Abdallah Ghanem

Experience

• 

  Vodafone Egypt

  Nov 2014 - Jan 2015

  Customer Service Advisor
• 

  ECCO Outsourcing

  Nov 2015 - Sept 2016

  International Customer Service Representative

  Working for one of the biggest telecommunication companies in KSA ensuring the following:Answering the English speakers customers based in KSA.Making sure to meet the customer satisfaction and get their inquires resolved from the first call by following the proper troubleshooting for technical difficulties.Delivering the best customer experience by handling their complaints in a professional manner.Supporting the newly hired agents by providing them with the tips and tricks and the the top call drivers solution to achieve our CSAT and FCR Show less

• 

  Teleperformance

  Sept 2016 - now

  Managing a group of trainers, monitoring and analyses their performance. also responsible for ensuring the effectiveness of the training and ensuring that the trainers are knowledgeable and capable of delivering the training sessions through the day to day preparations, post quiz results, QA calibrations, and logging in• Revise and review trainers’ tasks.• Conduct TTT to newly hired trainers and provide the appropriate certifications.• Support and drive quality initiatives.• Maintain accurate training records and ensure training SLAs are achieved.• Conduct group and individual training need analysis.• Prepare and agree on training content and validation mechanism to meet the needs of the business.• Determine and plan the resourcing of the training requirement.• Make recommendations for knowledgebase enhancements.• Document suggested additions/deletions to the Knowledgebase.• Coordinates communication with other departments including (WFM, HR, and QA).• Sends all reports either to internal or external parties.• Interface with internal and external contacts to ensure all business needs are satisfied.• Escalate issues to Assistant Training Manager when required.• Identify, analyze and agree on future training requirements and establish interventions to satisfy them effectively.• Create and follow up on appropriate action plans to address opportunities and gaps.• Conduct evaluation/feedback sessions to analyze shortfalls in recruitment and training.• Ensure all policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately. Show less Accountable for all product, process updates delivery and implementation to ensure smooth change management between all stakeholders in Operations, Training, and Quality Team by Communicating directly with client and capture updates, Verify update and Ensure updates were transferred, implemented in a timely manner to stakeholders (agents) and through relevant knowledge and skills transfer techniques followed by Measuring and recording the adoption rateAlso Assess and report change impact, Maintain change management logs and updates. Show less - Prepare people, location and facilities for Training Delivery- Adapt approach to suit the group and individuals and create a training environment that is engaging, positive, and free of conflicts.- Evaluate Training to check effectiveness- Report on Training to summaries evaluation- Assessments creation and correction for various lines of businesses.- delivering briefings, up skill and cross skill training.- Responsible for supervising a 3 weeks "nesting" period for new employees after graduating training and managing the team of selected nesting support specialists. Show less Working as Tier 2 Agent and responsible of the following• Handle concerns and potential escalations by answering calls from customers who are looking to cancel their services.• Follow client guidelines while thinking quickly and outside the box to offer solutions to meet the customer’s needs.• Providing the correct answers or appropriate resolutions to avoid letting customers go and leaving a last impression if they decided to cancel.• Resolve contacts and only escalating when all options have been ruled out.• Provide clear and concise documentation of all cases to track why customers think about leaving the business Show less

  • Training Manager

    Sept 2022 - now

  • Training Team Lead

    Oct 2021 - Sept 2022

  • Business Change Manager

    Jul 2021 - Dec 2021

  • Trainer

    Sept 2018 - Jul 2021

  • Retention Specialist

    Sept 2016 - Sept 2018