Name: Yen Hazlynda Rawi Hawkes
Nationality: Singaporean
Marital status: Married
Date of Birth: 4th April 1970
Telephone number: -
Email:-
Summary of Experience
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Highly personable customer service professional with more than 27 years of
experience in accounts management and sales in various industries such as Banking,
Market Research, Consultancy & Construction.
An eye for identifying customer needs and wants, thus presenting appropriate
solutions.
Ability to gain customer trust and provide exceptional follow up leading to increase
repeated business.
Expertise in resolving escalated customer service issues.
Effective at team building and staff retention with first-rate communication and
training skills.
Promote and maintain team morale; yield management skills and a “can do”
attitude.
Commitment to excellence in client services with quick resolution of changes.
Employment
October 2015 – present
Jigyasa Consulting
Consultant, Business Development
Jigyasa Consulting was started in 2001 in Singapore and our team have worked with large
multinational companies covering a broad spectrum of industries such as; Manufacturing,
Retail, Services and Defence etc – Raffles City Pte Ltd, MTV Asia, Singapore Air Force,
Singapore Police Force, Nike, Carl Zeiss, Akzo Nobel, ABN Amro, Cisco and HSBC just to
name a few.
Working remotely, I am responsible for lead generation in the geographies of Indonesia,
Singapore, Malaysia & Australia.
• Locates or proposes potential business deals by contacting potential partners; discovering
and exploring opportunities to ensure a robust pipeline of opportunities.
• Set up meetings between client decision makers and company’s practice
leaders/Principals.
• Plan approaches and pitches.
• Work with team in Singapore/Malaysia to develop proposals that speak to the client’s
needs, concerns, and objectives.
• Close new business deals by coordinating requirements; developing and negotiating
contracts; integrating contract requirements with the Director, Jigyasa Consulting in
Singapore.
January 2015 – present
Vicki Genge, First National
Personal Assistant
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Assisting 5 hours per week mostly remote; managing content, social media activities,
PR & marketing, newsletters etc
Jan 2013 – present
Starflyer Construction
Admin Manager
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Assisting with project management and administrative duties such as quotation for
clients and from suppliers, purchase orders, invoices for clients & project home
builders, payments to suppliers etc
June 2013 – November 2014
Bankwest, Augusta / Margaret River
Teller, Permanent Part Time
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100% exposure to branch operational duties which includes but not limited to
frontline and backroom functions.
June 2012 – present
Property Manager
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Managing cleaning roster, linen order, bookings via Stayz, managing the garden area
and overall general cleanliness and maintenance for a perfect stay.
Marketing & promotions via Stayz, Gumtree and social media platforms to the Asia
market; Singapore and Malaysia.
February 2011 – September 2015
AQ Services International
Business Manager
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Started in their Singapore office and then based in Jakarta for one year for market
expansion; reporting to the Managing Director, Asia. Based in Western Australia
from April 2012; working remotely and reporting to both HQ in Holland & Kuala
Lumpur managing account and project management for Indonesia, Singapore and
Australia & New Zealand clients.
The job scope involves assisting the clients to measure quality of service or
compliance to regulations / SOPs or to gather specific information about products
and services in order to improve their service standards / KPI.
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Meeting with clients to understand their needs and offering them a tailor made
package for the project and also subsequent meetings to determine extra services
needed such as coaching.
Project management for companies In Singapore, Indonesia and Australia & New
Zealand such as Chanel & Chanel FBP Singapore, Chanel Indonesia, Louis Vuitton
Singapore & Indonesia, HTC Indonesia, Tempur Indonesia, Audi Singapore, Rolex
Singapore & Indonesia, Peugeot Indonesia, Jetstar Australia & New Zealand and
many more.
January 2011 – present
Yen Hawkes Consultancy
Business Owner
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A one-stop consultancy for events management, web design, marketing, business
analysis, tailored training & development, social media, business services and
coaching.
March 2008 – February 2011
STR Global
Account Manager Asia Pacific & Oceania
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Joined STR Global (HQ in London & USA) and was given the task of setting up their
first Asia Pacific office in Singapore reporting to the Area Director.
Account management for Asia Pacific, Australia & New Zealand hotels to provide
bench marking against competitor reports. Reviewing renewals towards the end of
membership; taking into consideration feedback received.
Quarterly face to face meetings and presentations with Big Chains such as Starwood,
Shangri-La, Hilton, Hyatt, Intercontinental Hotel Group and many more to discuss
solutions for their competitive market.
Meeting prospective clients to introduce the benefits of the STAR reports to measure
their Daily, Weekly, Monthly and YOY data versus their competitors to improve their
marketing and promotion strategies as well as their KPI.
Manage the Asia Pacific team of 9 in Singapore and virtually from the China, Jakarta,
Japan and Australia office.
Worked from the London office and remotely from the USA & Spain from April to
October 2010 – while still reporting to the Singapore, London & US office remotely.
