Eliyah Chua
Senior Learning & Development Manager
Singapore
Summary
Learning and Development professional with expertise in designing and implementing impactful training programs. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in instructional design, performance improvement, and leadership development. Reliable team player valued for innovative approaches and strategic thinking.
Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager with advanced understanding of training needs for each department.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
7
7
Certifications
Work History
Senior Learning & Development Manager
Domino’s Pizza Singapore
01.2024 - Current
- Demonstrated exceptional leadership by overseeing the planning, execution, and delivery of training programs.
- Optimized existing e-learning courses by incorporating interactive multimedia elements to enhance user experience.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Responsible for managing the learning and development team, setting the department vision and roadmap, collaborating with stakeholders, and ensuring quality training for internal customer in order to achieve customer satisfaction.
- Enhanced employee performance by designing and implementing comprehensive learning programs.
- Boosted employee engagement levels by creating an inclusive learning environment that encouraged open dialogue and knowledge sharing.
- Managed annual training budgets, ensuring cost-effective allocation of resources for maximum impact on employee development.
Learning & Development Manager
Crystal Jade Culinary Concepts Holding
03.2019 - 12.2023
- Managed new employee orientation training process for more than 50 employees each year.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Delivered new employee onboarding and training sessions via KNOW application as well as face to face session.
- Coordinated technical training and personal development classes for staff members.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Developed departmental systems and procedures to better align workflow processes.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Drove departmental performance and achievement of service levels through focused team.
- Operational reviews, structured coaching and managing to enterprise targets.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Conducted training courses and prepared videos for long-term use.
- Additional Portfolio
- Resolved concerns with products or services to help with retention and drive sales. Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Generated customer satisfaction surveys to analyze results into action plans.
- Developed service procedures, policies and standards.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Service Quality Manager
NTUC Foodfare
08.2016 - 02.2019
- Conducted regular audits of service provision, ensuring compliance with company standards and industry regulations.
- Championed the adoption of technology-based tools that aided efficient tracking of service metrics and facilitated swift resolution of issues.
- Improved employee performance through regular training sessions and coaching on best practices in service quality management.
- Implemented customer feedback mechanisms to gather insights for continuous improvement initiatives.
- Analyzed data trends to identify areas requiring attention, proactively addressing potential service quality issues before escalation.
- Spearheaded the development of a comprehensive Service Quality Manual, outlining best practices for staff members to follow consistently.
Assistant Service Quality Manager
NTUC Foodfare
08.2014 - 08.2016
- Conduct Orientation & Skill Set Training for Newly joint and existing staff Develop Training Manuals for the organization.
- Conduct Outlet Visitation to align SOP and conduct hygiene checks.
- Assist in conduct opening and closing shift for assistant supervisor training program Handle customer feedback via Email, feedback form and phone.
- Revised & translate all skill set training program slides to Chinese.
Learning and Development Manager
Koufu Pte Ltd
06.2013 - 07.2014
- Delivered new employee onboarding and training sessions.
- Coordinated technical training and personal development classes for staff members.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Developed departmental systems and procedures to better align workflow processes.
Food and Beverage Training Manager
Shangri, Rasa Sentosa Resort
01.2011 - 05.2013
- Conduct Training for newly hired and Train the trainer Food and Beverage Outlet Service Audit.
- Establish Training Need Analysis.
- Action Plan for Ritchie (Mystery Shopper/ FB Audit by SLIM).
- Work Closely with HR on programsuitable for Food and Beverage Colleagues Conduct Product Knowledge / Hygiene training for Food and Beverage Outlets Analysis Performance Monitor Survey to plan training needs for outlet.
Restaurant Manager - All Day Dining
Shangri, Rasa Sentosa Resort
10.2008 - 12.2011
- Planned, identified, communicated and delegated key responsibilities to Outlet assistant and Staff to ensure smooth operational flow.
- Developed Outlet management team and Staff to deliver legendary customer service.
- Drove implementation of programs by motivating and supporting outlet management team to develop and implement action plans to meet business and organizational objectives.
- Utilized management information tools and analyzed financial reports to identify trends and addressed opportunities/issues in the outlet.
- Responsible for the outlet' P&L performance.
- Solicited customers feedbacks to understand their needs and as well as the local community.
