Senior training specialist
Amazon - Egypt
مجموع سنوات الخبرة :5 years, 9 أشهر
• Developed training materials for new agents and conducted training sessions, resulting in a notable 45%
increase in customer satisfaction.
• I actively crafted a scorecard matrix to support and develop our trainers, leading to significant success. After its
implementation in the first quarter, we successfully identified areas for improvement, resulting in enhanced
trainer performance and an elevated experience for new hires to be at 95% rather than 90%.
• Analyzed training needs proficiently and collaborated cross-functionally to ensure effective training
outcomes.
•Conducted customer service training via blended learning methods, including instructor-led sessions and
e-Learning programs, both remotely and on-site.
• Spearheaded a scorecard training project, resulting in enhanced accuracy and consistency of information
during training sessions and achieving a 95% success rate.
• Assisting associates with handling customer large scale issues.
• Providing general assistance to associates.
• Handling manager calls, supporting associates with inquiry handling for angry customers
• Analyzing data and providing insights to the department head.
• Developing and implementing new data analysis techniques to improve department efficiency.
• Oversee the daily operations of the Retail and Private Banking department, including account management,
loan processing, and customer service
• Develop and implement policies and procedures to ensure efficient and compliant business operations
• Develop and maintain relationships with key stakeholders, including customers, regulatory bodies, and other
internal departments
• Collaborate with cross-functional teams to develop and implement new products and services
Bachelor Degree in accounting from New Cairo Academy