Hazel T. Email and Phone Number

In this role, I am developing and executing Change Management and Mindset Shift Training for executive and management level employees. I conceptualise and develop Brand Management and franchise strategies that answer consumer needs through Consumer behaviour for growing businesses according to market requirements.My key assignments:Brand, Service and Training Consultant, Self-Employed Contractor, UK (Aug 2018 – Present)● Improved organisation operations… Show more In this role, I am developing and executing Change Management and Mindset Shift Training for executive and management level employees. I conceptualise and develop Brand Management and franchise strategies that answer consumer needs through Consumer behaviour for growing businesses according to market requirements.My key assignments:Brand, Service and Training Consultant, Self-Employed Contractor, UK (Aug 2018 – Present)● Improved organisation operations systems and implemented change within the organisation, whilst co-ordinating with clients in China, Taiwan, Korea, Singapore, and Malaysia.Brand Development and Marketing Consultant, Damaipuri Sdn Bhd Contract, Kuala Lumpur, Malaysia (Aug 2020 – Aug 2021)● Conceptualised brand look and identity of new café concept.● Built a complete brand standard associated to new Café concept with a Brand Manual.Brand Culture and Training Consultant, Bibimmix Pte Ltd Contract, Kuala Lumpur, Malaysia (Dec 2019 – Jan 2021)● Supported the launch of The Client’s brand name and concept on digital media.● Created brand book, SOP for brand use, and a brand standard service culture.Guest Experience and Brand Training Consultant, Bangi Resort Hotel Contract, Selangor, Malaysia (Aug 2018 – Present)● Led entire rebranding exercise from 2018 to current name.● Developed new elevated service standard and brand culture.Training & Development Consultant, Bayshore Pacific Hospitality, Taipei City, Taiwan, Hong Kong, China (Apr 2018 – Present)● Redeveloped internal corporate structure and operations management.● Spearheaded new marketing initiatives and market identity in domestic and new territory.Guest Experience & Training Consultant, Lemonshot Consultancy, China, Japan, Malaysia, South Korea, UK, US (Jan 2017 – Present)● Developed relevant guest experience practices and standards.● Introduced change management initiates and follow up measures. Show less

In this role, I was managing the Training and Development Program for Jamie Oliver Brands for the Jamie Oliver Franchisee in Hong Kong, Taiwan, and China. Along with administrating daily performance of the Academy with Franchise Brand Standards i.e. Jamie Oliver, I was executing site audit reviews and follow-up, follow-through initiatives to ensure accuracy and avoid repetition in systems. I developed and initiated Guest Experience Initiatives and Cross Border Management Trainee… Show more In this role, I was managing the Training and Development Program for Jamie Oliver Brands for the Jamie Oliver Franchisee in Hong Kong, Taiwan, and China. Along with administrating daily performance of the Academy with Franchise Brand Standards i.e. Jamie Oliver, I was executing site audit reviews and follow-up, follow-through initiatives to ensure accuracy and avoid repetition in systems. I developed and initiated Guest Experience Initiatives and Cross Border Management Trainee Programs. Supervised contributions of departments to organisational EBITDA and OPEX.Notable accomplishments are:● Developed and presented departmental budget in configuration with forecasts and OPEX in Taiwan.● Administered the process of hiring, training, and evaluation practices with the vision and goals of the Big Cat Group and the Jamie Oliver Franchise.● Produced and presented an annual training calendar for implementation across the group.● Directed development of training materials for all roles by incorporating corporate SOPs that are brand compliant and meet brand service standards.● Established on-boarding system of new hires from Induction to Orientation with a keen focus on providing quality service & Jamie’s Brand Culture.● Increased possibilities and resources to conduct training and succession programs within Hong Kong, Taiwan and China. Show less

My primary duty was overseeing Guest Satisfaction and Training for Employees across four brands and nine locations across Singapore, leading the launch of the Guest Experience team. I monitored daily activities of Customer Experience, Training, Operations, and Development teams. Primarily focused on developing a productive environment by co-ordinating with HODs. I mobilised Management and Trainers to utilise and activate an effective staff training program.Key… Show more My primary duty was overseeing Guest Satisfaction and Training for Employees across four brands and nine locations across Singapore, leading the launch of the Guest Experience team. I monitored daily activities of Customer Experience, Training, Operations, and Development teams. Primarily focused on developing a productive environment by co-ordinating with HODs. I mobilised Management and Trainers to utilise and activate an effective staff training program.Key accomplishments are:● Significantly increased exposure and brand awareness of the Group Executive Chef in the Market.● Empowered staff with necessary skills through a full training and career progression program for staff.● Influenced cross-company agreement on providing the greatest service value to customers.● Devised and implemented a New Customer Experience Programme across four concepts, nine locations.● Played a significant role in the development of accountability action chain, establishing approaches, and implementing research to understand customer loyalty and ROI Show less

