Customer Service Human Resources

JENNIFER ANDRADE

ad8fot@r.postjobfree.com DOHA +974-******** SURREY, VACOUVER

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 . Good listener, patient and adaptable to any situation. Experienced individual in negotiation and bargaining skills over working conditions, safety and conditions of employement.

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.

WORK EXPERIENCE

MCDONALDS, QATAR & MIDDLE-EAST – Head of Learning & Development / HR

(interviews, terminations, investigations, and exit interviews)

(November 2020 – November 2023)

• Designed catalogs, developed and coordinated with the production of flyers and brochures and webbased marketing, publicity, and promotional materials.

• Planned, developed, and implemented various special projects as assigned.

• Being a part of the HR team I was also involved in planning, co-ordinating labour related matters that were in line with the Qatar Labour laws.

• Communicating with the recruiting agencies to comply with the Qatar Labour laws before recruiting employees from outstations. Negotiating and compliance was a big part of my department at McDonalds in order to bridge the gap between outstations and Qatar.

• Conducted researches, collected, and analyses data; prepares scheduled and adhoc reports using data bas programs in order to maintain stock and for statical information for the office.

• Designed and developed training templates for programs and workshops and new joiners.

• Assisted in the preparation of Employee handbook which gave a new joiner the in-sights of the company, country and the law.

• Provided technical assistance in the design and development of publications and reports through formatting, graphic design, and editing.

• Developed, and maintained web-based learning resources.

• McDonalds Qatar won THE BEST PLACE TO WORK AWARD in the region due to continous employee feedback and turnover reducing to almost 50%. This was achieveable due to continous training, feedback and coaching.

FIFA 2022 – QATAR – McDonalds HR - Official sponsor of FIFA

• Was a part of the FIFA 2022 HR team to arrange for quick employees to join and keeping in mind the human right policies flagged by FIFA.

• Preparation of offer letters in line with the FIFA demands, creating new opportunites, negotitation skills and overall ensuring there was a smooth flow of work force to meet up the high demands of FIFA

• Creating a perfect blend in order to bridge the gap between Qatar laws and FIFA internationally recongized human rights to strive and promote the protection of these rights.

QATAR AIRWAYS – Manager Cabin Services Training / HR

(June 1994 – July 2019)

• Worked with subject matter experts to develop outlines for new courses and/or modifications to existing courses.

• Assisted with departmental budgeting and monitors expenses for cost-effectiveness.

• Performed various operational, clerical, and/or administrative support tasks as assigned; serves as backup support in the day-to-day coordination of training activities as needed.

• Introduciton of Emotional Intellegence and Cultural Intellegence in the airline got the BEST AIRLINE of the year consecutively as our crew were more inclined now to work with a balance between their thinking and the business. 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 as 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,

• Incharge of attending to the grievances of newly hired employees and settling disputes relating to sharing of rooms, personal issues and issues related to the company.

• Maintained a data base related the policies and often assisted in researching in case there was an update of a law.

• Maintained an employee handbook and updated it as and when there was an amendment made to the Qatar Labour law.

• Working with over 150 nationalites with the introduction of Cultural Intelligence reduced in differences in the work atmosphere making qatar airways a home for every nationality to work and love what they were doing.

• 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. AWARDS & RECOGNITION Best Performer Awards for Business Class Cabin – 2015 Execution of new soft skills programs like emotional intelligence and cultural intelligence into the program which resulted in creating top enoch cabin crew to deliver excellent service Best Economy Cabin from No. 7 to No. 3 - 2017- 2018 Introduction of cultural intelligence which enabled each and every nationality to work with each other and deliver the best personalized service in the business. 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 LANGUAGES

English

Hindi

Marathi

(all these are proficient in speaking, reading and writing) Urdu – proficient only in speaking

CERTIFICATION

CIPD 2021 – Middle- East – Dubai

Leading Great Restaurants (LGR) – Hamburg University – 2022 Developing the Leader In Me (DLIM) – Hamburg University – 2020 First Aid Training – Pioneer First Aid Institution - 2023 PR HOLDER - CANADA

NATIONALITY - INDIAN

REFERENCES AVAILABLE ON REQUEST

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