Designated to manage Guest Service Representative team with the aim to generate qualified sales through tours or packages. Along with other Marketing Management, it requires to identify appropriate venues and events to build the location schedule in line with qualified tour targets. The key responsibility is to lead the team members to complete monthly promotion tasks of the company, organize and assign work task, and complete monthly KPI. It also involves a creation of a training manual as tool to effectively deliver quality training to current and new team member, and update company procedural changes. During the working period have positively demonstrated strong willingness to seek new knowledge in the forms of management skills, motivating employees, building an excellent team spirit.

In charge of the management including customer interactions and staff training which lead to significantly better customer satisfaction and reviews in a short period of time. Upon the outbreak of COVID-19, started working on a new business project on renovating the whole facility in order to upgrade the overall service. The project is anticipated to take the business from a three-star to a four-star hotel and offer an upgraded level of service.

Led group of 3 to design behavioural nudges including increasing information saliency and introducing norm to improve email communication between Ipsos and mystery shoppers which result in 9% increase in the on-time submission of shopping surveys. Designed shopping flow chart on log in page of Ipsos’s mystery shopper website aiming at eliminating uncertainties that a new shopper often faces which result in 7% increase in signup of mystery shoppers. Received the highest evaluation out of the contestants.