Mahmoud Aly

Experience

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  International Fairs Group

  Oct 2006 - Nov 2007

  Organizer
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  Wasla Outsourcing

  Sept 2008 - Apr 2014

  • Identify training needs using a structured methodology to assist in the design of tailored training and development programs. Ensure that training programs are in alignment with the entity competency frameworks and are pitched at the correct level.• Identify quality external/internal trainers to deliver training programs based on identified training requirement. Ensure training costs are in alignment with the training budget and approval is obtained prior to delivery. Evaluate all programs to ensure that they meet the objectives set out in internal agreements and external service level agreements.• Lead, evaluate and assess 3 trainers.• Manage the development for the training materials such as hand-outs and visual materials.• Manage the Coaching for newcomers and old agents to reach standard performance• Design and implement the metrics system to measure training effectiveness, communicate the means for measuring training effectiveness with Managers/Section Heads concerned; and modify existing training programs, or propose any new programs to ensure continuous employee professional development.• Support in the delivery of orientation/induction programs for new hires to ensure that the new hires have the required information to assist in the smooth transition into their new jobs.• Keep abreast with the latest trends in training and development and apply learning back into the workplace.• Provide guidance on training program logistics to the team, this includes scheduling. Ensure attendance at the programs. Show less

  • Training & Development Team Leader

    Oct 2012 - Apr 2014

  • Quality Assurance Quality Control

    Feb 2011 - Oct 2012

  • Operation Team Leader

    Jan 2010 - Feb 2011

  • Telesales Agent

    Sept 2008 - Jan 2010
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  Raya Contact Center

  Apr 2014 - Feb 2016

  Training Specialist

  • Present information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos and lectures.• Monitor calls and evaluate agent’s performance. • Develop alternative training methods if expected improvements are not seen.• Set with other responsible departments training schedules and build up training time frame.• Modify training programs as necessary, in order to adapt to changes occurring in work environment.• Prepare evaluation, assessment and quizzes for agents.• Assist in Coaching newcomers to reach standard performance• Assist in train and coach all KCR jobs• Prepare assessment sheet to new candidates Show less

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  General Organization for Import & Export Control (GOIEC)

  Dec 2015 - Dec 2022

  Accountant

  • Responsible of budget of expenditure of goods and services.• GOEIC representative of Ahly bank, authorized to communicate with the bank for anything regarding employee salaries.• Responsible of cash flow plan on GFMIS system.• GOEIC representative of compensation of Iraq war companies; attending Meetings and communicate with companies.

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  Flyin.com

  Feb 2017 - Jul 2020

  Quality Assurance Supervisor

  • Daily supervision, coaching, motivation, and coordination of a team of QA to assure reporting requirements and performance metrics are met.• Identify any knowledge gaps or skill gaps to be covered in a recursive training for detractor performers• Provides feedback based on accurate measures of performance and knowledge gaps on floor, team and agent level, and input to business highlighting quality issues and needs• Develop new quality process according to VOC collected from customers feedback• Analyzes monitoring results per LOB and set preventive action plans if required.• Supervise over calibration sessions and assures that action plans is implemented as designed• Participate in preparing new implementation projects for initiation, planning, executing, monitoring, and closing phases.• preparing monthly reports and analysis. Show less

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  First Travel Agency

  Sept 2021 - now

  Training And Quality Manager

  • Daily supervision, coaching, motivation, and coordination to assure reporting requirements and performance metrics are met.• Identify any knowledge gaps or skill gaps to be covered in a recursive training for detractor performers• Provides feedback based on accurate measures of performance and knowledge gaps on floor, team and agent level, and input to business highlighting quality issues and needs• Develop new quality process according to VOC collected from customers feedback• Analyzes monitoring results per LOB and set preventive action plans if required.• Supervise over calibration sessions and assures that action plans is implemented as designed• Design new implementation projects for initiation, planning, executing, monitoring, and closing phases.• preparing monthly reports and analysis. Show less

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  Obour Institutes

  Sept 2022 - now

  Lecturer in Management