Training and Business Development Consultant
INSIGHTS
Total years of experience :18 years, 2 Months
INSIGHTS, a Dubai-based enterprise, is the only Contact Centre dedicated, Professional Services Organization in the Middle East region to offer a combination of professional training and consultancy for Contact Center Industry, for more than 15 years.
Key Roles:
• Deliver Training Programs for contact center agents and team leaders through GCC.
• Conduct consultancy visits, prepare and deliver consultancy reports to the Chief Consultant.
• prepare training effectiveness reports, and trainees feedback.
Key Roles:
• Organize and implement training programs for SIIB new recruits.
• Prepare and Conduct annual TNA plan.
• Prepare and develop training materials and guides.
• Conduct post training evaluation for newly recruits in SIIB.
• Report trainees’ behavioral evaluation and quiz mark to SIIB management.
• Dealing with all external training parties from A to Z
Reworded by Appreciation letter from HR Director for accomplishing the annual report.
•Organize and implement training programs for Field Force staff, NOKIA stores staff, local operators, local distributors.
•Organize and implement soft skills training programs for Force staff, NOKIA stores staff.
•Conduct Market visits for NOKIA stores and local shops.
•Evaluate the productivity and efficiency of the delivered training to local shops by Field Force.
•Monitor the training performed by route trainers to local shops.
Key Roles & Achievements:
Organize and implement training programs for new recruits.
Organize and implement internal training programs for CS staff.
Conduct researches & surveys to assess Customer Service staff training needs.
Prepare and develop training materials, tools, booklets and guides.
Update customer service staff with new procedures and services.
Handel inquires received from Customer service staff related to business info.
Conduct post training evaluation for newly recruits staff in CS.
Report trainees' behavioral evaluation and quiz mark to CS management.
Report post training evaluation for training effectiveness to head of BO unit and CS director.
Reworded by Appreciation letter from CEO regarding News Letter Project.
Key Roles & Achievements:
Follow up the daily events that happens every day and solve the services problems (coordination with other departments and on call persons)
Switch coordinator
Preparing daily and monthly reports
Holding custody task in Call Center
Rewarded by "Thank you" letter from CS Director regarding extra efforts during Numbering Plan.