Stephanie Kong

[email protected] • 6011-623 95686

PROFESSIONAL SUMMARY

Results-oriented Operations Manager with 10 years of experience in multi-branch retail operations under the Servay Group of Companies. Demonstrated capability in leading large teams, overseeing store openings, and achieving sales and operational targets. Certified Train-the-Trainer (TTT) professional with strong proficiency in retail systems, reporting, and process optimization. Committed to operational excellence, staff development, and sustainable business growth through structured management and data-driven decision-making.

WORK EXPERIENCE

Operations Manager
01/2019 - Present
Servay Express Sdn Bhd
• Oversee the full retail operations of 32 Servay Express branches, leading a workforce of 200+ staff including supervisors and front-line team members.
• Spearheaded 27 new store openings, managing end-to-end setup including site readiness, staff recruitment, merchandising layout, stock preparation, and coordination with warehouse and logistics teams to ensure timely product delivery.
• Collaborate closely with HQ departments on sales planning, promotion strategies, and operational review to achieve company targets.
• Monitor branch performance through regular audits, ensuring compliance with company SOPs, visual merchandising standards, and customer service excellence.
• Train and develop store supervisors to improve operational consistency and leadership capability across all branches.
• Implemented efficient stock control and replenishment processes to support sales readiness and reduce out-of-stock incidents.
Operations Executive (Person-in-Charge)
11/2015 - 12/2018
Servay Jaya Supermarket Kota Marudu
• Managed the overall daily operations of the supermarket, including sales, manpower, merchandising, inventory control, and customer service.
• Achieved over RM 5.5 million in monthly sales, consistently meeting company profitability and operational performance standards.
• Attained 9 out of 12 monthly sales targets in 2018, through effective sales strategy execution and team motivation.
• Organized community events such as the 2016 Public Christmas Show (Choir & Dance Performance) to strengthen staff team bonding and enhance customer engagement.
• Supervised and trained department supervisors and front-end staff to maintain high service standards and store presentation quality.

EDUCATION

Bachelor of Accounting
Curtin University, Australia

SKILLS

Technical Skills: Retail & ERP Systems: SAP System, GS System, RPFO POS System
Soft Skills: Leadership & Team Management, Communication & Interpersonal Skills, Problem-Solving & Decision-Making, Planning & Organizational Skills, Adaptability & Resilience, Customer Service Orientation, Team Building & Staff Engagement
Tools: Productivity Tools: Microsoft Excel, Word, PowerPoint (Reporting & Data Analysis)

CERTIFICATIONS

Train-the-Trainer (TTT)
HRD Corp Certified

ACHIEVEMENTS

• Successfully expanded Servay Express operations from its early stage to 32 active branches across Sabah.
• Strengthened operational discipline and team accountability through structured SOP training and on-site coaching.
• Recognized for leadership in multi-branch coordination and high-quality store rollout execution.
• Improved sales performance through proactive community marketing and customer engagement initiatives.
• Developed a cohesive and motivated store team through continuous coaching and team-building activities.