JENNIFER ANDRADE

ad3jiq@r.postjobfree.com DOHA +974-********

www.linkedin.com/in/ jennifer-andrade-3b416411b/

Senior Training Manager Trainer Talent Acquisition Human Resources PROFESSIONAL PROFILE

Proficient, Energetic executive assistance in training, HR & customer service professional more than 29 years of experience in the entire gamut of HR and Recruitment, Customer Service, Training and Development. Expertise in end-to-end Recruitment cycle, performance management, Employee relations, Employee Grievance. HR systems and processes to support business Development and operations, Training & Development, Client relation and excellent customer service expert. With proven track record of supporting the business figures in management of employees and other leading corporate and government organizations. I am highly organized, personable and I am able to deliver high results consistently in challenging and pressurized work environments. SKILLS

Exceptional Analytical and problem-solving skills Honesty, work ethics, and Reliable Experienced in mediation and conflict resolution processes, positive, go-getter attitude Expert stress management skills and key decision making ability under pressure Attentive listener; understanding, empathetic, and personable. CORE COMPETENCIES ACHIEVEMENTS

HEAD OF TRAINING FOR MCDONALDS, QATAR & MIDDLE-EAST FROM NOVEMBER 2020 TILL PRESENT

Principal Accountabilities

People

Reinforcing and demonstrating on the 5 people drivers to gain commitments from the management with regards to values, leadership behaviors, respect and recognition.

Interview, hires and training of new staff with soft skills and empowerment of new skills that will initiate a good service in line with the expectations of the company

Complete and present performance appraisals based on defined goals and objectives for each restaurant based in Qatar and the Middle-east

Partnering with HR to ensure the objectives of an annual succession plan/people plan are met Quality, Safety & Cleanliness/Sales Building

Ensuring the McDonalds brand is met in terms of the QSC regulations by conducting spot audits and ensuring the feedback is taken and implemented

Ensuring a strategic plan is available to continuously improve the critical areas related to business such as sales growth, optimum profitability, food cost control, legal and fair business practices, internal & external customer satisfaction is maintained.

Training and introduction of Emotional Intelligence

Introduced EQ to the whole team of McDonalds via virtual and face to face. The overall result was noticed by a large margin of increase in staff retention and overall increase of the profitability of the business. This was a huge success and I was awarded the employee of the month.

Customer feedback platform was overlooked by self, I designed a module on Listening and responding to questions effectively,

Servant Leadership

Introduction of methods in training to incorporate others best thinking to solutions and giving them the empowerment to introduce new platforms from employees to voice their ideas.

This platform also encouraged people to draw on others diverse strength and experience to work together effectively within and across teams.

WORKED FOR QATAR AIRWAYS FROM JUNE 1994 - JULY 2019 Training and Development

Initiated an urgent need to develop the current trainers under my supervision in order to update their knowledge of emerging technologies. Introduced gamification in training in 2016 in order to stay on par with the current market demands. This assisted training with more interaction and good results of crew on line with the BEST ECONOMY award from No. 7 to No. 3 in 2019

Pro-actively identified training opportunities that were lacking in the training academy I.e. Introduction of CQ cultural intelligence in the program to create a sense of belonging to the organization and creating Corporate loyalty among the team. This assisted training with more interaction and good results of crew on line with the BEST ECONOMY award from No. 7 to No. 3 in 2019

Developing the employees' skills through relevant assignments ie audits on flights, catering and other departments related to training in order for their understanding of each functioning to increase their knowledge/interest while training the new and existing employees. The added knowledge assisted our attrition rate to drop by almost 20/ in 2018 as if the employees were not interested in one department could move to another due to the additional knowledge. Managing Performance

Setting clear, measurable performance goals in terms of KPIs - Key Performance Indicators, in order to ascertain the performance of each and every employee was on par. The attrition rate dropped down by 10/ and not new recruitment had to be conducted.

Finding solutions to problems affected the performance of the employees Ie Introduction of Emotional intelligence in the company to ensure that there was a smooth operation of the business. This assisted training with more interaction and good results of crew on line with the BEST ECONOMY award from No. 7 to No. 3 in 2019

Introduction of zen and yoga in training in 2017 has resulted in happier employees and the ranking of the Skytrax awards.

Coaching

Sharing my expertise with employees by conducting session in training which they found not easy to conduct solo and providing them extra coaching if and when needed. Introduced the R U OK? This assisted a zero percentage of employees reporting sick.

Listening and responding to questions effectively Hit and exceeded department KPIs by 20% for 5 months in a row in 2018.

Commitment to Excellence

Fact-checking my work by creating a fact sheet on the server which served the employees as an easy reference guide if and when there were situations in training that required such information I.e. current number of employees, different cultures, number of aircraft. This data was completed by self and placed on the server.

Actively seeking new ways of working to improve productivity. This was done with the introduction of GO GREEN concept whereby all paper work was on the iPad which made work easy and saved the company from printing cost which was approx. USD 10,000 annually.

There was an overall increase in the performance of the employees from 2016 by 80/ in terms of performance and overall conduct of the training academy via the audit reports conducted on the team.

Reached and completed 60 objectives laid down by the company in 2015 before the competitors and before the dead line. This resulted in the OTP - on time performance award in 2017. AWARDS

Best Performer Awards for Business Class Cabin >2015 - 2019 due to constant execution of new soft skills programs like emotional intelligence and cultural intelligence into the program which resulted in creating top en-och cabin crew to deliver excellent service Best Economy Cabin from No. 7 to No. 3

>2016 - 2019

PROFESSIONAL EXPERIENCE

Senior Human Resource and Recruitment Officer Talentinfozy, Doha, Qatar Aug 2019

Recruiting, training and developing staff

Making sure that staff get paid correctly and on time

Approving job descriptions and advertisements

Looking after the health, safety and welfare of all employees

Organizing staff training sessions and activities

As Human Resource, worked with stakeholders to strategically plan HR initiatives that will benefit the company and employees. Company-wide education for employees on company policies and maintain employee handbook. Foster cross-functional relationships and ensure managers and employees are properly connected. Advocated and encouraged a positive and openness work environment. Strict adherence to all pertinent labor laws.

Manager Cabin Services Training Qatar Airways, Doha, Qatar Jun 2014 – Jul 2019

Led all aspects of Training, Human Resource and Recruitment function for an award-winning airline company.

As Training Manager I have worked across many departments to get employees up to speed in both their specific vertical, and the overall needs of the company. Identify training and developmental needs and drive suitable training initiatives that build loyalty to the firm. Assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with Line Managers. Monitor and evaluate training program’s effectiveness, success and manage training budget while providing opportunities for ongoing development. Maintain a keen understanding of training trends, developments and best practices.

As Recruitment Specialist, I possessed great knowledge of talent sourcing techniques on social media and niche professional websites. Build and report on quarterly and annual hiring plans Collaborate with hiring managers to set qualification criteria for future employees. Manually screened resumes and job applications, conducted initial phone screens, create shortlists for qualified candidates. Arranged on site and remote interviews of candidates.

EDUCATION

Bachelors of Commerce, University of Mumbai 1992

Post-Graduation in MBA (Marketing), University of Mumbai 1994 VISA STATUS - HUSBAND SPONSOR

NATIONALITY - INDIAN

DOB - 14/03/1972

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