Experience

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  Etisal international group

  Feb 2010 - Oct 2010

  Customer services representative

  - Answering enquiries for both native emirates along with foreigners, - Helping customers through the services offered by Etisalat UAE well known as Directory Enquiry. - Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution- Refer unresolved customer grievances to designated departments for further investigation.- Identify and assess customers’ needs to achieve satisfaction- Provide accurate, valid and complete information by using the right methods/tools. Show less

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  Teleperformance egypt

  Oct 2010 - Feb 2015

  - Conducting training courses and sessions for new hires joining Samsung UK account, providing sufficient technical knowledge regarding all products assigned to handle; paying particular attention to enhancing each individual's soft skills. - Rolling up detailed analysis concerning attendees or trainees, for best practice data, along with putting the best practice for Kirk Patrick's theories, to reach the optimum achievements for any training session.- Delivering all needed technical and general information to the trainees through enjoyable well organized sessions.- Enhancing people's skills besides the technical information needed for the trainees; to assure gaining all the confidence and skills required to be fit for the roles entitled to each individual.- Delivering soft skills training to different campaigns such as Expedia Canada, Western Union USA. Show less - Performing several tasks to assure the quality of service requested from client and provided to the customers, through close monitoring to all transactions executed; with particular attention to clients requirements and the policies and processes of the company.- Conducting sessions for development and coaching. - providing continuous feedback sessions and creating reports with detailed analysis for failed KPIs and attributes, to improve the quality of service and maintain the required achievements for business targets.- Planning and conducting correlation reports, using several tools as the Pareto tool, scientific and mathematical methods. Show less -Providing technical assistance and training to customers. -Provide client support and resolutions to various technical issues via E-Mail, phone and online support as well.-Assisting to diagnose technical problems and research information for them regarding the use of a product or service. -Troubleshooting problems and helping customers to understand why a product is not working properly. -Keep a log of each call and interaction they receive to provide statistical data on what problems customers have the most frequently. Show less

  • Product Trainer

    Nov 2013 - Feb 2015

  • Quality Assurance Coordinator

    Oct 2011 - Nov 2013

  • Customer services Representative

    Oct 2010 - Oct 2011
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  Samsung electronics

  Feb 2015 - Mar 2021

  Supervising & managing the entire IT & Mobiles training team (13 members)consisting of field trainers & training designer; along with 300+ sales people in training classes, & field floor level • Handling the entire organized Market (Operators, Chains, mega stores..etc.), concerning training and developments projects. • Conducting product knowledge and selling skills training sessions for all staff and Samsung Partners• Overseeing training programmes that include web-based seminars, printed manuals, group sessions, training videos, and more • Determining training needs and requirements for the organisation or sales team by meeting with managers, talking with employees, or administering surveys • Reviewing existing training materials produced by third parties to determine appropriateness and relevance • Modifying or creating course materials and training manuals to meet specific training needs • Presenting in-person and online training sessions or hiring qualified personnel to do so • Scheduling training sessions, organizing information technology and other equipment, and managing course enrolment • Monitoring training programmes and manuals to ensure that they are effective and up-to-date and making updates as necessary • Working with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments • Managing costs for all programmes, productions, and publications in order to report to organisation executives regarding a return on investment • Maintaining understanding of new educational and training techniques and methods Show less - Handling the entire organized Market (Operators, Chains, mega stored..etc), concerning Training and developments projects.- Handling all hand held phones (HHP) for Samsung Electronics Egypt Head office.- Conducting product knowledge and communication skills training sessions for all staff and Samsung Partners. - Enhancing selling and soft skills for all promoters and floor sales men involved with all HHP products.- Gathering feedback and setting up various forms of analysis regarding market and sales progress. - Communicating and facilitating the stream of information between Samsung and several third parties, such as: operators (Vodafone, Orange, Etisalat), dealers…etc. Show less

  • Training Assistant Manager

    Aug 2017 - Mar 2021

  • Master Trainer - Mobile & IT division

    Mar 2016 - Aug 2017

  • Product Trainer

    Feb 2015 - Mar 2016
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  Magrabi

  Mar 2021 - Apr 2023

  Regional education lead (saudi arabia)

  Develop and manage regional training curriculum and calendar. • Responsible for training metrics and controls • Conducting various Soft skills sessions for staff development & Retail excellence • Enhancing NPS & further developing the customer Journey & overall experience. • Conducting TNA for essential refreshment sessions on regular basis with store spot checks. • Applying several training Hybrid delivery methodologies. • Continuous store visits for Skill & knowledge auditing. • Assists in conversion and new store openings by traveling to those markets and training employees at all levels • Counsels existing and new Staff members on recruiting, personnel, and training issues • Assists in working with internal or external resources to design training manuals, videos and in-store training aids • Assists with the coaching, training, and development of Managers in Training, coaches, Team Members • Oversees and implements a local-market Certif Show less

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  Extra (united electronics co.)

  Jan 2023 - May 2024

  Identify and nurture high-potential employees through mentoring, coaching, and leadership development initiatives.Design and implement talent development programs that support employee growth and career advancement.Collaborate with Learning and Development teams to deliver effective training programs.Develop and implement regional talent strategies aligned with the company's overall business objectives.Conduct talent assessments to identify skill gaps and develop plans to address them.Collaborate with regional leadership to define talent needs and priorities. Show less

  • Regional Talent Strategy Manager (Saudi Arabia)

    Oct 2023 - May 2024

  • Training Manager

    Jan 2023 - Sept 2023
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  Smartverse

  Jun 2024 - now

  Head of training & development

  Leading as Head of Training and Development for a group of (4) companies in (4) industries: FMCG, Agrochemical, automotive, and Retail; overseeing (500+) employees.• Developing and implementing comprehensive talent strategies • Collaborating effectively with senior leadership to identify and address critical talent needs, ensuring the organization has the necessary skills and expertise.• Implementing a robust learning and development infrastructure, including a state-of-the-art LMS and a variety of training programs.• Fostering a culture of continuous learning and growth, empowering employees to take ownership of their professional development.• Successfully navigating complex organizational changes, utilizing specific skills, e.g., effective communication, stakeholder management, problem-solving to drive positive outcomes. Show less