Director, Learning & Development and Total Quality Management
PGSBPO / SRG Asia Pacific Sdn Bhd
Total years of experience :41 years, 11 months
1. Learning & Development (Inbound & Outbound)
Create a positive mindset and synergy
Lead, Develop and Implement Training Programs
Design and Implement L&D initiatives towards higher performance, sales and excellent service
a) Management - Realignment of L&D Inbound & Outbound Campaigns:
Cost Savings - Reviewed & Realigned campaigns’ contractual training cost
People Related - Reviewed & Realigned L&D initiatives and evaluated Agents Performance (GAP/TNA). Involved in HR Recruitment Process
b) Analysis on Training Needs & Gaps
Knowledge Related - Product Knowledge Test based on Agent’s Performance & Challenges
Skill & Behaviour Related - Moved away from ‘Transactional’ Script to ‘Conversational’ Script that increased Agents’ sales target by 50%. Increased confidence level, language flow, personalization and interaction. Implemented Action Plans (Coaching, Refresher Trainings, etc.) to elevate sales, service & agents’ performance.
c) Design & Development
Agents’ Accelerated Development Program (60-90 days Program) for Inbound & Outbound campaigns incorporating skills, knowledge and behaviour based learnings.
E-Learning platform for better teaching & learning methodology.
d) Implementation & Evaluation
Entertaining & Activity Based Program to set the stage for the ‘Young Generation’ to be highly motivated, excited, retain agents’ and maintain a positive track record.
Skills & Behaviour Related:
Attitude Building Program
Change of Mind-set Program
Skills For the New Generation Workshop
Personality Training - ‘What Is My Personality?’
Skills & Accelerated Development Program
Identifying Types of Personality for Excellent Customer Service
Service Quality (SERVQUAL) towards Quality Service Excellence
Communication Skills
Telephone Etiquette For Better Sales and Customer Service
Perform post evaluation analysis to determine learning application, absorption and training effectiveness
e) Project - Academy Bay Incubation Centre for New Joiners & Low Performers:
Performance Related - Increased Customer Service Index (CSI) up to 85% within 2 weeks of incubation. Doubled Agents’ Daily Sales Target, increased Conversion Rates and reduced overall Sales Recovery Rates up to 5% after 2 weeks of incubation
People Related - Increased confidence level, enhanced skill-set, motivated & positive mind-set
2. Total Quality Management (Inbound & Outbound)
SERVQUAL Implementation - To incorporate consistent service, repeatable selling approach, professionalism and organization image/brand
Customer Service Index (CSI) / Net Promoter Score (NPS) GAP Analysis
Quality Compliance & Assurance P&P and Implemented TQM System
1.Management:
Responsible for educating and training restaurant and management personnel on restaurant sales techniques, customer service skills and product knowledge and work methodologies in order to make them more knowledgeable and competent at work
Support new candidates and employees in offering guidance, mentoring and direction
Identify curriculum and develop training initiatives, facilitate Strategic Planning, Mentoring, and Management Development programs using blended learning
2.Analysis on Training Needs
Knowledge Related - Product Knowledge Training based on Staff Performance & Challenges
Skill & Behaviour Related - New generation multi-cultural mind-set versus highly experienced existing staff which resulted in high turnover of staff especially in Back-of-House division.
Implementation from scratch brought about easier adaptability
3. Design & Development
Design, develop and customize all training modules for training
2 week ‘Boot Camp 88’ Specialized Training Program incorporating skills, knowledge and behaviour based learnings
Weekly Programs, 2-3 days Specialized Training Programs and Case Study Programs
Wiki-Kampachi Website for employees continued E-Learning and knowledge platform
More than 50 modules customized, developed and delivered since January 2014
‘Train The Trainer’ Program for 12 specially qualified staff from various positions
4. Implementation & Evaluation
Entertaining & Activity Based Training Programs to keep trainees high motivated and excited
Organization Related:
Company Orientation & HR
Company Culture, Language and Work Etiquette
Skills & Behaviour Related:
Change of Mind-set Workshop
Team Building Workshop
Communication Skills
Email and Basic Report Writing Skills
Telephone and Managing Reservation Skills
Personality, Grooming and Hygiene Skills
Guest Service Etiquette and Excellence
Critical Thinking & Problem Solving Skills
Sales and Selling Techniques
Body Language Basics
Basic Food, Safety & Hygiene Skills
Computer Skills - Word, Excel
Product Knowledge Related:
Various Japanese Food Cuisine and Alcoholic & Non-alcoholic Beverages
Western Beverages - Art of Wine & Whisky
Specialized Product Training
On The Job Training and Assessment Program
Perform post evaluation analysis to determine learning application and training effectiveness.