April 2010 – October 2010
Funtime Industries
Manager Mallorca, Spain & Florida USA
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Onsite manager couple for the Slingshot sites in Mallorca, Spain, Old Town
Kissimmee & Magical Midway I-Drive Florida, USA Theme Park – trampolines, mini
putt, go-karts, StarFlyer etc.
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Daily duties such as staff management, ticketing, staff rostering, bookings &
reservations for individuals and groups, customer relations, open & close
procedures, daily accounts, social media.
October 2005 – May 2007
It’s Just Lunch Singapore
Matchmaker & Office Manager
It was such a great experience being a Matchmaker/Dating Specialist for 2 years with It’s
Just Lunch Singapore, a premium dating company, US franchise; starting from getting to
know the clients, the selection process, the arrangement, the excitement for feedback and
the heart to heart talk.
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Was given the responsibility of setting up the 1st franchise office in Singapore and
reporting to the Managing Director with full responsibility in the areas of Finance, PR
& Advertising, Marketing, Human Resources and Liaising with contractors and IT
issues. Also managing meeting and travelling schedules.
Managing a database of clients with signed up membership packages for an
exclusive professional dating service. Reviewing renewals towards the end of
membership; taking into consideration feedback received.
Leading a team of 5 staff from the sales and client services department.
January 2003 – September 2005
Citibank, Singapore
Credit Control Manager
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Perform collection duties for secured and unsecured loan facilities. Training of new
staff to familiarize them with the internal system used for collection purposes.
Monitoring phone conversations to ensure proper guidelines are adhered to.
Constant motivation to achieve monthly targets set
Collation of month end claims for meals and transportation for approximately 80
staff in the credit collections unit emphasizing on details of figures input before
submission for approval to VP, Head of Department.
January 1991 – December 2002
Development Bank of Singapore
Client Services Manager
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Responsible for the administration and efficient daily operations of a full service
branch office which includes Operations, Lending, Product Sales, Customer Service
plus Security & Safety in accordance with the Bank’s objectives. Developed new
deposit and loan business; provided superior level of customer relations and
promoted the sales & service culture through coaching, guidance and staff
motivation towards achieving individual and branch sales, referrals and retention of
account relationships.
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Provided leadership, training and supervision and delegated day to day operations;
managed the Operations team of 8 staff. Responsible for attaining established Bank
and branch goals through active participation in sales management and officer call
programs. Participated in community affairs to increase the Bank’s visibility and to
enhance new and existing business opportunities.
Working closely with a group of Australian consultants in formulating new strategies
in order to increase service standards as well as KPI.
Given the portfolio of setting up a Priority Service Centre in August 2001 and the
responsibility of managing the service centre – which was only accessible to high net
worth clients.
Reporting to the Hub manager on a daily basis on sales figures, daily referral targets,
customer feedback and also trained to collate information pertaining to customer
preferences and presenting it via MIS reports.
Organized branch yearly functions as well as a treasurer for branch budgets.
Education
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Diploma in Public Relations and Mass Communications (2000) awarded by The
Institute of Public Relations of Singapore
GCE ‘A’ Level (1989) – Anglo Chinese Junior College
GCE ‘O’ Level (1986) – Methodist Girls School
Interests
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Travelling
Training / Coaching
Reading – motivational books
Cooking – Fusion (spicy mix of Asian and Western)
Foodie
Music
Community – Homeless Projects
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I have always been very passionate about the homeless community especially having
lived in Jakarta for a year. When I moved to Western Australia in 2012, I was very
surprised to know that the homeless problem exists as well
I have managed to liaise with a few volunteer groups in Perth to make some
donation for food & necessities for their projects. In 2017, I have remotely planned
and organized a few homeless projects with a team of volunteers who are based in
Malaysia. Planning were all done via video calls while working closely with an NGO
team
I have also spoken to the community staff in Margaret River with regards to the
homeless community and their plans for assistance
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I am also planning another project for the homeless scheduled for the last quarter of
2017 / 1st quarter 2018 in Kuala Lumpur Malaysia
Community – Empowering Women Projects
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Another area which is very close to my heart is empowering women – single moms,
cancer survivors, business start-ups for women in need; providing them with
motivation and inspiration to lead their lives and their stories could motivate and
inspire others to appreciate their lives and be a better and successful individual
I am also planning a Program for Women in Kuala Lumpur Malaysia the last quarter
of 2017 / 1st quarter 2018 - to empower them, to motivate them and to inspire them
to take charge of their lives
Skills
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Proficient in spoken English, Bahasa Indonesia and Malay
Well versed in written English, Bahasa Indonesia and Malay
Working knowledge of Microsoft applications such as Word, Excel, PowerPoint &
Outlook
Working knowledge of marketing software such as Click Funnels, Infusionsoft, Mail
Chimp, Scope leads etc
Expertise in building Ecommerce sites using Shopify
Social Media via Facebook & Instagram
Salary
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Negotiable
Other Information
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References upon request
