Shanadyah Mustaffa Email & Phone Number

Singapore

Singapore

Singapore

Head of Customer Care - Singapore, Malaysia & Indonesia 2020- current Build up and manage Customer Care of 3 SEA markets Developed and provided Customer Care Management Training to 15 employees Planned & executed multiple projects to improve NPS and productivity1. NPS weekly dashboard - Established a fully automated NPS dashboard for 3 SEA countries2. Zenyum App chatbot - Increased csat to average 86 in Nov 20213. Customer onboarding email automation- Saved 0.5MH by fully automating customer bound communications/updatesAchievements: CSAT: Maintained average overall CC CSAT of 83 in 2021 (3 markets)  NPS: Maintained average overall NPS of 60 in 2020 (3 markets) Exceeded retainers revenue KPI by 113% in Q4 2021 (339 K USD) (3 markets) Achieved averaged 91% conversion rate of successfully off boarded customers in 2020 Increased MY facebook ratings from 3.2 to 4.5 within the span of 3 months in 2020Customer Care Manager - Singapore & Malaysia 2019  Built the Customer Care team from scratch to 5 headcount handling customers across 2 markets Created and implemented standard operating procedures (SOPs) in After Sales, Logistics and Delivery Services  Maintained strong relationship between Zenyum and 18 clinics across Singapore & MalaysiaAchievements: Maintained 70% of conversion rate for successfully off boarded customers Maintained refinements rate at an average of 41%  Managed Customer complains at 1.48% and executed prompt service recovery

Uniqlo manager candidate 2015 (UQ T1)J2 Assistant store manager 2016 (UQ SM)J2 Assistant store manager 2017 (UQ WWP)Achievements: Increased Sales to 114%, M’s division sales to 129% vs previous year Managed personal cost at 96.7% Produced 7 promotional candidate, 1 Uniqlo Manager candidateJ3 Assistant store manager 2018 (UQ NEX)Achievements: Achieved Grade A for store audit Increased Sales to 105%, W’s division sales to 119% vs previous year Managed personal cost at 99% Nominated for Model storeJ3 Senior Assistant Store Manager 2018 (UQ WWP) Responsible for operations, product and sales floor management of the store  Conducted data analysis monthly to maximize sales and profit Provided staff development for over 60 staffsAchievements: Increased TOP 60 Sales to 41.2 % vs previous year Reduced personal cost from 104 % to 95% Produced 10 promotional candidate, 1 supervisor candidate, 1 Uniqlo Manager candidate

Singapore

Singapore

Hospitality Tourism And Management

Diploma, Hospitality And Tourism Management