Customer Service Human Resources

JENNIFER ANDRADE

ad5p54@r.postjobfree.com DOHA +974-********

JUNAID KHAN, Unit 508, 13939, 72 Ave, Surrey BC V3W2PG 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 organisations.

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 AND EXPERIENCE

HEAD OF TRAINING FOR MCDONALDS, QATAR & MIDDLE-EAST FROM NOVEMBER 2020 TILL NOVEMBER 2023

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. AWARDS & RECOGNITION

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

Best Learning & Development Manager in the region - 2022 - BEST PLACE TO WORK Achieved this award by McDonalds regional team as our market Doha Qatar had achieved a large number of awards in Customer excellence due to continuous trainings conducted on EQ, servant leadership and customer excellence.

EDUCATION

Bachelors of Commerce, University of Mumbai 1992

Post-Graduation in MBA (Marketing), University of Mumbai 1994 PR HOLDER - CANADA

NATIONALITY - INDIAN

DOB - 14/03/1972

REFERENCES AVAILABLE ON REQUEST

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