DHL Express Malaysia

Recruited by DHL Express to be the retail business and project manager for Malaysia. Oversee the changes needed in the retail logistic business as a result of the pandemic and execute them accordingly while still following the company’s operational processes. Additionally, was in charge of supervising all aspects of retail projects to ensure results are met within the set timelines and budgets. Works closely and collaboratively with stakeholders in a cross-functional environment to define project scope, budget and outcomes.

Retail Business & Project Manager

Cotton On Group

In charge of coaching the store team to work and win together as a team while ensuring that the store is managed properly and is compliant with COG standards and procedures. I review store experience and provide feedback to all relevant parties to deliver and execute the best development plan that fits the team or individual.

Retail Training & Community Manager

Responsible for 6 stores in Johor with an overall total business of 40-50 million yearly. I lead every aspect of operations, inventory, training and developing teams in customer service techniques, by monitoring and implementing corporate programs in sales and merchandising.

Retail Cluster Manager

Consequently, promoted to Flagship Store Manager of Pavilion, KL (a much more challenging and busier store) in less than a year’s time.

Flagship Store Manager

Given the opportunity to manage my own store after a consistent display of skilled performance in detailed, creative problem-solving in tackling the challenges that come with managing a retail store. Became the go-to person responsible for the profitability and overall running of store operations including continued efficiency in inventory management while creating a positive shopping experience for all our customers. As a leader, I kept on building strong and productive relationships with my team through empowerment in an inclusive working environment.

Key achievements:
- Recognised as the top store in Malaysia for having the highest GP contribution, per square foot.
- Achieved top 5 KPIs results across Malaysia.
- Led a team of 20 (4xFTEs + 16xPart-timers) in a core-graded store that brought in sales revenue of more than MYR 5 mill YoY.
- Scaled tasks efficiency through detailed planning based on allocated hours; increased team productivity to 97% and customer ratings to 95%.
- Advocated for 1xFTE promotion into a Supervisor role.
- Coordinated stocktake prep with the store and LPR team; resulting in a 100% prep score and 29% improvement from the previous stocktake result.

Store Manager

Partnered with the Store Manager and one other Assistant Manager, the 3 of us managed the daily retail operations for one of the busiest flagship stores in Malaysia through clear, constant communication and collective teamwork. Our focus was on achieving targets (sales and KPIs) through stable operational planning and keeping healthy inventory levels while developing junior team members. With those focuses and the guidance from an experienced area manager, I continue to learn and improved my skills in retail operations and strategic business planning.

Key achievements:
- Identified a global IT issue that affected product pricing; helped the company save on costs and time it will take to fix other areas because of it.
- Devised and led 2 FTEs on inventory movement planning that help with stocktake prep which was scheduled by the Loss Prevention and Risk Management team; leading to the store achieving the highest stocktake improvement results in FY 2015.
- 1 in 5 stores in Malaysia that achieved the best charity ratio (1:4) in CNY 2016; selected by the team to participate in an educational trip on the continuous importance of our COF program.
- Learned COG's VM standards through their global guidelines and active collaboration with the VM team to deliver appealing displays to increase store footfall; resulting in a consistent sales increase of 10-15% YoY.
- Assigned to be the Subject Matter Expert for the ladies’ product category; involved in product feedback meetings and became one of the lead brand ambassadors during special product launches and monthly VM workshops.
- Participated in a 2-day mass recruitment drive for seasonal part-timers hiring; fulfilled 21 vacancies for stores across KL and Selangor areas.
- Mentored and trained new hires in product knowledge as well as successful practices in customer relations and time management.

Assistant Flagship Store Manager

PT. Mitra Adiperkasa Tbk

Works closely and collaboratively with key stakeholders in a cross-functional environment to define project scope, strategy, deliverables, budget and outcomes. Other duties include to develop project objectives with all relevant stakeholders to ensure technical feasibility. As well as facilitate and lead regular project updates with the country head and all related departments.

Retail Project Manager

Godiva Chocolatier

As the Outlet Manager of a prominent luxury chocolate brand, boosting the customer experience is one of my key responsibility to ensure continuous relationships with our retail B2C and corporate clients to achieve the set targets and outcomes. The main strategy was to implement training for team members and keep up-to-date on broad product library and sales methods that best fit our clients.

Key achievements:
- Lead and managed a team of 8 specialists to increase satisfaction ratings resulting in 87% positive client retention.
- Collaborated with the VM and Marketing team to ensure product displays are attractive and clear; generated a 10% increase in sales from new clients.
- Worked together with Ops, Logistics and Merch team to plan 3 off-site events aimed at clearing slow-selling and excess products; achieved 100% stock clearance for all events.
- Refined email communications and sales scripts for our corporate clients; reduced miscommunication by 15% and achieved a 93% response rate through cold emailing and cold calling.
- Created a sales list to quickly identify potential leads; improved follow-up process and supported sales forecasting for the outlet that help identify key actions.

