Ramadan Elsayed (MCIPD)

Experience

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  Teleperformance Egypt

  May 2010 - Sept 2015

  • Customer service Quality Coordinator at Teleperformance Egypt.• Using Microsoft Office, Was Able to Design, Develop and Deliver Quality Assurance Training for both existing and new employees.• Insurance of global Quality standards and regulations.• Analyzing Customer Satisfaction and Customer Relation with our company. Worked as a travel agency rep working with airlines ticketing and hotels and car rentals .... all related to travel industry

  • Senior Quality Coordinator

    Nov 2013 - Sept 2015

  • Customer Service Representative

    May 2010 - Nov 2013
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  Apple

  Feb 2015 - Jun 2021

  I help the businesse by developing, facilitating and supervising training programs for employees through:- Assessing the Training needs of a business.- Implementing training and developmentplans, and facilitate a wide variety of training programs that enhance the effectiveness of the workforce.- Oversee the training development effectiveness and efficiency to make sure our company reaches its goals.• COPC Implementation Lead.• +1500 hours of training delivered across multiple departments.• Successfully Certifying Team Managers, Quality Coordinators and Training Specialists using specially designed and developed training materials.• Helping successfully getting the company's contact center re-certified by COPC in 2020. Show less

  • Regional Learning and Development Manager

    Jan 2020 - Jun 2021

  • Training and Quality Lead

    Feb 2015 - Jan 2020
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  Rain

  Jun 2021 - Nov 2022

  Global Learning and Development Partner

  As a Global Partner of Training and Development, I'm responsible for building a high performing team around learning and development.Our aim is to build a department that invests in our employees by enhancing their performance in their current roles, while providing them the necessary knowledge, skills and attitude fore their future path.Key Achievements:• Built a complete Training and development process across all departments.• Helped building a high performance CX team through designing skill matrix, competency matrix and JDs, • Successfully reduced induction to proficiency timeline to 1 Month for new hires and potential leaders.• Built a high performance, competent training team that helped the company build a premium service.• Trained and certified leaders across CX, Tech and operations teams.• Helped implement COPC standard across CX Training team Show less

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  Samsung Electronics

  Jan 2022 - Oct 2024

  Regional Learning and Development Manager

  Reporting to Head of CX Innovation, I carried out the building of several projects related to learning and development. Leveraging my CIPD experience, I was able to build a unified learning experience across MENA region end-to-end, ensuring fast and reliable admission and onboarding process.I helped develop an assessment center utilizing the organization’s LMS, as well as building a brand new digital learning experience and manage the whole process “designing, developing, implementing, learning efficiency assessment”, perfectly aligning with the organization’s strategic objectives. Show less

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  FreedX

  Oct 2024 - now

  Learning and Education Lead

  As a Crypto and Web3 Education Leader, I help the organization build their learning and development department from scratch.Working with Customer Experience department, I help the organization in the following:Building the employee journey of the organization end-to-end, from hiring, training, performance management, and everything in between.Design the develop the learning and development system of the entire organization, including technical, professional and career-related learning journey. Show less