5. Projects:
6 months Internship Training Program - Manage recruitment, orientation, job assignments, evaluation and act as the interface with universities to recruit new graduates for the program
KDU Japanese Culinary Course Program - Joint project with KDU to develop a 4 year Degree Program majoring in Japanese Culinary Arts.
1. HR, Training & Development -
Support all Human Capital functions including recruitment, compensation & benefits, performance appraisals and training of individuals
Perform Training Needs Analysis and Customize Training modules as per organization’s needs and deliver all training programs.
Development & Delivery of Language, Skills and Management
Training Programs:
a) Scicom Academy (for Polytechnics, Universities)
i) GCAP (Graduate Career Accelerated Program) - 1 Month Program
Principles of Global Customer Service
Principles of Global Customer Communication
The Global Communication Professional
The New Professional Entrepreneur
The above program includes the various Communication Techniques, Presentation Basics, Report Writing, Entrepreneurship, Personality & teamwork, Group Discussions & Meetings, Writing Resumes, Interview Skills, Grooming Etiquette, Innovation & Creativity, Problem Solving & Decision Making and Critical Thinking Skills complete with pre and post assessments, project presentations and evaluations.
ii) Specialized GCAP Program - 2 Weeks Program
The New Economic Model (NEM)
Skills Training For Professionals
Understand the Concept of 1Malaysia - Corporate Social Responsibility
The above program includes Change of Mind-set, Understanding NEM, Personality and Teamwork, Setting Goals and Workplace Communication complete with pre and post assessments, project presentations and evaluations.
iii) Graduate Aptitude Program (GAP) - 1 Month Program
Setting The Stage (Working Professionals)
The Elements of Group Discussions and Meetings In Action
Managing Information
Presentation Skills & Techniques
Business & Technical Writing Skills
Curriculum Development Skills
Pre and post assessments, project presentations and evaluations.
iv) PREFER Program for Educators & Lecturers - 1 Month Program
GAP Program
English Grammar Clinic (12 Chapters)
The above program included the GAP curriculum complete with pre and post assessments, project presentations and evaluations.
b) Global Lifestyle PL, QI Group (Sri Lanka)
Management Development Program
Key Performance Indicators (KPI) Development
Performance Appraisal Development & Training
Time Management
Leadership By Example Program
Team Building Workshop
Customers Service From The Heart
c) Aitken Group (Sri Lanka), TNT Courier Service Sri Lanka
Customer Service Excellence
Performance Appraisal Program
Various Training Providers
Team Building Facilitation & Activities Program
Verbal & Written Communication Skill
Body Language Skills
New Managerial Skills
Professional Leadership & Influence Program
2) Business Operations
Conduct business research/study, negotiations, global coordination, communications, and assist in the implementation of Local/International Projects. Lead the multi-disciplinary team worldwide with development of compensation plans, corporate policies and business manuals
Conduct Audit Consultancy for local/international business setups, review/develop Compliance program against policies, review/develop P&Ps, SOPs, Business Operations Manuals, Guidelines and Employee handbooks and review/develop contents for profiles/website based on organizations profile - Sri Lanka: Global Lifestyle, Qi Group
1. Management:
Customized comprehensive Group P&P's and SOP’s to ensure compliance, promote best practice internal controls, maintain consistency & are kept current
Ensured the Compliance Program is consistently implemented to assess compliance with P&P, identifying non-compliance and recommend appropriate actions
Ensured availability of the professional skill and discretion to provide workable & practical advice in all aspects of the existing business, new business developments and projects
Performed Quality ISO 9001:2008 Quality Management System Internal Audits
Performed Global Audit Consultancy and advice in development of IACG risk model
2. Training:
Performed Worldwide Skills, Management, Compliance and Quality Management Trainings
Evaluated and identified Training Needs for organizational development
Developed customised training programs and coordinated external training programs for the Group.
