Nisha Thakour
Victoria,BC
Summary
Multi-faceted professional, possess team-based management style coupled with zeal to drive visions into reality and achieve the same through effective mentoring, training & career planning; targeting assignments in Human Resources & Learning & Development with an organization of high repute
A competent professional with over 9 years of experience in leading training and development strategies involving skill development and leadership, ensuring overall performance for employees by partnering with key stakeholders. Excellence in gathering training & development requirements for developing training process and schedule as per requirements while ensuring project ROI by budget & cost analysis. Extensive experience in leading customer service operations with assurance to KPIs & SLAs. Certified Recruiter through “E power Recruitment solutions”2011-2012. Experienced in framing Learning & Development initiatives in the areas of Managerial Effectiveness, Sales Effectiveness, Customer Service Management and Behavioural Effectiveness for employees. Expertise in managing new hire trainings and continuous improvement programs. Accomplished, ambitious and dedicated professional with expertise in developing training content and schedule as per the requirements and objectives. Possesses in-depth knowledge of product training/process training/coaching / behavioral training/experiential learning. A strategist and implementer with proficiency in spearheading business to accomplish corporate plans and goals successfully.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Lead / Assistant Store Manager
Sephora Beauty Inc.
2023.02
- Operational Excellence
- Lead the operations of the store
- Ensure execution of all operations-focused processes for the store and that all are completed per company standards
- Performance Assessment & Development
- Participate in the management of all performance management situations for the operations team
- Ensure timely feedback for improvement is delivered and followed up on as necessary
- Passionate about clients
- Regularly act as the Manager on Duty within the store
- Engage with Beauty Advisors and clients on the sales floor whenever possible
- Develop budget strategies
- Be seen as the expert by demonstrating a strong understanding of the store's sales performance and staffing and payroll as well as all other controllable expenses within the store.
Restaurant General Manager
Island Burgers Inc - A&W Resturant
2019.09 - 2023.02
- Optimized profits by controlling food, beverage and labor costs by establishing portion control and quality standards
- Scheduled and directed staff in daily work assignments to maximize productivity
- Performed accurate weekly inventories of supplies and equipment, including food, beverage, glassware, and utensils
- Coached team members on food safety and sanitation processes, customer service, menu education, and up-selling techniques to drive revenue
- Optimized profits by controlling food, beverage and labor costs.
Manager Training & Operations
Coldsmith Retail Services Pvt. Ltd.
- 2019.09
- Streamlining the L&D and operations processes
- Assisting Operations head in finalizing layout maps/location analysis / purchasing the equipment etc
- For new store opening/s
- Preparing job aids for the staff members as well as designing the log book and other important documents and checklists for smooth operations
- Developing training roadmaps, emphasizing on creating best-in-class programs for executives based on capability requirements; addressing the trainings gaps and devising innovative solutions to bridge those gaps
- Designed and conducted customized training programs and ensured that training & development initiatives were aligned with the organizational goals and culture by utilizing contemporary pedagogy, learning tools and methodology
- Managed the development of training curriculum; formulated and reviewed training outlines and determined appropriate instructional methodologies and formats
- Monitored On the job Training to have a strong Trained Team; coordinated with Management and Heads of Department to implement useful training programs and HR policies
- Delivered Certification to the new employees to test their job knowledge of ‘on the job Training’
- Providing assistance to the HR team in order to manage the recruitment life-cycle for sourcing the best talent from diverse sources after identification of manpower requirements for new / existing departments
- Assisted the Recruitment team in executing the entire range of task in recruitment encompassing sourcing, screening, selection and appointment
- Directed the strategic framework for training, performance management, talent planning, and assessment for a company-wide Leadership Training Program.
Manager Training
Shivanta Agro Foods Pvt. Ltd.
- 2017.12
- Designed recruitment process and orientation process flow
- Conducted staff training and certification
- Conducted soft skills training based on the TNA such as Customer Service Excellence / Customer Handling / Grooming and Hygiene / Body Language
- Assisted Operations and Business development team in finalizing locations through footfall analysis
- Prepared the training programmer calendar, making programme design document; designed content and rolled out of all behavioral training across the region
- Identified potential areas for grooming employees through assessments to develop appropriate modules
- Developed various non-technical/ behavioral skills modules for functions across the organization
- Conducted training need analysis through various methods for restaurants; designed training modules based on the same.
Senior Manager Training
Shopcherries Marketing Pvt. Ltd.