On a daily basis, I was collaborating with the Singapore Franchisee for the Anytime Fitness Franchise, overseeing daily operations, offering daily reports for constant updates. I managed training sessions and meetings for all Club Managers and Trainers. I presented new fitness programs based on membership demographic to encourage progress in business. Introduced marketing collateral strategies to hit KPIs.Following are my notable achievements:● Fostered marketing… Show more On a daily basis, I was collaborating with the Singapore Franchisee for the Anytime Fitness Franchise, overseeing daily operations, offering daily reports for constant updates. I managed training sessions and meetings for all Club Managers and Trainers. I presented new fitness programs based on membership demographic to encourage progress in business. Introduced marketing collateral strategies to hit KPIs.Following are my notable achievements:● Fostered marketing strategies via using several social media platforms to increase exposure and traffic.● Adopted compelling messaging techniques and communication tactics both within and beyond the industry to ensure company was in coherence with rapidly surfacing Marketing landscape.● Developed and implemented CRM SOP for Club Managers and Fitness Trainers.● Managed overall operations to ensure compliance and productivity as well as customer satisfaction.● Worked out a Brand Ambassador program with local Professional Basketball Team Singapore Slingers and the Singapore National Men’s Basketball Team. Show less

• Reporting to the General Manager and leading a team of coaches • Developed and implemented new outline for existing Sports Programs and develop new programs for children. • Project development of overseas tournaments and service clinics (Taiwan, Hong Kong, Indonesia and Australia) • Financial projections and development of existing and new Children Sports Programs. • Design and implement rebranding strategy and sponsorship programs using social media platforms expanding reach… Show more • Reporting to the General Manager and leading a team of coaches • Developed and implemented new outline for existing Sports Programs and develop new programs for children. • Project development of overseas tournaments and service clinics (Taiwan, Hong Kong, Indonesia and Australia) • Financial projections and development of existing and new Children Sports Programs. • Design and implement rebranding strategy and sponsorship programs using social media platforms expanding reach and demographic engagement. • Bridging cultural differences between local and expat community through service programs and sports development for children. • Successfully launched international travel program benefitting underprivileged teens; Sports Exchange Charity Tournaments. (Inaugural tournament with Hualien, Taiwan, May 2014 – full local media reach) • Successfully raised funds to aid Eben Haezer school in Batam, Indonesia. Show less

• Working directly with business owners to plan and expand operations to China, Taiwan, Hong Kong and Indonesia. • Set up of regional Commercial and Operations office. • Developed and implemented BD plan for country operations in China, Taiwan, Hong Kong and Indonesia including opening of new regional offices. • Operations Management - hiring and training of new management team and retail staff for country operations. • Head Office policy and procedure implementation. •… Show more • Working directly with business owners to plan and expand operations to China, Taiwan, Hong Kong and Indonesia. • Set up of regional Commercial and Operations office. • Developed and implemented BD plan for country operations in China, Taiwan, Hong Kong and Indonesia including opening of new regional offices. • Operations Management - hiring and training of new management team and retail staff for country operations. • Head Office policy and procedure implementation. • Compliance audit of local office operations. • Production Quality Control implementation. • Market analysis and projections for expansion and product development. • Developed B2C promotions for Retail. Show less

Negotiated, Developed, implemented and managed franchise operations in Taiwan, Indonesia and China (Shanghai and Beijing) • Trained Master Franchisees on CRM, HRM, OM, ROM and SSM • Conducted training for staff on daily operations as well as back end support. • Market research and development for new country operations • Advised Master Franchisees on financial and development projections • Production Quality Control of Franchisees • Drafting of legal documentation. •… Show more Negotiated, Developed, implemented and managed franchise operations in Taiwan, Indonesia and China (Shanghai and Beijing) • Trained Master Franchisees on CRM, HRM, OM, ROM and SSM • Conducted training for staff on daily operations as well as back end support. • Market research and development for new country operations • Advised Master Franchisees on financial and development projections • Production Quality Control of Franchisees • Drafting of legal documentation. • ‘Hei’ Ice Cream development and contracting. • Successfully opened 3 outlets in Taiwan, 2 in Jakarta, 1 in Shanghai and secured master franchisee for Beijing. Show less

Account manager for supplying and servicing of marine electronics and communications equipment • Managed accounts with the US Navy dealing directly with vessel Suppy Officers on Sonar Map Chips and Antannae Supplies.HRM and internal conflict resolution, improving work efficiency by 25%. • Developed and implemented Inventory management procedure • Secured exclusive sonar equipment maintenance contracts and increased overall company portfolio by 20%.