- Position: Manager, Global Localization, Intl. Operations (From 2008 to 2010)
- Position: Manager, Malaysian Operations (From 2005 to 2007)
1. Management:
Implemented localized plan for Malaysia, Indonesia, India & Sri Lanka
Researched the Direct Selling industry in the country localized and recommended DSA action plan & localization Project requirements
Developed P&P's, SOP's, Business Plan, Business Development & Marketing Plan, Compensation Plan, Business Operations Manual, etc. of the localized Project
Supported the development and management of the internal and external networks needed to establish a high quality and dynamic international portfolio
Lead, directed & motivated the Project Managers/Task Force team to execute and implement the approved localization plan, task and responsibilities in each country
2. HR Generalist:
Worked with Group HR division on recruitment, organizational and space planning, performance management & systems improvement, organizational development, company employee relations & communication, compensation & benefits, compliance to regulatory bodies and policy development
3. Training and Development:
Communicated the company culture to the new enterprises and represent the core values of the group to the stakeholders of the new company
Customized, developed and conducted local and overseas trainings and continuous employee development programmes
Training Programs included:
Management Development Program
Key Performance Indicators (KPI) Training
Performance Appraisal Development & Training
Professional Leadership Facilitation Program
Corporate Team Building Program
Customers Service From The Heart
Distributor Leadership Program
Distributor Orientation Program
Sales Planning & Techniques
Company Policy and Ethics
Distributor Team Building Program
3. Local & Global Business Operations Expansion:
Coordinated and approved budget and project plan for the local Capex/Opex
Supported local team with all business process and hand over operations to the local GM
Coordinated with Group divisions in the engagements of a local lawyer, CFO, Tax & PR consultants, IT on e-commerce platforms & other relevant local Project engagements
Coordinated with Group divisions and local advisor/partners the incorporation of a company and registration of all necessary licenses
Developed project management tools to run localization with a clear start & finish dates.
Main Duties Include:
*Conduct and facilitate Worldwide Training on Company Policy, Customer Service, Company Orientation, Induction and Network Development
*Implement training modules based on country specific business and operations in different languages
*Organize worldwide training programs, leadership programs, etc for the network and employees
Main Duties Include:
*Set up the Malaysian Operations as per local laws and guidelines
*Manage the entire operations for the business in Malaysia - business development, network development, finance, procurement, inventory, customer service and event management
Main Duties Include:
*Handle all administrative and operational matters for the company and distributors
*Assist General Manager on all operational matter and implement SOPs
*Organize all Company events
Main Duties Include:
*Head the Customer Service division - Manage, train and Care for the team
*Implement Customer service excellence training and implement processes to ensure smooth process for all distributors
*Travel to the South East Asia region to conduct training programs and handle/manage the challenges faced by the customer service team
Main Duties Include:
*Perform all secretarial functions for the RD
*Organize, plan and coordinate all events worldwide for RD
*Minutes for all RD's meetings
Main Duties Include:
*Implement ISO 9000 Training and Development Processes
*Manage payroll calculations for the non-executive employees
*Conduct all training programs and inductions for employees
*Implement and monitor Performance Management Assessment for all employees
*Conduct Training Needs Analysis and facilitate/coordinate necessary training programs for all employees
Main Duties Include:
*Coordinate schedules for the sales force
*Prepare all market report and sales analysis on a quarterly basis
*Prepare monthly sales report
*Conduct market research on business growth and development for local team and agents woldwide
Main Duties Include:
*Procure and purchase all company and customers' orders
*Coordinate with the production team for the completion and delivery of customers order
*Liaise with all suppliers on all orders/purchasers
*Software Programming for Signet & Co, share registration programs
Software Programming specifically for the Legal firm
Process/data entry of all information for reporting and finance billing purposes
•Master in Business Administration Degree 2011 to 2012 - in progress (Preston University, USA)
•Master in Management Degree 2010 to Dec 2011 (University of Malaya & Kesuma Negara, High School of Economics, Indonesia)
*Distinction Award of Excellence for Master in Management Degree Capstone/Thesis, 2011 *Long Service Award from the QI Group, 2011 *Award from QI Group for 'Walking the Extra Mile', 1999 *Distinction Award & Overall Best Student in Diploma in Executive Secretarialship, 1995 *Associate Member of IAM, UK, 1995
•Executive Post Graduate Diploma in Managment, Distinction award, 2010 to 2011 (Institute of Professional Managers and Administrators, UK)
•Associate Diploma in Administrative Management, 1995 to 1998 (Institute of Administrative Management, UK)
•IDPM Advance Computer Programming, 1998 to 1991 (Informatics College, Kuala Lumpur, Malaysia)
•Diploma in Executive Secretarialship, 1994 to1995 (Stamford Management Center, Kuala Lumpur, Malaysia)
•City & Guilds Certificate in Computer Programming, 1984 to 1985
• Primary and Secondary level of education, 1973 to 1983
