Director of Business Strategies and Training
BeConsult Group
مجموع سنوات الخبرة :24 years, 2 أشهر
Consulting Firm operating in 16 countries based in Egypt. Director of Business Strategies and Training Helping clients achieve business breakthroughs that grow their business - through opportunity identification, new business creation, strategy development and better employee development and customer management.
•Managing Egypt office fully.
•Managed the headquarter office in Saudi Arabia (2014 to 2016)
•Designing, developing and facilitating learning interventions for managers and leaders in different companies.
•Designing, developing and delivering training materials and workshops.
•In charge of the "TNA" process.
•Strategically Planning and budgeting for the Training and Development programs.
•Customer Experience, Customer Loyalty and Retention & Churn Prevention Management.
•Designing and Delivering Training Workshops.
Created and Managed a Bank wide (cultural transformation project) Motivational and Educational Training program branded under the name ITQAN. The aim was to bring everybody under a one set motivated and dedicated "Service Excellence and Power Selling" culture in line with the bank's overall strategy by educating, training, coaching and motivating all bank employees.
•Designed, launched and managed the TQM (Total Quality Management) program to ensure utmost customer experience.
•Worked on the Training Needs Analysis "TNA" for the whole Bank.
•Augmented Service Quality Levels by 25% to reach 97% and Customer Satisfaction Levels 20% to reach 9.1/10.
•Won "Best Customer Service Bank in Kuwait" in May 2010 by "Service Hero"
•Designed and Delivered Training for over 650 employees. (Customer Service and Sales Induction Course)
leading market research companies globally. Based in Kuwait and Bahrain. Customer Experience and Loyalty Research Division Manager - Major achievement with IPSOS:
•Advised leading Banks in Kuwait and helped them raise their overall "Service Quality" and "Customer Satisfaction" through research studies and recommendations on augmenting the Customer Experience.
•Augmented revenue by 41% which translates into an increase of $330, 000.
•Wrote an article in ArabAD Magazine that covered the biggest "Image and Perception" Study done by my team for the automotive sector in Kuwait.
outsourced Call Center in the Middle East. Based in Dubai, UAE. Operations & Business Development Manager - Major achievement with Cupola:
•Augmented revenue for by 17%.
•Introduced outbound Tele-sales to the organization which was later developed to become a new business line.
•Trained the Call Center agents on tele-sales and customer service.
Augmented revenue for by 300%.
Managed the customer experience fully.
Launched and Managed the Inhouse Customer Service Inbound Call Center.
Launched and managed the Training and Development Activities.
Implemented the Training Needs Analysis “TNA” program.
Ran all training-related activities; Material, Venue, Approach, Evaluation, Analysis and Results Report.
Recruitment (advertising-resume screening-interviewing-hiring).
Created the “Ramadan Tent Membership Desk” Project which was adopted by other offices in the region.
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.