Corporate Trainer
Teleperformance Egypt
Total years of experience :0 years, 9 Months
• Conduct comprehensive training sessions for existing employees and new hires, involving facilitation, observation, and content delivery.
• Monitor and provide coaching to drive continuous improvement in performance among trainees.
• Oversee handovers to operations and manage salary settlements for employees.
• Specialize in creating e-learning materials to support training initiatives.
• Proficient in extracting and analyzing data, utilizing tools such as pivot tables and Excel to enhance training effectiveness and operational efficiency.
• Took responsibility for modifying and creating knowledge base articles, contributing to enhanced operational efficiency and knowledge sharing within the team.
• Provided active support to team members through assistance in various tasks and activities, fostering collaboration and cohesion.
• Conducted briefings and debriefings to communicate key information effectively and ensure clarity among team members.
• Led team meetings aimed at validating customer satisfaction metrics, aligning outcomes with organizational goals and maintaining standards of excellence.
• Managed technical operations as a Customer Success Specialist, including overseeing the technical line of business (LOB) and proficiently handling Tier 2 escalations and technical issues.
• Proficiently managed customer service responsibilities at Alex Bank, including addressing inquiries and facilitating financial transactions such as debit/credit operations, loans, and certificate of deposit/time deposit services.
• Demonstrated expertise in promoting and selling credit cards and loans, actively contributing to the institution's growth and enhancing client satisfaction.
• Collaborated effectively with the retention team to ensure consistent and high-quality service delivery, fostering strong customer relationships, and bolstering overall retention efforts.
IT Help desk - Gaming Workshop 3/2021 - 10/2021
• Adeptly installed operating systems and software, tailored to meet specific user requirements.
• Demonstrated expertise in troubleshooting network issues, resolving connectivity challenges to uphold operational efficiency.
• Proficiently assembled and configured PC hardware components with meticulous attention to detail.