Outlet Manager

Ning Restaurants

During my tenure as Restaurant Manager, I gained extensive knowledge and experience in overseeing all aspects of restaurant operations and ensuring exceptional customer experience. I am adept at creating and executing effective business strategies to drive sales, manage costs and foster a positive work environment. The role has helped strengthened my negotiation skills, analytical abilities and proficiency as a team leader.

Key skills and achievements include:
•	Led and coach a team of up to 50 staff, resulting in improved morale and increased employee retention by 15%.
•	Implemented cost-saving measures and revenue-generating initiatives, leading to a profitability increase of 25%.
•	Initiated and maintained strong relationships with suppliers and vendors, resulting in improved product quality and reduced cost.
•	Developed and monitored effective labour management strategies that reduced manpower costs by 12%.
•	Implemented effective systems and processes to streamline operations, resulting in a 20% increase in repeat business.
•	Monitor inventory and ordering systems to ensure optimal stock levels, reduced waste and improve food and beverage quality.
•	Displayed strong leadership skills during high-pressure situations, providing a smooth and efficient dining experience for customers consistently.
•	Partnered with the marketing department and generated successful restaurant promotions, events and marketing activities that drove 85% customer engagement and increased sales.
•	Created and maintained an up-to-date stock checklist for drinks and consumables, to ensure optimal inventory and reduced wastage.
•	Assisted in successfully opening, managing and training a new restaurant branch in York, UK, resulting in smooth operations and boosted positive customer ratings.

Restaurant Manager

Hired as a full-time supervisor then promoted to assistant manager and eventually as manager through positive contribution and capable performance.

Key achievements:
• Boosted efficiency by developing and implementing a daily set-up and close-down routine list for the front-of-house staff, leading to a 20% increase in productivity and a reduced number of service-related issues.
• Led the front-of-house team to deliver warm and efficient service, generating a 15% increase in sales.
• Supervised the front-of-house (20x staff) team service standards and uplifted positive customer ratings to 90%.
• Contributed to team development by actively participating in recruitment and administrative tasks.

Front of House Manager

Lotus F1 Racing

In the latter half of my placement, I served as a hostess for the F1 Lotus team and travelled to China, Australia, and Europe as part of the team. The team operates from Norwich and Malaysia.

- Elevated guest experience by consistently delivering exceptional customer service, resulting in a 98% satisfaction rate.
- Maintained high standards of hygiene and cleanliness in the hospitality unit, resulting in a 100% pass rate during health inspections.
- Streamlined event operations by actively assisting the catering team with setup and tear down of the hospitality unit.
- Contributed to promoting the racing brand by working cohesively with all units in the racing team.

Hostess

The Gold Rill Hotel

During the first half of the placement, I gained valuable experience working at a hotel situated in a quaint area of the Lake District in England.

- Improved guest satisfaction by providing outstanding service, resulting in a 95% positive feedback rate.
- Elevated dining room operations by consistently delivering seamless breakfast, lunch and dinner services, leading to a 10% increase in repeat customers.
- Maintained high room standards by conducting daily room checks and servicing, resulting in a 100% pass rate on hotel inspections.
- Streamlined booking processes by accurately taking reservations and verifying bookings, reducing errors by 88%.
- Contributed to administrative work during low-volume periods, improving efficiency by 20%.
- Demonstrated leadership by taking on the duties of the shift manager in their absence, ensuring seamless hotel operations.
- Expanded skillset by working and training in the hotel's restaurant, housekeeping and reception departments.

General Assistant

As a highly motivated and results-driven professional, I have a strong track record of success in the retail and customer service field. With 10 years of work experience, I have developed a diverse skill set, including project management, business development as well as consumer strategy and have consistently delivered exceptional results for my clients and employers. I have a passion for visual design and learning and am always looking for new opportunities to challenge myself and make a positive impact.

I thrive in fast-paced, dynamic environments and am skilled at building and maintaining relationships with clients, colleagues, and team members. My strong communication and problem-solving skills enable me to effectively navigate complex projects and drive them to successful completion."

**Leadership & Team Management
**Retail Operations & Administration
**Customer Service & Consumer Success
**Business & Brand Development, Sales Planning 
**Budget Analysis & Compliance
**General Human Resource, Recruitment & Performance Management
**Training & Coaching, Learning & Development
**Inventory & Merchandising
**Marketing & Visual Merchandising
**Giving it a go at the new concept of "work"

Message me for my full CV.

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