• Worked with Consumer Insights to collect data for needs identification, methodological design, data collection, and presentation of the results that provide insights and actionable results to address business opportunities. • Managed all areas of events, projects, and programs from content creation, development, go-live plans, event delivery, vendor management, post-event activities and closure. • Drove internal and external communication and ensured the steady flow of information to other departments to guarantee program alignment in areas such as timelines, budgets, and resources.• Designed, coordinated, and delivered training to Cast Members in areas of guest service, content delivery, and presentation skills.• Leveraged synergy opportunities and facilitated win-win situations through effective collaboration across functions, businesses, and Corporate Alliances.• The key tools we used to help run these programs and projects were Microsoft Teams, Outlook, Asana and Trello.Key Achievements• Created a five-year business plan to drive the strategy and direction of the programs, and translated this into priorities, objectives and action plans. • Worked with over 16 lines of business to seek/identify business opportunities, and then design product offerings and promotions based on different Program’s positioning. • Planned, developed, and executed multiple types of programs and events based on market trends and consumer insights.

• Operational duties involved managing and leading the Guest Service Team, and supporting daily operations. • Provided direction and support in recruitment, staff retention, and marketing.• Developed employees through one-on-ones, weekly coaching sessions, and targeted training. • Support in the implementation of HR policies, procedures, and performance improvement plans. • Delivered open house presentations to guests, helped create informational materials and supported guest communication. Key Achievements• Hired, developed and lead the Guest Service Team. • Designed and delivered leadership and management development initiatives for supervisors and high performers.

• Lead a team of around 35 people, compromising 4 departments – sales, service, operations, and academics.• Responsible for developing the strategy of the centre (hiring, marketing, employee experience, objective setting, etc.), overseeing the day-to-day operations, compliance and P&L. • Ensured positive KPIS through coaching, development, one-on-ones and effective employee rewards/recognition.• Maintained brand integrity by ensuring the centre always followed The Walt Disney’s Companies policies, procedures, grooming guidelines, and standards of behaviour. • Developed, implemented, and monitored the centre’s marketing and B2B plans. Key Achievements: • Reduced Cast Member turnover from 70% in FY19 to 9% in FY20.• Increased customer satisfaction score from 84% to 94.5%.• Hit 105% of our center’s sales target for FY20.• Enhanced the Centers Brand image on social media by increasing our Dazhong Dianping score from 3.5 stars to 5 stars• First place in DE’s National Academic Excellence award and also received the Operational Excellence Award.

• Led a team consisting of 70-80 International and 80-90 local Cast Members across Shanghai and Nanjing.• Developed, coordinated and delivered onboarding and ongoing training to new Cast Members and provided weekly coaching, one-on-ones and feedback to my management team. • Conducted interviews for potential employees and ran the subsequent hiring process.• Identified, developed and promoted quality within the region through training, town halls and workshops. • Compliance checking in centers to ensure, efficient operational compliance and strong guest service. • Ensured all Cast Members understand and follow Disney's policies, procedures and codes of conduct.• Managed quality assurance program, including audits, annual performance reviews, customer surveys and KPI analysis.• Directed the Cast Activities, Recognition & Experience Team, where I was responsible for planning a variety of activities and events, including Service Celebrations, philanthropy initiatives, and exclusive Cast Member events.• Led and developed cross-city and regional marketing events, and coordinated with Shanghai Disneyland.• Conducted exit interviews for all staff members, and created regional and center-specific action plans to reduce turnover and increase sales and customer retention. Key Achievements: • Developer of the national training program RISE, which focused on the development of soft skills for Cast Members.• Reduced staff turnover from 55% to 35% in FY19 (against a KPI of 40%) saving 100, 00 RMB per newly hired employee. • 92% score on Disney’s 360 Employee Evaluation Survey.

• Managed multiple locations, overseeing a team of 20 foreign Cast Members and 20-30 local Cast Members. •Responsible for the training & development, performance evaluations, ongoing coaching & welfare of employees. •Writing & presenting various reports & working to deadlines.Key achievements: • Reduced annualized turnover from 54% (FY16) to 15% (FY18) against a KPI of 40%.• Guests grew from 650 to 820 (totalling approx. 200,000 RMB in revenue).

Supervised a team of 10 trainers. Designed & delivered highly-engaging on-going training for staff development. Key AchievementsAwarded training excellence award in 2013. Designed and implemented the 'Guest Service Training' program in 2013 (where employees could more effectively communicate with Guests.Recognized with the prestigious Spot Award for exceptional contributions, and for demonstrating unwavering workplace excellence.

•Teaching English as a Foreign Language to children aged 3 – 12.•Delivered six 50-minute classes per day, 25 teaching hours per week, Monday – Friday.