عمرو الألفي

Moved within the organization across multiple roles, managing the L&D
function in brand and in the in Saudi
well as at the headquarters in Dubai.
For the last four years I have been leading the Learning and Development manage
across three regions, with a team of Regional L&D Managers covering all
cities. Focusing on Capability Building, Talent Development, and Proactively
supporting the operations, while effectively managing the learning space.

Cooperating with some of the top training providers on developing and Delivering Training programs matching clients training needs.

Tailored and Delivered Training for big corporates like TE Data, IBM, EGIC; and GUPCO, and other small and mid-size businesses on many topics such as:

Leadership, Communication skills, Sales, Customer Service, Presentation Skills & High performance teams

Leading Team building events through some Training providers

Coaching individuals on Business, and Communication issues.

Worked with the HR manager on the Talent management process

Conducted training needs analysis for the 500+ Hotel employees.

Planned training activities throughout the year to meet the training needs.

Planned the annual budget for the training department.

Trained new hires, and supervised their technical job training.

Participated in quality meetings and take over actions reducing complaints.

Coordinate external trainings from external providers and Ministry of Tourism.

Delivered management sessions on weekly basis to department heads.

Conducted a weekly training meeting to follow up on planned tasks.

Played the role of Duty manager 3 times every month on night shifts.

Training programs I delivered are:

Guest Impression - Handling complaints - The OZ principle - Emotional intelligence - Cultural sensitivity - Giving and receiving feedback - Customer service excellence - Communication skills - Train the Departmental trainer - Train the skills Trainer.

Worked in developing some training programs, like Time management & Presentation skills, and business etiquette.

Delivered management Soft Skills and customer service training programs for different Customers with outstanding feedback from participants, and was awarded Employee of the month of November.

Conducted Initial Meetings and Training Needs Analysis for Prospect Clients.

Facilitated book discussions, and social development topics in bookstores.

Trained and coached post-graduate students on the following topics:

Communication - Presentation - Business writing - Career development - Negotiation

Taught customer service, and Business process outsourcing.
Supervised number of trainers on special projects.

Facilitated IBM Websphere courses.
Recorded voiceover to programming techniques course for Electronic University.
Delivered a consolidated document of trainees’ feedback, and some observations, for process innovation

Assisted the customers with troubleshooting network and mobile internet services.
Build rapport with the customers through world class customer service.

Taught English & Business soft skills

Conducted telemarketing surveys to UK residents.
Acted as a Sales representative for a window and door fitter in UK
Worked as an offshore office manager for IT consultant in US.