2014.01 - 2015.12
- Spearheaded a team of 3 trainers; ensured that learning & development initiatives are aligned with the client’s requirements by utilizing contemporary pedagogy, learning tools & methodology
- Developed training roadmaps, emphasizing on creating best-in class programs for executives based on capability requirements; addressing the trainings gaps and devising innovative solutions to bridge those gaps
- Impacted the organization profitability through effective strategic and tactical management decisions and new business development; designed new business models for achieving operational excellence
- Designed and conducted customized training programs and ensured that training & development initiatives are aligned with the organizational goals and culture by utilizing contemporary pedagogy, learning tools and methodology
- Managed the development of training curriculum; formulated and reviewed training outlines and determined appropriate instructional methodologies and formats
- Evaluated effectiveness of training and development programs and utilized relevant evaluation data to revise or recommend changes in instructional objectives and methods
- Conducted TTT ( Train The Trainer) for the team and prepared job roles and prepared training calendar for the team
- Developed and provided quarterly reporting on training and development metrics, including number of courses, participant profiles and evaluation results, to business-line clients
- Monitored the On the job Training in order to have strong Trained Team; coordinated with Management and Heads of Department for implementing useful training programs and HR policies
- Delivered Certification to the new employees in order to test their job knowledge of ‘on the job Training’
- Providing assistance to the HR team in order to manage the recruitment life-cycle for sourcing the best talent from diverse sources after identification of manpower requirements for new / existing departments
- Assisted the Recruitment team in executing the entire range of task in recruitment encompassing sourcing, screening, selection and appointment
- Estimated costs of training operations and subsequently managed them in accordance with the budget to ensure maximum Return On Investments (ROI)
- Directed the strategic framework for training, performance management, talent planning, and assessment for a company-wide Leadership Training Program.
Manager Training
Tasanaya Hospitality Pvt. Ltd.
2012.11 - 2014.01
- Actively participated in location / foot fall analysis for franchise / franchisor along with feasibility and P&L analysis
- Conducted Area analysis & market mapping for the client and presented the detailed report in order to take right decision to choose the location
- Coordinated with cross-functional business teams in understanding expectations and conducting training needs analysis
- Developing and evaluating courses and programmes related to Product and Functional Skills entailing learning activities related to value inculcation and service training
- Performing Operations Audits/ Phone audits to ensure all stores are achieving and meeting as per the guidelines and standards.
Assistant Manager Training
Nirulas Corner House Pvt. Ltd. (Quick Service Hospitality)
2010.11 - 2012.11
- Prepared the training programme calendar, making programme design document; designed content and rolled out of all behavioral training across the region
- Identified potential areas for grooming employees through assessments to develop appropriate modules
- Developed various non-technical/ behavioral skills modules for functions across the organization
- Conducted training need analysis through various methods for restaurants; designed training modules based on the same.
Education
MBA - Human Resources Management
Chhatrapati Shahuji Maharaj University
Allahabad, India01.2016
Bachelor of Arts - Art Education
Delhi University
Delhi,India01.2010
High School Diploma -
CBSE
Delhi,India01.2006
Secondary Schooling - Secondary Education
CBSE
Delhi,India01.2004
Skills
- Training & Development
- Operations Management
- Curriculum Development
- Training Assessment
- Requirement Gathering
- Train The Trainer
- Team Development
- Cost & Budget Management
- Strategic Alliances
Languages
English
Hindi
Significant Accomplishments
- Successfully organized the Flagship Training Program – “Thoda Action Ho Jaaye” - An organizational Customer Centric Training program with Branded Peppy Training materials like “the Service Commitment Board, up selling Service Cards, Managers Huddle Cards and TTT Workbooks
- Arranged the “New Store Opening” with the D-30 systematic on boarding process ( Recruitment, Selection, Induction, Training , Alignment and Certification showing Effective Deployment)
- Instituted the “Buddy System” and “Bench Plan” for Organizational Development and formulated “IJP” (Internal Job Posting) which leads to systematic growth cycles
- Identified and designated as a Value Leader for the Nirula’s
- Acknowledged as an EBIDTA Champion of the Quarter ( Operations Team) Kashmiri Gate Store in 2008
- Acknowledged as a Star Employee of the Quarter ( Support Team) Learning & Development in 2010
- Certified Recruiter from E-power learning- 2012
- Awarded with Silver Award for “Excellence in Operations” in A&W – Mayfair Location 2022
Personal Information
Date of Birth: 09/24/86
Certification
- Certified Recruiter, E-Power - 2012
Timeline
Operations Lead / Assistant Store Manager
Sephora Beauty Inc.
2023.02
Restaurant General Manager
Island Burgers Inc - A&W Resturant
2019.09 - 2023.02
Senior Manager Training
Shopcherries Marketing Pvt. Ltd.
2014.01 - 2015.12
Manager Training
Tasanaya Hospitality Pvt. Ltd.
2012.11 - 2014.01
Assistant Manager Training
Nirulas Corner House Pvt. Ltd. (Quick Service Hospitality)
2010.11 - 2012.11
Manager Training & Operations
Coldsmith Retail Services Pvt. Ltd.
- 2019.09
Manager Training
Shivanta Agro Foods Pvt. Ltd.
- 2017.12
MBA - Human Resources Management
Chhatrapati Shahuji Maharaj University
Bachelor of Arts - Art Education
Delhi University
High School Diploma -
CBSE
Secondary Schooling - Secondary Education
CBSE
- Certified Recruiter, E-Power - 2012
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