Shaidatul Nur Afifah Mohd Sofian Story
Summary
Knowledgeable and dedicated customer service professional with 10 years experience dedicated to providing highest quality service and making customers feel welcome. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Supervisor
LOVE BONITO
2018.08 - Current
- Reviewed shift reports to understand current numbers and trends.
- Consistently met quarterly sales goals and increased customer retention rate year-over-year
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained new employees on proper protocols and customer service standards.
- Interviewed, hired and trained new employees for production positions
- Circulated assigned areas of sales floor to identify customer service opportunities and maintain condition of displays
- Maintained compliance with company policies, objectives and communication goals
- Responsible for company sales every month, team encouragements and morale boost to colleagues
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs
Retail Sales Associate
Zara Singapore
2016.10 - 2018.07
- Greet customers entering establishments
- Informed customers of current store promotions to encourage additional sales purchases
- Answered questions about store policies and addressed customer concerns
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Helped customers complete purchases, locate items and join reward programs.
Supervisor
Forever 21
2014.11 - 2016.09
- Singapore
- Practicing the Standard Operation Procedure(SOP) of a retail shop
- Assisting customers with questions, needs and purchases
- Handle inventory and stocks wise
- Maintaining cleanliness and operations of store standard
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Created efficient work schedules for each team member to maintain deadlines and fully staff shifts
- Monitored and replenished display inventory and restructured according to available stock.
Front Desk
Ponderosa Golf Resort
2012.12 - 2014.10
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
- Monitored phone, fax and electronic database systems for incoming customer inquiries.
Education
Safety Short Course -
Institut Kemahiran Belia Negara (IKBN)
JOHOR BAHRU03.2013
SEKOLAH MENENGAH KOTA MASAI 2 - JOHOR
MALAYSIA11.2011
Skills
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Administrative and Office Support
- Work Planning and Prioritization
- Coaching and Mentoring
- Issue Resolution
Timeline
Supervisor
LOVE BONITO
2018.08 - Current
Retail Sales Associate
Zara Singapore
2016.10 - 2018.07
Supervisor
Forever 21
2014.11 - 2016.09
Front Desk
Ponderosa Golf Resort
2012.12 - 2014.10
Safety Short Course -
Institut Kemahiran Belia Negara (IKBN)
SEKOLAH MENENGAH KOTA MASAI 2 - JOHOR
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