Francis Yeo

Training & Development
- Conducted onboarding training for new employees on organizational service culture.
- Delivered supervisory training in service management for high-potential staff being groomed for leadership roles.
- Facilitated management training on service recovery and data analysis for operational leaders.

Service Monitoring & Analytics
- Established and managed a service surveillance system to monitor customer experience across 90+ outlets.
- Evaluated and graded service performance for all locations.
- Analyzed and reported on 3,500+ monthly data points to identify customer trends and demands.

High-Priority Incident Management
- Led service escalation handling and recovery actions to ensure customer satisfaction.
- Conducted investigations and evidence collection for critical incidents.
- Liaised with government agencies regarding complaints and compliance matters.

• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Delivered premium in-store training experiences at flagship Apple locations (George Street, Sydney, and Orchard Road, Singapore). •
• Facilitated specialized workshops at the Apple Campus in Singapore for corporate teams.
• Developed and implemented engaging training programs aligned with Apple's service excellence standards
• Mentored retail teams on product knowledge, customer engagement, and technical support best practices.

• Spearheaded frontline operations, mastering core business processes and service excellence.
• Awarded Best Employee (2014) & Service Excellence Award (2014) for outstanding performance.
• Developed and implemented Standard Operating Procedures (SOPs), optimizing workflow consistency.
• Designed and launched a new training program to enhance staff competency and operational standards.
• Consolidated frontline best practices to refine and improve SOPs across the organization.
• Led a team of trainers, aligning development initiatives with company goals and performance metrics.
• Established a structured training framework to support employee growth at all levels.
• Created a milestones checklist to track progress and ensure training effectiveness.
• Developed comprehensive training curricula, including:
  New Employee Onboarding
  Technical Skills Enhancement
  Management Trainee Programs