Peggy Wong

Talent Development

- Setup leadership competency to act as foundation for leadership training and performance appraisal

- Identify and conduct assessment center to identify hi-potential talents

- Design & Launch Mentorship program

- Revamp and manage the management trainee program

Develop training & program

- Partner with HKUSpace to design a leadership program for junior executives (QF Level 4)

Culture Building

- Be change leader in building leading customer service culture for customer facing staff

- Design & Develop service principle & standards for Sales & Aftersales department

- Train & Certify 20+ service coaches to act as change agent to promote service culture

- Host more than 30+ events (i.e. annual dinner, opening ceremony, competition, sport events, seminar) for NGOs

- Trainer for elderly MC workshops in different elderly center

• Competency Development
- Design & launch Staff Competency Framework for fine dining restaurant
- Design the mechanism for annual performance appraisal

• Quality Assurance
- Setup & In charge of mystery shopper program (internal & external) with Coyle

• Training Plan & Strategy

- Work closely with Retail Operations team to develop training including induction, product knowledge, selling skill, customer service skill, store leadership skill

• On floor Coach

- Conduct field coaching to keep track the effectiveness of customer service standard and sales technique

• E-learning platform management
- Design content and framework of e-learning platform

Design & Conduct "Communication & Service Attitude” Module for “Professional Certificate in Home Care” for experienced health professionals

Award: Manager of the Quarter 2016

• Training Design & Conduct
- Localize corporate new staff on boarding program and management training program to meet local needs
- Conduct & ManageTrain-the Trainer program
- Launch Corporate Service Philosophy Revamp Campaign

• Quality Assurance
- Coordinate and arrange internal and external mystery program

• Staff Engagement
- Staff recognition program

• People Development
- Internship & Management Trainee program management

Skills: Customer Experience · Hospitality Management · Leadership Training