Siti Shahirah Sa'don
First Impression Officer
Summary
A passionate and positive individual. Detail-oriented, proficient at building and maintaining professional relationships with more than 10 years of operations, administrative and customer service experience.
Overview
22
22
years of professional experience
10
10
years of post-secondary education
7
7
Certifications
Work History
First Impression Officer
HSBC Bank (Singapore) Lmited
02.2024 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Formed meaningful relationships with key stakeholders, both within and outside the organization, to support increased collaborative efforts.
Senior Operations Executive
Premier Eco-Care Pte Ltd
09.2019 - 07.2023
- Handled day-to-day customer contact via phones, faxes, and emails.
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Introduced new methods, practices, and systems to reduce turnaround time.
- Evaluated staff performance and provided feedback to improve customer service delivery.
Officer (6 Months Contract)
NETS, Merchant Operations & Customer Experience
10.2018 - 03.2019
- Provide administrative and data entry support to merchant on-boarding.
- Liaise with sales and technical departments to ensure accuracy and smooth delivery of NETS terminal deployments to merchants.
- Maintain sustainable relationships and trust with merchants' accounts through open and interactive communication.
- Handle merchants complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Responsible for timely submission of daily and monthly reports.
Assistant Manager, Sales and Services
HSBC Bank Singapore Limited
02.2017 - 07.2018
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Handled sales paperwork and payments with high degree of accuracy to minimize recordkeeping errors.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
First Impression Officer
HSBC Bank Singapore Limited
12.2015 - 01.2017
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Managed multiple tasks and met time-sensitive deadlines.
- Kept reception area clean and neat to give visitors positive first impression.
- Achieved Gold award in EXSA (Excellent Service Award in Banking Sector) - 2015
- Achieved Star award in EXSA (Excellent Service Award in Banking Sector) - 2016
- Promoted to Assistant Manager, Sales and Services
Customer Service Supervisor
HSBC Bank Singapore Limited
02.2010 - 11.2015
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Achieved Silver award in EXSA (Excellent Service Award in Banking
Sector) - Promoted to First Impression Officer
Customer Service Associate
HSBC Bank Singapore Limited
04.2007 - 01.2010
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Promoted to Customer Service Supervisor
Barista / Outlet Asst. Manager
San Francisco Coffee Company
02.2005 - 03.2007
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
Admin Assistant / Receptionist
J.V Fitness Pte Ltd
01.2003 - 01.2005
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Assisted with onboarding new clients and securing paperwork completion.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
- Restocked supplies and submitted purchase orders to maintain stock levels.
Education
O Levels -
Assumption English School
Singapore 01.1996 - 12.1999
PSLE -
Keming Primary School
Singapore 01.1990 - 12.1995
Skills
- Data Entry
Administrative support
Microsoft applications proficiency
Interpersonal Communication
Customer Relations
Certification
Manage Workplace Challenges with Resilience
Timeline
First Impression Officer
HSBC Bank (Singapore) Lmited
02.2024 - Current
Organisational Relationship Building
09-2021
Senior Operations Executive
Premier Eco-Care Pte Ltd
09.2019 - 07.2023
Officer (6 Months Contract)
NETS, Merchant Operations & Customer Experience
10.2018 - 03.2019
Implement Operations for Service Excellence
08-2017
Work in a Diverse Service Environment
08-2017
Respond to Service Challenges
03-2017
Assistant Manager, Sales and Services
HSBC Bank Singapore Limited
02.2017 - 07.2018
Demonstrate the Service Vision
02-2017
Provide Go-the-Extra-Mile Service
02-2017
First Impression Officer
HSBC Bank Singapore Limited
12.2015 - 01.2017
Manage Workplace Challenges with Resilience
11-2015
Customer Service Supervisor
HSBC Bank Singapore Limited
02.2010 - 11.2015
Customer Service Associate
HSBC Bank Singapore Limited
04.2007 - 01.2010
Barista / Outlet Asst. Manager
San Francisco Coffee Company
02.2005 - 03.2007
Admin Assistant / Receptionist
J.V Fitness Pte Ltd
01.2003 - 01.2005
O Levels -
Assumption English School
01.1996 - 12.1999
PSLE -
Keming Primary School
01.1990 - 12.1995
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