Summary
Work History
Certification
Education
GeneralManager
Zarina Abdol

Zarina Abdol

Singapore

Summary

Dynamic and experienced individual in hospitality management, consistently exceeding customer expectations. Excels in efficiently handling inquiries, resolving problems, and creating a lasting impression. Known for adaptability, creativity, and a results-oriented mindset, driving meaningful contributions and advancing organizational goals.,

Work History

Customer Service Specialist

Delta Airlines
Singapore
10.2023 - 08.2024
  • Served as the first line of support for customer inquiries, including flight bookings, schedule adjustments, cancellations, and service requests.
  • Addressed and resolved challenging situations, such as IT outages or disruptions, with professionalism and a solutions-driven approach.
  • Communicated Delta’s policies, services, and promotions clearly and accurately, fostering trust and loyalty.
  • Delivered seamless assistance in navigating Delta’s digital tools, including website and mobile apps.
  • Collaborated with internal teams to resolve escalated concerns while ensuring a positive customer experience.
  • Maintained safety and reliability standards in all communications, ensuring compliance with Delta’s operational guidelines.
  • Strived for first-call resolution by efficiently addressing and solving customer needs during the initial interaction.
  • Tracked and documented customer interactions using Delta’s CRM system for continuous service improvement.

Senior Housing Inspector

Ministry of Manpower (MOM)
Singapore
01.2021 - 10.2023
  • Successfully managed migrant worker dormitories with varying occupancy loads (12 to 7000 residents), ensuring a safe and comfortable living environment
  • Served as an authorized health and safety officer during Covid-19, developing and implementing comprehensive health and hygiene protocols resulting in containment and improvement of illness-related incidents among residents
  • Conducted regular inspections and audits to ensure compliance with Foreign Employee Dormitories Act and safety standards, reducing workplace safety violations
  • Introduced a mobile app (FWMOMCARE) to enhance communication with residents, enabling direct requests to MOM and efficient problem-solving
  • Coordinated with Dorm operators to improve screening processes, resulting in a decrease in incidents related to unauthorized occupants
  • Maintained positive relationships with local authorities and stakeholders, facilitating coordination and information exchange
  • Utilized data analysis to identify trends and implement targeted strategies for migrant worker welfare and issue resolution
  • Collaborated with Non-Governmental Organizations to provide additional support services to migrant workers, enhancing access to healthcare, education, and social integration opportunities

Swab Assistant

Health Promotion Board
Singapore
05.2020 - 12.2020
  • Collaborated with a team of medical professionals to ensure smooth workflow and adherence to established protocols and reduction in patient wait times
  • Demonstrated exceptional attention to detail in correctly labelling and documenting collected swabs, contributing to an error-free record in sample identification
  • Consistently maintained a clean and organized work environment, adhering to strict hygiene standards, and reducing the risk of contamination
  • Effectively communicated with patients, providing clear instructions, and addressing any concerns or questions

Operations Manager

Tinbox Retro and Jazz Club
Singapore
02.2019 - 10.2019
  • Implemented a streamlined inventory management system, reducing the supply cost and minimizing stockouts
  • Introduced a customer loyalty program which increased in repeat business and customer retention
  • Kept facility and equipment in good working condition through regular preventive maintenance and repair schedules
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue
  • Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency

Outlet Manager

Sky 22, Courtyard by Marriott
Singapore
12.2017 - 11.2018
  • Motivated staff through acknowledgment of hard work, achievements and instilling accountability while leading by example
  • Uphold restaurant standards for food and beverage quality, team member engagement, financial goals, standard operating procedures, and guest experiences
  • Encouraged customer loyalty by emphasizing a customer-focused approach by staff
  • Setting up and supervising operations for wedding, banquets, and corporate events

Restaurant Manager

Hemingway's Beach Club
Georgetown
03.2017 - 09.2017
  • Developed and maintained staff that provided hospitable, professional service while adhering to policies and business initiatives
  • Regularly updated computer systems with new pricing and daily food specials
  • Built sales forecasts and schedules to reflected desired productivity targets
  • Maintained cleanliness and sanitation across all food service, storage, and preparation stations
  • Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques & guest interactions

Outlet Manager

Sakalan, Al Baleed Resort By Anantara
Ṣalālah
03.2016 - 01.2017
  • Successfully managed pre-opening activities for a luxury all-day dining outlet in a new hotel, ensuring a seamless and efficient operational launch
  • Led a team of 20+ staff members, fostering a positive work environment and achieving a 95% employee satisfaction rate through effective communication, training, and motivation
  • Monitored key performance indicators (KPIs) and regularly analyzed sales data to identify trends and opportunities for improvement, leading to a 10% improvement in revenue generation
  • Implemented training programs for staff members to enhance service standards and upselling techniques, resulting in a 12% increase in average check size
  • Maintained high standards of cleanliness, hygiene, and safety, achieving a consistent 95% rating in health inspections, and ensuring compliance with all regulatory requirements
  • Actively participated in the recruitment and selection process, hiring and training top talent to build a skilled and efficient team

Certification

Class 3A Driving Licence, Infection Prevention & Control for Healthcare Support, Food & Hygiene Safety WSQ, Advanced Microsoft Excel, Employment Foreign Manpower Act, Work Injury Compensation Act, Foreign Employee Dormitories Act, First Aid & CPR

Education

Bachelor - Hospitality Management

Le Cordon Bleu
Wellington, New Zealand

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