• Oversee the day-to-day operation of Universal Beijing Resort Operations Division Administrative Services Team. The team consists of Operations Communication Center (Operations Base & Tech Base), and Back-of-House Mail Services Team.• Manage the labor and non-labor budgets• Create and enhance operational procedures• Partner with procurement to purchase required equipment, partner with IT to develop reporting templates, draft business documents to support the procurement of equipment, conduct operational analysis as required. • Responsible for the development of Operations Communication Center Assistant Manager and Supervisors, including training, coaching and mentoring. Ensures Supervisors are driving GSAT & TSAT initiatives to increase internal guest & team member satisfaction.• Manage the inventory of systems. Oversee functionality and content of business systems, including Maximo, Open Text, and the UBR mobile app.• Maintain confidential department data such as approval of final operating statistics, attendance and ride & show counts. Maintain the confidentiality of UBR operating information and ensuring the accurate, timely delivery of this information to appropriate company personnel. Prepare and ensure consistent monthly reports based on client’s needs.

• Oversee the day-to-day operation of Operations Communication Center (Operations Base & Tech Base). Manage the labor and non-labor budgets while maintaining proper equipment and supply levels for the Park Operations division. • During the resort set up phase: Create procedures, partner with procurement to purchase required equipment, partner with IT to develop reporting templates, draft business documents to support the procurement of equipment, conduct operational analysis as required. • Responsible for the development of Operations Communication Center Assistant Manager and Supervisors, including training, coaching and mentoring. Ensures Supervisors are driving GSAT & TSAT initiatives to increase internal guest & team member satisfaction.• Manage the inventory of systems. Oversee functionality and content of business systems, including Maximo, Open Text, and the UBR mobile app.• Maintain confidential department data such as approval of final operating statistics, attendance and ride & show counts. Maintain the confidentiality of UBR operating information and ensuring the accurate, timely delivery of this information to appropriate company personnel. Prepare and ensure consistent monthly reports based on client’s needs.

Serve as Beijing District Service Manager, responsible for supporting the Regional Service Director and the 4 centers within my district in achieving student satisfaction and success throughout their course, ensuring service excellence through the implementation and follow through with National Service Policy and Procedure within centers.Duties & Responsibilities:Human Resources:* Hiring* Training* Motivation* Development* Recruiting for center openings* Source, support and mentor Service ManagersQuality Control:* Monthly centre visits* Monthly Regional Service Manager Meetings in coordination with RSD* Provide innovative solutions to address center needs* Assist in educating and creating Service Awareness within the companyCost Control:* Efficiently scheduling staff resources to meet students' needs in my district* Manage both foreign and local staff headcount in line with National Service Policy in my districtInternal Revenue:* Support Regional Operations Director, Cetner Directors and Service Managers on strategies for improving internal revenueMeetings:* Monthly Regional Service Meeting* Monthly Regional Management Meetings* Quarterly National Service Meeting* Annual Center Manager ConferenceReporting:* Monthly Centre Visit Reports

Besides managing one of the largest WSE centers in China I also conducted Monthly Center Visits to other 3-4 smaller centers in Beijing and supported their center managers to ensure high level of customer service and sales targets achievement.

Served as Service Manager, responsible for both the educational success andsatisfaction of students' throughout their course at Wall Street English. I was responsible for building and developing a Service team whose primary role is to enable students to reach their learning objective. I am also responsible for the Didactic day to day running of the centre.Cost Control:* Scheduling Classes according to the coefficient table to meet students' needs.* Scheduling staff to meet students' needs.* Understand how headcount is determined in a centre and forecasting staffing needs.* Ordering and Managing Didactic Material stock.* Ordering and Managing any replacement of fixed assets.* Centre Image and MaintenanceInternal Revenue:* Contributing to referrals and renewals as a result of the educational success and satisfaction of the students. * The CFP should be used as a tool to drive referrals and renewals.Human Resources:* Hire Customer Service Assistants, Study Advisors and Foreign Trainers* Train both Service Team and Operations Team's staff* Observe CSAs, SAs and FTs according to necessary requirements* Evaluate CSAs, SAs and FTs according to necessary requirements* Develop and motivate CSAs, SAs and FTs through ongoing training* Train Sales staff in ServiceQuality Control and Implementation of WSE Method:* Teach Encounters, Complementary Classes, Social Clubs, English Corner, Demo classes and Lectures to ensure quality of teachers and level of students.* Teach classes as needed to cover annual leave, between contract leave and shortage of headcount, etc…in order to meet the needs of the center.* Lead the Service Team using the Client Fidelity Program and NSE as a mean of following students to enable them to reach their learning objective.* Implementing the WSES method using the acquisition cycle.* Interview students to assess Service Quality.* Observe all staff to ensure Service Quality.

Served as Service Team Supervisor, supporting the Service Manager and be responsible for both the educational success and satisfaction of students' throughout their course at Wall Street English. I supported my Service Managers is to build and develop a Service team whose primary role is to enable students to reach their learning objective. This job provided me with the opportunity to do scheduling, management of the service budget, hiring, training, overseeing and developing the didactic staff.

English teaching in a variety of classes; providing service and follow up to ensure students satisfaction and success; generating internal sales while establishing healthy relationships with customers.