Heba Al Refaie

Regional Training and Development Manager (UAE, Kuwait, Qatar and Bahrain) Responsibilities: • Establishing the T&D department from the scratch “including presentations, training materials and visual aids • TNA’s, Design and Delivery • PIP, PDP and employees career path development • Training monthly and quarter reports and top Mgmt service chats • Employees appraisals • Brand and product training • Filed observation visits for monitoring performance and enhancing service standards levels • Store/ staff KPI’s and delivery • New hired induction and onboarding programs • Increasing sales targets and satisfaction scores (store Kpi’s) Achievements: • Increasing sales “most of the stores achieved their targets on my second quarter” • Increasing service levels and score that lead to highly satisfied customers with positive feedbacks • Creating a Valuable and rich training library for the convenience of staff and operation • Built a sustainable service culture between team members with high product knowledge, professional awareness and image • Reducing exchange and refund % • Reducing disciplinary actions as staff became highly committed, professional and service oriented • Increasing brand awareness and product knowledge level

All company training "Stores and head office " Staff / Mgmt
Mystery Shopper Training and data analysis
Soft Skills, Off Job and on job training

Handling 86 Stores all over Kuwait "Fashion, Restaurant, Home Furnishing and Food Retail".
Providing customer service and objection handling whenever required.
Training Stores Staff on all customer service and retail operation programs
Training and coaching store managers on store management, customer service programs and how to achieve maximum customer service with high quality standards
Generating monthly service reports for store trackers, performance and customer feedback analysis

Responsible for Vero Moda and Jack&Jones stores

Senior Flight Stewardess