Experience

  • Learning & Development Specialist

    at AB & Associates

    September 2016 - at Present

    Muḩāfaz̧at al Qāhirah

    • Tailoring training projects with different clients to suit client’s needs through consultancy, TNA’s (Training Needs Analysis) & Professional Design. • Interfaces with cross-functional systems and departments to develop specifications of course content. • Planning, organizing, and delivering learning projects. • Preparing Tutor Guides, including methods, materials, classroom setting, and documentation to be presented. • Participating in projects, work flow changes, process changes, and project implementation.

  • Learning & Development Senior Advisor

    at Vodafone

    April 2007 - February 2013

    Muḩāfaz̧at al Qāhirah

    -Delivering various Soft skills, Products & Services trainings to both internal & external Clients. -Performing consultancy & designing training modules for both external and internal clients. -Handling budget analysis, logistics management, execution, delivery & following up on results to exceed client’s expectations. -Senior Trainer for New Zealand Account. Delivering all kinds of Induction trainings, Enculturation and Soft Skills trainings. -Leading a team of 2nd line Trainers by delivering TTT’s (Train the Trainer) workshops to enhance their skills. -Insuring 2nd line Trainers’ utilization and developing their skills in order for them to deliver the knowledge and soft skills to the advisors in an excellent way to achieve customer’s satisfaction. -Accountable for the Training Team's workflow and processes, by applying internal team audits/spot and health checks to ensure processes and workflows are adhered to and define any development potential.

  • Post-Training Temporarily Supervisor

    at Vodafone

    February 2012 - April 2012

    Muḩāfaz̧at al Qāhirah

    • Leading a team of FloorWalkers/Agents’ Support Team, making sure they are properly utilized to help close knowledge gaps through assisting agents over the phone in order to achieve customer satisfaction & ensure FCR (First Call Resolution). • Putting together deployment trainings to help develop agents’ skills while handling calls with UK customers. • Creating Knowledge & Soft skills refreshers to be cascaded to all teams to help refresh agents’ knowledge to achieve the best quality and KPI’S (Key performance Indicators). • Organizing one on ones with floorwalkers to maintain the best quality and support them with their development plan.

Education

  • Professional Designer

    at Friesen, Kaye & Associates

    2011 - 2011 (1 year) Muḩāfaz̧at al Qāhirah

  • Performance Consulting

    at Friesen, Kaye & Associates

    2011 - 2011 (1 year) Muḩāfaz̧at al Qāhirah

  • Designer Excellent

    at Friesen, Kaye & Associates

    2011 - 2011 (1 year) Muḩāfaz̧at al Qāhirah

  • International Train the Trainer

    at International Business School of Scandinavia

    2009 - 2009 (1 year) Muḩāfaz̧at al Qāhirah

  • Bachelor Degree

    at Ain Shams University

    2003 - 2007 (4 years) Muḩāfaz̧at al Qāhirah

Languages

  • Arabic Native

  • English Native

Followers (1)

Hives