- Managed team by regularly conducting performance assessments and providing feedbacks and set challenging goals to improve partner performance.
- Manage and coordinate all marketing, advertising and promotional staff and activities.
- Conduct market research to determine market requirements for existing and future products Analysis of customer research, current market conditions and competitor information.
- Develop and implement marketing plans and projects for new and existing products.
Assistant Restaurant Manager - All Day Dining / Room - Service
Shangri, Rasa Sentosa Resort
10.2008 - 12.2011
- Displayed a “customer comes first” attitude by training and holding staff accountable for delivering customer service.
- Reviewed outlet environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to the store team to achieve operational goals.
- Responsible for store P&L performances.
- Utilizes the existing organizational departmental trainers to educate partners and customers about Service Sequence.
- Coach staff to continuously increase Food & Beverage knowledge and develop confidence to communicate about Food and Beverage.
- Constantly monitored and managed store staffing levels to ensure Staff development Uses all operational tools to plan for and achieve operational excellence in the store.
Retail Management Trainee
Starbucks Singapore
11.2003 - 05.2005
- Performed statistical analyses to gather data for operational and forecast team needs.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Skills
- Communications
- Negotiation skills
- Project Management Skills
- Current knowledge of learning and development methods
- Team Leadership
- Relationship Building Skills
- E-learning development
- Curriculum design
- Course design
- Training delivery
- Blended learning
Certification
STADA Feb 2013: ACTA Certified
References
Joanne, Lee, General Manager - Human Capital Management, 9748 8213, Domino’s Pizza Singapore
Accomplishments
- Accredited Crystal Jade Culinary Concepts Holding as An Approved Training Organization (ATO) with WSG - Year 2019
- Develop training curriculum based on WSG standard for Crystal Jade
- Courses develop : PEGEMS, Respond to Service Challenges , Interact and Serve Food and Beverage Guest
- Conduct : PEGEMS ( Classroom Training), Respond to Service Challenges (Blended Training), Interact and Serve Food and Beverage Guest ( Blended Training), and Food Safety Level 1 and Refresher Food Safety Level 1
- Obtain ATO training Grant ($10,000+/-) for all the training conducted in house per year Work Closely with WSG , Asian Culinary Institute and Singapore Productivity Center on the
- Implementation of Job redesign for Front of House and Back of House to enhance skills and knowledge as well as productivity - Year 2020 & Year 2022
- Job rotation ( working in different station to encourage multi tasking in order to prepare for next level of career progression)
- Job Enlargement ( take on inventory management in order for career progression of individual) Obtain Training Grant of $150K for Front of House Job redesign
- Obtain Training Grant of $100K for Back of House Job Redesign
- Collaborate with E2i in ensuring Point of Sale related training conducted for all staff involved(180pax) Upgrade of POS system ( Ipad Ordering) for all outlets
- Obtained a training Grant of $210K for this project
- Collaborate with E2i in arranging for specialist and soft skills training for related staff Leadership, communication, wine session, culinary session) for our staff
- June 2022 Plan and execute Team Bonding for all HQ level (40pax) Walkathon and Picnic in Botanical Garden
- August 2022 Plan and execute Team Bonding for Operations team (70pax) 2 Days event at Sentosa with Focus Adventure
Remuneration Expectation
- Current Drawn : S$8500
- Expected Salary : S$9000
Timeline
Senior Learning & Development Manager
Domino’s Pizza Singapore
01.2024 - Current
Learning & Development Manager
Crystal Jade Culinary Concepts Holding
03.2019 - 12.2023
Service Quality Manager
NTUC Foodfare
08.2016 - 02.2019
Assistant Service Quality Manager
NTUC Foodfare
08.2014 - 08.2016
Learning and Development Manager
Koufu Pte Ltd
06.2013 - 07.2014
Food and Beverage Training Manager
Shangri, Rasa Sentosa Resort
01.2011 - 05.2013
Restaurant Manager - All Day Dining
Shangri, Rasa Sentosa Resort
10.2008 - 12.2011
Assistant Restaurant Manager - All Day Dining / Room - Service
Shangri, Rasa Sentosa Resort
10.2008 - 12.2011
Retail Management Trainee
Starbucks Singapore
11.2003 - 05.2005