SITI NURATIKAH BINTI HAMDAN

• Contributed to revenue generation through upselling.
• Enhanced customer satisfaction by efficiently handling check-in and out processes and addressing concerns.· Contributed to revenue generation through upselling.
• Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Enhanced customer satisfaction by efficiently handling check-in and out processes and addressing concerns.
• Managed room inventory effectively to optimize occupancy rates and maximize revenue potential.
• Performed administrative tasks such as managing reservations, preparing reports, and maintaining accurate records of daily transactions.

• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Provided product and service recommendations to guide customers on products to meet varying needs.
• Handled billing and payment issues following guidelines, resolving disputes properly.
• Maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Documented customer interactions in internal database to maintain customer service history details.

Achievements:

• Top SSS Achiever - 92.7% SPS (Survey)
• Top SSS Achiever - Total Revenue $16.495 USD
• Top SSS Achiever - Call Handling Time (CHT) 688 Seconds
• Perfect Reliability - Attendance & Punctuality

• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Document, complete shift reports, and register readings during the end of shift.
• Liaise with suppliers for outlet requirements & ordering of stocks.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Trained new employees on proper protocols and customer service standards.
• Weekly & Monthly sales report analysis
• Promoted positive customer experience through day-to-day supervision
• Collected, arranged, and input information into database system.
• Responded to email and phone calls requests to provide customers with information.

• Customized training strategies based on individual barista knowledge, experience and strengths.
• Provided in-depth information to customers on beverage preparation and offered samples of latest brews.
• Handled and resolved customer issues and complaints to drive customer satisfaction and repeat business.
• Maintained espresso equipment and performed minor repairs to keep coffee machines functioning properly.
• Trained new employees in groups and in one-on-one scenarios.
• Complied with standards for merchandising, stocking and storing product.
• In-Charge in Store QA Pre-Audits.
• Organized small classes such as coffee tasting to customers

Achievements

• Certified Coffee Master & Advanced Coffee Master Program
• Certified in Basic Latte Art
• Certified in Black Eagle Espresso Machine
• Certified in Manual Brewing - Chemex, Pour-Over, Siphon
• The Staff of the Month
  The Staff of the Quarter

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Conducted research, gathered information from multiple sources and presented results.
• Collected, validated and distributed information to employees.
• Assisted project manager in updating & tracing of P&IDs
• Coordinated sampling and analysis tasks to verify quality of finished products.

• Perform visual inspection, dimensional inspection for finished products Audit incoming materials, product discrepancy & liaise with external vendors regarding any issues.
• Update database with inspection results weekly/monthly quality inspection trend report.
• Retrieving data & other general duties
• Investigated discrepancies discovered during auditing process.