Zil Kadia

As a dedicated HR professional in a dynamic organization of 350 employees, I have successfully managed end-to-end onboarding for 46+ new hires, ensuring a seamless integration process. My role encompasses close coordination with the PRO for legal compliance, and I oversee all logistics, including flight and hotel bookings, to guarantee a smooth and welcoming onboarding experience for new employees.

Key Responsibilities:

• Onboarding & Offboarding: Managed the complete onboarding and offboarding processes for employees, ensuring compliance with company policies and local regulations.
• Talent Acquisition: Conducted CV screening and talent acquisition, collaborating with department heads to fulfill staffing needs with top-tier candidates.
• Logistics Coordination: Oversaw travel and accommodation arrangements for new hires, working closely with external vendors to ensure timely and cost-effective bookings.
• Employee Support: Acted as the primary point of contact for staff queries, providing prompt and effective solutions to HR-related concerns.
• Documentation & Compliance: Maintained meticulous employee records and ensured up-to-date documentation for all personnel.
• Process Improvement: Streamlined HR procedures and workflows, enhancing efficiency across multiple departments.
• Timekeeping: Managed and processed timesheets for 120 employees, ensuring accurate payroll and attendance records.
• Reporting: Prepared and presented comprehensive monthly HR reports to management, highlighting key updates and insights.

Achievements:

• Successfully onboarded over 46 employees, contributing to a positive candidate experience and high retention rates.
• Implemented improved procedures for employee documentation and timesheet management, reducing errors and administrative time.
• Enhanced interdepartmental collaboration through effective communication and process optimization.

My commitment to operational excellence and employee satisfaction has contributed to a collaborative and high-performing workplace culture.

As a dedicated Cashier at Lablows, I deliver exceptional customer service while efficiently managing daily cash operations and supporting administrative functions. My role involves processing transactions with accuracy, handling price matching requests, and ensuring a seamless checkout experience for every customer. I pride myself on building long-lasting relationships with customers by providing personalized assistance, resolving concerns promptly, and maintaining a welcoming atmosphere. Additionally, I collaborate with the administrative team to streamline store operations, contributing to a positive and productive work environment.

Key Responsibilities:

• Accurately process cash, credit, and electronic payments, maintaining balanced registers and adhering to all cash handling protocols.
• Provide expert assistance with price matching, ensuring customer satisfaction and store competitiveness.
• Deliver outstanding customer service by addressing inquiries, resolving issues, and creating a friendly, approachable environment.
• Support administrative tasks such as inventory management, data entry, and report preparation to enhance store efficiency.
• Foster strong customer relationships that encourage repeat business and positive word-of-mouth.
• Collaborate with team members to uphold store standards and achieve organizational goals.

As a Consultant at the Collision Reporting Centre, I serve as a vital liaison between the public, law enforcement, and insurance stakeholders, ensuring a seamless and efficient collision reporting process. My role is multifaceted and demands a high level of professionalism, attention to detail, and strong interpersonal skills.

Key responsibilities include:

• Frontline Customer Service: Greet and assist visitors, promptly assessing their needs and directing them to the appropriate resources or authorities, ensuring a welcoming and supportive environment.
• Expert Communication: Respond to telephone inquiries, provide accurate information regarding legal obligations for motor vehicle collision (MVC) reporting, and facilitate communication between drivers, police, and insurance representatives.
• Document Verification & Interviewing: Diligently verify driver documents (license, ownership, and insurance), conduct thorough interviews to ascertain collision details, and ensure the accuracy and completeness of all information collected.
• Data Management: Enter detailed collision data into proprietary software to generate official MVC reports for use by Police, Insurance Companies, and the Ministry of Transportation.
• Digital Documentation: Photograph vehicle damage, upload images, and scan paper documents to maintain a comprehensive digital record for each incident.
• Records Administration: File, retrieve, and manage reports as required, maintaining strict confidentiality and compliance with privacy standards.
• Law Enforcement Collaboration: Work closely with police officers within the station, utilizing police terminology and protocols to facilitate rapid response, arrest, and dispatch procedures during accidents. Ensure timely follow-up on records and ongoing coordination with law enforcement personnel.
• Public Education: Clearly communicate the legal responsibilities of drivers following a collision, helping individuals navigate the reporting process with confidence and understanding.

This dynamic role requires adaptability, strong problem-solving abilities, and the capacity to work effectively under pressure. My experience at the Collision Reporting Centre has honed my expertise in customer service, data accuracy, and collaborative operations within a law enforcement environment.

Front Office Operations
Accord Vistana, Penang
Business Hotel | 635 Rooms (225 Apartments, 215 Hotel Rooms)

Role Overview:
As a Management Trainee at one of the city’s premier business hotels, I play a pivotal role in delivering exceptional guest experiences across our expansive property, which features 635 rooms, including both serviced apartments and hotel accommodations. My responsibilities span guest relations, front office administration, reservations, and system management, ensuring seamless operations in a dynamic hospitality environment.

Key Responsibilities:

Guest Relations & Front Desk Operations:

• Greet and welcome guests with professionalism, efficiency, and warmth, setting the tone for their stay.
• Oversee check-in and check-out processes using advanced PMS systems (HTML and Cloud 9), ensuring accuracy and efficiency.
• Address guest inquiries, requests, and complaints promptly, delivering solutions that exceed expectations.
• Provide expert knowledge of hotel amenities, services, and local attractions to enhance the guest experience.
• Maintain a pristine and organized front desk environment at all times.

Operational Oversight:

• Conduct regular room and ground checks for both hotel and apartment accommodations, as well as restaurants and hotel facilities, ensuring top-tier cleanliness, safety, and service standards.
• Oversee day-to-day front desk operations, maintaining a clean and organized workspace.
• Complete all shift checklist tasks to guarantee operational continuity and quality control.
  

Reservations & Revenue Management:

• Assist with individual and group reservations, including online bookings and special university or ballroom event reservations.
• Manage account settlements for guests, corporate clients, and travel websites, ensuring accuracy and compliance with hotel policies.
• Support the transition and integration of new PMS technologies (from HTML to OPERA Cloud 9), including day turnover processes.
  

Administrative & System Proficiency:

• Operate and troubleshoot hotel systems, including PBX phone systems, key card access, and general office equipment.
• Process payments and maintain detailed, accurate records of all guest transactions.
• Complete all shift checklist tasks and ensure smooth handovers between shifts.
  

Facilities & Guest Services:

• Promote and support a wide range of hotel facilities, including outdoor swimming pools, fitness centre, on-site restaurant, business centre, and family-friendly amenities.
• Coordinate with housekeeping, concierge, and maintenance teams to guarantee guest satisfaction.
• Ensure compliance with safety, security, and accessibility standards for all guests.
  

Key Achievements:

• Supported a seamless PMS migration from HTML to OPERA Cloud 9, including staff training and process optimization.
• Consistently received positive guest feedback for outstanding service and problem resolution.
• Played an integral role in managing large-scale events, group bookings, and VIP guest arrivals.

Skills & Competencies:

• Advanced knowledge of hotel management systems (HTML PMS, Cloud 9, OPERA Cloud 9)
• Strong communication skills in English, Malay, and Chinese
• Excellent organizational, multitasking, and problem-solving abilities
• High attention to detail and commitment to guest service excellence
• Adaptable and proactive in fast-paced, multicultural environments

Facilities Managed:

• 24-hour front desk, concierge, and luggage services
• Business centre, meeting/banquet facilities
• Restaurant, fitness centre, and outdoor pool
• Family rooms, accessible parking, and EV charging stations
• Shuttle service, laundry, and daily housekeeping