Training Specialist
Hindawi Publishing Corporation
Total years of experience :4 years, 11 Months
-Participate in assessing training needs through attending TNA meetings.
-Coordinate & implement the annual training plan according to both departments’ training needs and individual needs within the annual training budget set for each year (in house - out house).
-Attend meetings and seminars to obtain information for use in training programs, or to inform management of training program status.
-Search for a variety of information (e.g. courses’ outlines, materials, training providers, etc.) for the purpose of developing new programs that meet staff training needs.
-Prepare budget reports to justify expenditures.
-Update training documents, HR documents, and records to keep current with the ISO standards.
-Assist in maintaining testing evaluation procedures to be used at completion of training.
-Evaluate the training programs and collect the attendees’ feedback.
-Prepare periodical reports about training activities and suggested training plans.
-Coordinate with the team members in issuing the monthly Flyer as a tool for internal communication.
-Participate in updating & implementing the HR Orientation material.
-Evaluate and participate in the delivery of the company orientation and core competencies sessions conducted to our new employees.
-Provide overall assistance and research support to HR members.
-Work on HITS System to keep it updated with the proper & required information.
-Perform other related duties as assigned.
* To identify, resource and deliver Business & Soft Skills Training for Company's customers.
* To establish and maintain mutually productive working relationships with all members of designated target populations, using the most appropriate and timely means of communication.
* To identify learning needs using the most effective and efficient data collection, analysis and evaluation methodologies.
* To create learning solutions, blending delivery methodologies that match the available resources of the business, in the most effective, efficient and timely way.
* To deliver learning solutions that inspire, engage and involve participants, meeting their needs and contributing value to the organization's human capital.
* To evaluate participants' application of acquired knowledge and skills, and offer continuous knowledge and skills development support by the most appropriate means to suit each participant.
Jun 2012 - Aug 2013 Customer Service Manager at Practice for Training & Development
* develop and implement customer service policies and procedures
* define and communicate customer service standards
* review and assess customer service contracts
* oversee the achievement and maintenance of agreed customer service levels and standards
* direct the daily operations of the customer service team
* plan, prioritize and delegate work tasks to ensure proper functioning of the department
* ensure the necessary resources and tools are available for quality customer service delivery
* review customer complaints
* track customer complaint resolution
* handle complex and escalated customer service issues
* monitor accuracy of reporting and data base information
* analyze relevant data to determine customer service outputs
* identify and implement strategies to improve quality of service, productivity and profitability
* liaise with company management to support and implement growth strategies
* co-ordinate and manage customer service projects and initiatives
* ensure budget requirements are met
* evaluate and performance manage staff
* identify and address staff training and coaching needs
-Acting as ambassador for the brand and explaining the benefits of Vodafone
-Sharing knowledge about our full product range and answering customer queries
-Providing first-class customer service and exceeding customer expectations
-Delivering on both personal and team targets
-Identifying areas to improve the customer experience
Dec 2011 - Nov 2012 Senior Retail Advisor at Vodafone
* Acting as ambassador for the brand and explaining the benefits of Vodafone
* Sharing knowledge about our full product range and answering customer queries
* Providing first-class customer service and exceeding customer expectations
* Delivering on both personal and team targets
* Identifying areas to improve the customer experience
To recruit and train sales people on an ongoing basis in order to retain the group size at an agreed upon level
To ensure that sales staff have the required level of product knowledge
To motivate and encourage team members to produce optimally
To coordinate and disseminate information between the sales team and management
To reach or exceed the sales target agreed upon
To set targets for the team members, evaluate performance & take action where necessary
To supervise the sales team in the field and ensure that they meet the agreed standards
Ensure that any facilitation paid to sales interns is monitored and in line with the processes in place
To communicate the annual business plan and strategy to the sales team and identify means by which to achieve it
To identify training needs for the sales staff and to arrange for training on an ongoing basis where necessary including skills development.
Regularly reporting to management on progress made towards meeting sales targets
To ensure all sales staff conform to the rules, regulations and values set out by Sanlam and that any transgression is dealt with immediately and appropriately;
To mentor and develop potential sales staff for possible advancement in the company;
Ensure premiums are collected and after sales service is done
To ensure business retention and persistence at agreed levels.
Jul 2008 - Dec 10 Call Center Specialist - Retail Banking Operations - Commercial International Bank (CIB)
Duties and Responsibilities: * Act efficiently in any assigned role as an operational inbound agent meeting the set KPIs and to adhere to any new instructions.
* Acting as a supervisor and delegated in leading shifts, monitoring the Call Center's Service Level, taking escalations and complaints.
* To achieve the cross & up selling set targets on Monthly basis & contribute in achieving the whole call center target.
* To show a high quality during handling inbound calls & handling customer's complaints according to the Call Center standards.
* Adherence to the relevant laws, regulations, SOP's, internal instructions and policies and to adhere to the above.
* Participate in responding to Audit Report, and prepare supporting documents.
* To handle complaints with concerned branches till full settlement; with a report to be submitted to superiors, also to liaise with other departments to get job done for the customer.
* Respond positively and diligently from superiors & colleagues' requests and contribute to bank strategy and policy-making as required.
* Full awareness and adherence to the Bank's Code of Conduct, Internal related policies and procedures, CBE regulations, Banking Law, AML Law and Secrecy Law.
2003-2007 Helwan University Helwan, Egypt * Faculty of commerce & business administration, Foreign trade Dept. * Grade: Good