Marwan Magid

Experience

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  Teleperformance

  May 2013 - Oct 2019

  - Identify and assess future and current training needs through job analysis, career paths,annual performance appraisals and consultation with line managers- Responsible for pre-promotion development and post promotion mentorship.- Designing required training programs and workshops for different titles across the contact center. - Deliver training to newly promoted leaders, quality coordinators, trainers and managers in line with the development strategy of Teleperformance Egypt.- Delivering training programs to company employees on (not exclusive to): - Soft skills, emotional intelligence and Coaching - Teleperformance internal processes (Quality Assurance, Training, Supervision, Recruitment and account management) - Leadership - Train the trainer - Business intelligence- Deploy a wide variety of training methods to ensure optimum results.- Resolve any specific problems and tailor training programs as necessary by initiating training needs analysis or receiving a request from the management.- Maintain a keen understanding of training trends, developments and best practices- Evaluating the effectiveness of training programs using surveys and questionnaires Show less - Collaborate with management to identify company training needs.- Schedule appropriate training sessions.- Oversee and direct seminars, workshops, individual training sessions, and coaching sessions.- Plan and implement an effective training curriculum.- Prepare hard copy training materials such as module summaries, videos, and presentations.- Train and guide new employees on soft skills and required clients' training programs.- Develop monitoring systems to ensure that all employees are performing job responsibilities according to training.- Measure training effectiveness by following Kirkpatrick model.- Communicate with clients for knowledge updates.- Responsible for cascading new knowledge articles and processes to new hires and existing representatives.- Provide the client with knowledge and process recommendations to improve the customer experience. Show less Helping customers tackle any challenge, troubleshooting issues quickly and efficiently, providing outstanding technical support and ensuring that customers are getting the most out of our products and services. Including:- Opening/Maintaining customer accounts by recording account information.- Resolving product or service problems by clarifying the customer’s complaint.- Determining the cause of the problem.- Selecting and explaining the best solution to solve the problem.- Expediting correction or adjustment; following up to ensure resolution.- Contributing to team effort by accomplishing related results as needed Show less

  • Training and Development Specialist

    Oct 2017 - Oct 2019

  • Product Trainer

    Oct 2013 - Oct 2017

  • Financial Advisor

    May 2013 - Oct 2013
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  Samsung Electronics

  Oct 2019 - now

  Assistant Training and Retail Manager