Learning & Development Specialist
Saleh Al Hamad Al Mana Company
Total years of experience :16 years, 8 Months
Job Description:
Focusing on people development & succession planning from conducting Needs Assessments developing customized training courses to measurement & evaluation.
Key Tasks & Responsibilities:
1. Induction Program of new employees for the entire SH Al Mana group
2. Strategizing Training Action Plan & Delivery based on the monthly CSI (Customer Service Index) score in the Automotive section (Nissan, Infiniti & Renault)
3. In-charge of sales executives & technicians career succession planning by implementing proposed Al Mana Sales Executive Certification and Technician Grading Assessment
4. Training Budget Controller (ie. Business Travels, Stationery Requisitions, Training Equipment, Manpower, etc.)
5. Screening of applicants for the department (ie. sourcing, phone interview, endorsement to management, recruitment)
6. Managing exit interviews & skills evaluation for the Service Department staff
7. Post-training measurement & evaluation (ie. Trend Analysis Reports, Recommendations)
8. Development of projects like Mentoring Program, Company Newsletter, Training website/portal, etc.
9. Creating customized courses based on the Needs Assessment (Secretarial, HR, Admin, Finance training programs)
10. Writing updates on the Training Policies & Procedures
11. Monitoring & reporting of KPI making sure it's MET
12. Assigning of training programs in the training calendar (yearly & monthly)
13. Communicating training programs
14. Managing Learning Management System & Skills Matrix
15. Processing Business Travels related to training
16. Registering & issuing of certificates
17. Filing and development of training library
18. Auditing Quality Parameters for Trainers
19. Rolling out of current training/teaching trends and post it in Training Bulletin
20. Organizing Annual Skills Contest (NISTEC, NIPEC, NISAC & NISEC)
On busines side, I am responsible for all the internal communications between the company and its business partners abroad. I help write business plans and update the company profile from time to time. I respond to all e-mails, make reports, and work as the Executive Secretary to the General Manager. Going with him to some business trips is also a must where I serve as his speaker for his English-speaking clients.
On travel side, using Amadeus and Galileo as GDS (Global Distribution System for airlines), I assist both corporate and walk-in clients with all their airline bookings and/or tickets and that includes revalidation of tickets, reissues, cancellation and refunds. The company also assigns me as trainer for newly-hired ticketing agents.
Job Description:
Teaching English as a Second Language to elementary & secondary students.
Key Achievements:
1. Conducted educational trainings for the faculty and staff
2. Founded The Mercurial Scribe, official school newspaper
3. Trained the Editorial staff of the Mercurial Scribe
4. President of the Parents and Teachers Association
5. Organized the first-ever beauty pageant, Ms. Aphrodite 2009
6. Assisted in school campaign-related works
7. Mentored students in Press Conference, Division Meet and bagged the first place in news writing
8. Worked as secretary to the Principal
Job Description:
1. Responded to a high volume of telephone inquiries to book travel reservations
2. Utilized selling techniques to meet revenue and conversional goals
3. Identified sales opportunities that fit customers’ travel needs
4. Was responsible for greeting customers in a courteous, friendly and professional manner
5. Interacted with multiple online systems while speaking with customers
6. Met sales quotas and service objectives in a fast paced call center environment
7. Dealt with almost all airlines, hotels and car rentals worldwide especially in case of flight changes and cancellations
8. Used Amadeus and Galileo as airline system
• Licensed English Teacher • Recipient of Student Teaching Competence and Student Service and Cooperation Awards