Training & Development
Clemenceau Medical Center
Total years of experience :13 years, 8 Months
• Leading a team of facilitators, subject matter experts and consultants by guiding them throughout workshops and solutions’ development, customization and delivery.
• Managing the Operations & Administration department to ensure a smooth creation, delivery and evaluation of services provided to clients.
• Executing quality checks and audits on workshops and solutions delivered to clients by other Talent Development Experts (Facilitators, coaches and consultants).
• Coordinating with the Sales department and subject matter experts to ensure development of customized roadmaps and proposals, in a timely manner, and in alignment with clients’ expectations and requests.
• Organizing periodic Train the Trainer Sessions to certify facilitators and ensure consistency in delivery as well as the organizational culture and values.
• Preparing monthly reports summarizing the financial and operational activities of the Talent Development department and submitting them to the Board of Directors.
• Developing the department’s yearly budget/business plan and submitting it for approval.
• Participating actively as a member of the organization’s Executive Committee.
• Consulting with clients in order to identify their specific needs and expected outcomes from the training programs and developed trainings accordingly.
• Designing and delivering Talent Development & Soft Skills Workshops including Communication Skills, Presentation Skills, Public Speaking, Building Assertiveness, and others.
• Developing and facilitating Management Development Programs covering Delegation Skills, Coaching Skills, Giving Feedback, Goal Setting, etc.
• Creating and delivering Customer Service Programs such as Handling Telephone Interactions, Professional Business Writing, Workplace Etiquette & Professional Conduct as well as Office Management.
• Leading 360 Degree Feedback Projects comprising Behavioral Competency Framework Development, 360° Feedback Culture Awareness Sessions, Online Implementation as well as Individual Coaching Sessions.
• Conducting Executive Coaching Sessions that guide the development of Leaders and Executives for organizations across the MENA region.
• Planning, designing and leading Team Building Events that combine fun and competition with specific learning outcomes that are directly linked to human behavior in the workplace and daily settings.
Achievements:
Played a Key Role in securing two Business Awards by MEA Markets (UK) for the company in 2017:
Best Management Development Training Provider - MENA
Award for Excellence for SME Human Resource Structure 2017
Lead the development process of more than 300 customized training material and 100 customized training activity for organizations in the MENA region.
Developed a Training Library that includes more than 1, 000 concepts/tools/best practices in Soft Skills, Customer Service, Management, Leadership, Human Resources and Corporate Governance.
Increased the number of recurrent clients by 20% thanks to the quality of services provided.
Provided over 400 days of training for more than 1, 000 employees from different sectors in Beirut, South Sudan and Dubai. Received an average of 4.69/5 on trainings delivered.
Managed the implementation and execution of around (15) fifteen 360 degree feedback projects for different organizations over the past 7 years.
Conducted over 120 individual coaching sessions to help participants understand their results and build upon to draw individual action plans for development.
• Made sure that all logistics preparations for training (on premises or off-premises) are aligned with operating standards to create adequate atmospheres for efficient training attendance and delivery.
• Prepared and submitted consolidated reports after the completion of each workshop to ensure students’ satisfaction and reported developmental areas to Operations Manager.
• Provided support to the Learning & Development Department (i.e. updating trainers CVs, ensuring consistent format of outlines, preparing logistics for Training Activities, etc.).
Achievements:
Revised and re-developed the Processes and Procedures of the Operations Department.
Managed the Operations of the organization with less than 5% errors in 2 years.
• Handled social activities of 5 different brands on social networks and blogs.
Achievement:
Initiated a Facebook competition which increased the visitors of a Brand page by 23% in 2 weeks.
• Performed loss mitigation and recovery activities regarding delinquent or charged-off accounts in accordance with Bank and legal guidelines, including related regulations.
Achievements:
Increased the average of collection by 13% in 3 months.
Minimized escalation to the legal department to 2 cases during my 3 months of service.