
Sentina Pte Ltd
01.2008 - 07.2008
- Created and updated records and files to maintain document compliance.
- Offered technical support and troubleshot issues to enhance office productivity.
- Reviewed information, created models and contributed to decision-making process by forecasting trends.
- Collected data, input records and protected electronic files.
- Scheduled appointments and meetings, organized materials and prepared rooms.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Maintained protocol throughout routine work days and special events.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Conducted research to assist with routine tasks and special projects.
- Identified communication channels to set roadmap to distribute information.
- Organized and updated databases, records and other information resources.
- Negotiated and executed contracts on behalf of department.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Education
Biomedical Engineering
Nanyang Polytechnic
Yio Chu Kang08.2010
Games And Entertainment Technologies
Temasek Polytechnic
Tampines04.2008
English, Literature And History
Yishun Junior College
Yishun01.2007
Yishun Town Secondary School
Yishun12.2005
Skills
- Personal Skills:
- Driving Skills:
- Class 3 Driving License since 7 October 2010
- Programming Skills:
- Proficient in Java, Visual BasicNET, C, Micro Controller
- Engineering Skills:
- In depth understanding of process design and development as well as
- Competent trouble-shooting skills
- Software Skills:
- Proficient with Microsoft Office Suite (2003, 2007)
- Proficient in Adobe Web Premium CS3, AutoCAD, UniGraphics, AutoDesk
- Inventor 2012
- Staff Management
- Quality Assurance
- Production Work
- Minor Repairs
- Schedule Management
- Efficiency Estimation
Accomplishments
- Yishun Junior College
- English Debate and Drama Club 2006/2007 o Secretary post in club committee o Participated in annual theatre showcase in schools remake of “Antony &
- Cleopatra” 2006 o Participated in 2007 SYF Competition – Drama (Bronze)
- Completed Outward Bound Singapore 5-day Outdoor Challenge Course 2006
- Malay Cultural Society o Participated in Intra-College Malay Pantun Competition 2006
- Yishun Town Secondary
- Member of school Band 2002-2004
- Member of St John’s Ambulance Brigade 2002-2005 – Staff Sergeant Rank o Awarded ‘Outstanding Performance’ in annual Non-commissioned Officers
- Course Camp for the year 2003/2004 o Participated in various workshops Archery Life saving Fire safety Camping
- Completed Basic Scuba Diving Course organized by school 2005
Reading and researching for general knowledge
- Always wanting to upgrade skills and learn new ones to be readily available in times of need.
Timeline
Center Manager
The Write Connection
09.2022 - Current
Hawker Stall Manager
Malay Muslim Cuisine
01.2017 - 01.2022
Passenger Relations Agent
SATS Limited
01.2016 - 01.2017
Production Floor Supervisor
OMNI Nutrition Pte Ltd
01.2010 - 10.2010
Information Support
WorldBizz Pte Ltd, Hollywood
01.2009 - 03.2009
Administration Executive
Sentina Pte Ltd
01.2008 - 07.2008
Admin Support
ACE Daytons International Pte Ltd
01.2007 - 04.2007
Biomedical Engineering
Nanyang Polytechnic
Games And Entertainment Technologies
Temasek Polytechnic
English, Literature And History
Yishun Junior College
Yishun Town Secondary School
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