Jason Qian (钱磊）

● E-Learning Online Learning Platform Management

1. Provided learning data and analysis to improve training quality and satisfaction.
2. Identified functional requirements for online learning needs, proposed and followed up on improvement plans, and collaborated with IT and vendors to ensure implementation. If the current vendor could not meet the requirements, researched and evaluated alternative vendors in the market.
3. Organized existing online learning materials and developed e-learning courses for all new hires using Storyline based on pre-opening training needs, covering topics such as "How to Deliver an Exceptional Guest Experience."
4. Tracked annual mandatory/compliance training completion, ensuring a 100% completion rate.

● Training Implementation

1. Conducted in-person training sessions during the large-scale onboarding of new employees before the park opening. Topics included: Company brand & culture, Policies and regulations, General job responsibilities, Delivering an exceptional guest experience, Park introduction, Character meet-and-greet sessions.
2. Handled training material preparation and logistical support for smooth execution.

Training Program Execution

• Managed end-to-end coordination for 10+ annual training sessions with on-time delivery:

1. Led new hire onboarding for 100+ employees/year (avg. satisfaction: 98%)
2. Supported mid-level HiPo programs through logistics, material prep, and attendance tracking
3. Organized blended learning activities (book clubs/micro-course contests) achieving 85% participation

Training Delivery & Support

• Delivered 100+ training hours on core topics:

1. TTT (Train-the-Trainer)
2. New Hire Orientation
3. Team collaboration workshops

• Managed training operations:

1. Vendor sourcing & cost negotiation (with 5+ suppliers)
2. Resource preparation (materials, venues, tech setup) maintaining 100% readiness rate
3. Generated post-training reports (completion rates, assessment scores)
4. Screened/onboarded 10 junior trainers through demo sessions & feedback

E-Learning Platform Management

• Administered E-Learning platform:

1. Uploaded/maintained 12 digital courses (micro-modules, job aids, video tutorials)
2. Data entry and maintenance for the platform (exam questions, instructor information), ensuring all training activities are logged on the platform

Operational Excellence

• Assist superiors in completing the design and implementation of a talent inventory plan for middle-level management personnel within the group
• Secured ¥400,000+ government training subsidies

• Implement AppleCare+ technical adviser on-board training (face-to-face & virtual) involves corporate culture, technical knowledge, tools usage, communication skills, troubleshooting skills
• Identify internal training needs and learning gaps across multiple units, design & deliver hands-on activities, effective soft skill training and up-skill training
• Design and implement training projects, eg. diverse knowledge contests and learning activities
• Assist training manager to take instructor capability into consideration by coaching and evaluation
• Measure successes, developmental areas and provide feedback to new employees and their Team Leads
• Work closely with Quality Assurance Team to provide feedback as well as ensure consistency for all Customer Service training programs and materials

• Handle pre and post reservation inquiries by phone, email, and fax;
• Modify, change and/or cancel existing reservations;
• Try best to achieve win-win resolutions for our partners and guests under any circumstances with commercial sense;
• Outbound calls to hotels/guests to arrange special requests;
• Liaison between guest and hotel to resolve complaints;
• Manage relationships with hotels by providing high levels of customer service and account management support.

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• Design & implement new CSR(Customer Service Representative) training course for Web Order Center, Restaurant Call Center, Customer Call Center
• Course: Work-flow, tools usage, soft skills, voice training & basic business English
• Do training records and evaluations. Follow up training effects to adjust training plan and help trainees to improve
• Pick up phones from customers, restaurants and couriers to place orders & solve complaints etc

1. Project Objective

• To shape grass-roots managers who are efficient in execution, master basic management skills, and transition from individual contributors to managing others.

2. Project Content and Mechanism

• Learning Map: "Outdoor Team Building", "Coaching Skills", "Benchmarking Enterprises Visit", "Human Resource Management for Non-Human Resource Managers", "Management Basic Course".
• Effect Evaluation: Student satisfaction survey, post-course online test, graduation defense.
• Learning Exchange: "The Fifth Discipline" reading sharing session, student learning experience sharing, mentor-student sharing and exchange meeting, face-to-face communication with the Chairman.
• Talent Assessment: Organize students to take the DISC assessment and interpret the report.
• Counseling Mechanism: Mentorship system, divide all students into 6 small groups and assign one company senior executive as a mentor for each group.
• Incentive Mechanism: Individual and team points system, with the titles of "Best Student" and "Best Learning Group".

1. Project Objectives:

• Conduct 30-minute product practice sessions for 187 technical consultants in batches.
• Enhance learners' understanding of the features and usage methods of the newly released products.
• Deepen their memory of knowledge points, and improve their online problem-solving rate and customer service quality.
• Increase the accuracy of technical consultants' knowledge in answering customer questions about new products.

2. Implementation Steps:

• Analyze training needs by communicating with business departments and distributing questionnaires to technical consultants.
• Develop a training plan, including courseware, post-activity test questions, evaluation form, and attendance sheets.
• Schedule technical consultants in the roster (10-15 people per practice activity) with the WFM department.
• Arrange instructors.

3.Training Implementation:

• Three instructors, including myself, will organize the practice activities together.

4. Training Effectiveness Evaluation:

• Collect and organize test questions and questionnaires that technical consultants answered incorrectly.
• Determine if follow-up training or manager support is needed to consolidate knowledge points.

5. Summary:

• The practice activity increased the accuracy of technical consultants' knowledge in answering customer questions about new products online by 41% within the next two months, exceeding the predetermined goal.

Major: Business Management

Major: Business Management