Training Manager
Boubess Group
Total years of experience :21 years, 3 Months
Setting up the training budget based on the TNA.
Developing the Operation Training Manuals based on positions and all related quizzes.
Preparing for In-house trainings as well as collaborating with outsourced training providers.
Overseeing the Mystery Shopper program and preparing customized training based on results.
Documenting all process and procedures for Boubess Group (Head Office and Operation) on NIMBUS.
Preparing the Operation Training Manuals.
Overseeing the Mystery Shopper program and results.
Responsible for the setting up Microsoft CRM system.
Responsible for contacting guests and analyzing Customer Service feedback forms.
Responsible for Setting up the Mystery Shopper program and analyzing results.
Responsible for setting the SOP Manuals.
Responsible for following up on customer complaints and analyzing Customer Service feedback forms and setting a recovery action plan.
Responsible for the set-up and operation of the Mystery Guest Program.
Responsible for setting the SOP Manuals and training manuals.
Thesis was about converting customer feedback into smart data that can be converted into action plan.