بهاء الكرسلي

HR Performance Improvement:
- Developing & Maintaining Competency Framework for the whole organization.
- Designing, Implementing and reviewing performance management system.
- Conducting required assessments and development plan for promotion-nominated employees.
- Developing, conducting and coordinating employee engagement and belonging programs.

Learning & Development:
- Conduct Training Needs Analysis (TNA) to identify the development needs of the organization.
- Responsible for the Competency Management
- Provides assurance to the HR Manager on proper understanding, sourcing, delivering and tracking of training programs across the organization on a defined schedule basis.
- Develop various methodologies for measuring and evaluating trainings’ programs and to make sure achieving the required enhancement.
- Responsible for the Performance Development Plans "PDPs" of Operations department and identify Yearly Training Needs.
- Prioritize training plans to meet both Individual and Organization Capability training requirements, and provides accurate quarterly reports on training interventions and areas of improvement.
- Design and execute a comprehensive program for the ongoing development of graduate intakes.
- Support high potential employees through career planning and personal development programs.
- Responsible for Company Training Budget and spread its monthly related reports besides its yearly distribution according to a Forecast Plan.
- Evaluate Performance Appraisals of staff and team leaders, facilitating workshops on feedback of individuals on management as well as on the company.
- Report “Skill Gaps” on each employee to leadership and develops a plan to close the “gaps” to ensure employees are not asked to perform higher risk tasks until they are assessed as competent.

• Outsourced Customer Care agent for Etisalat Misr
• Responsible for receiving customers' calls, complaints and handling their problems.
• Acting as a Technical Support agent; for lines configuration and verification.
• Outbound campaign agent to make survey for customers to test customer satisfaction for company services and products.
• Respond promptly to customer inquiries.
• Handle and resolve customer complaints.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Perform customer verifications.
• Process orders, forms, applications and requests.
• Direct requests and unresolved issues to the designated resource.
• Manage customers' accounts.
• Keep records of customer interactions and transactions.
• Record details of inquiries, comments and complaints.
• Record details of actions taken.
• Manage administration.
• Communicate and coordinate with internal departments.
• Follow up on customer interactions.
• Attention to detail and accuracy.
• Data collection and ordering.
• Ability to effectively deal with and manage stressful situations
• Ability to function co-operatively and contribute as part of a team

• Make Ads for customers in El-waseet & El-Ahram journal