Nelly George

• Conducting an ongoing training needs analysis across 46 counties worldwide quarterly.
• Responsible for setting and controlling the L&D budget to cover all locations.
• Supervising and Developing Training programs based on TNA findings including soft skills, technical training and business support training in both experiential and blended learning format.
• Measurement of employee engagement through OV system and providing improvement plans in line with Line managers and local HRCM.
• Identifying and managing active coaches across the globe while monitoring performance through a well-defined process/reward system.
• Developing/updating learning journey and Career path process.
• Training delivery plan and implementation across 36 counties in line with Active coaches/HRCM.
• Training Roll out plan in new counties. Including training setup, material and delivery.
• Development of Certification process to ensure compliance and effectiveness.
• Delivering all training programs across all levels when required.
• Conducting Train the trainer and reinforcing required standards globally.
• Monitoring the training progress in all counties and maintaining the required training standards through continuous reports analysis from both face to face and elearning trainings.
• Managing the LMS, assigning roles and ensuring all elearning logs are correct and up to date.
• Structuring and implementing e learning training and assessment in partnership with CEGOS to meet our required gamification standards.
• Analysis of training needs identified during the performance appraisal cycle to include as part of the customized training required/ to be developed.
• Defining the delivery standards across the globe and aligning the delivery with the training needs and analysis for improvements.
• Empowering creativity and experiential training environment.
• Structuring and delivering Leadership programs.
• Performing quarterly quality assurance audit for all training packs.
• Guiding HR into reflecting policies and procedures to the business.
• Building the company values through workshops and activities.
• Monitoring the operations and conducting on job training.
• Enhancing performance through the skill matrix analysis.
• Scoping the L&D goals yearly.
• Sales Training customization and delivery based on sales figures analysis.
• Developing and mapping functional training for various business units.
• Designing Training quarterly plan.
• Pre and post training appraisal analysis and reinforcing adjustment.
• Tracking progress with regional heads.
• Ensuring and up to date material for all training lines.

Responsible of Developing and Delivering Flash Properties Induction Program.
 Delivering and Conducting Soft Skills Training Program.
 Developing and delivering Mega Sales Program.
 Conducting Managerial Meetings to align and monitor program needs.
 Developing Trainees and agents performance report.
 Conducting pre and post performance appraisal.
 On floor Coaching and monitoring.
 Evaluation of Agents KPIs and customer service results to identify opportunities to improve
performance and quality through training in co-operation with business partners.
 Conducting Meetings with business partners like Damac and InvestMe.
 Developing Post training Exams as well as the operation assessment exams.
 Delivering Master Key Training program.
 Monitoring Agents sales achievement and target and providing the needed
training/coaching as per the TLs monthly performance reports.
 Preparing City Scape Training program for new Hires.
 Calibration sessions to insure the service knowledge across all departments.
 Adjusting and updating the product material.
 Responsible for updating the social media accounts on M.A.D training programs.
 Conducting the IT infrastructure for new hires in IT department.
 Conducting TNA on a yearly basis.
 Coordinating and analyzing the training requirements.
 Setting training budgets and identifying additional needs.

ETISALAT UAE ACCOUNT

• COPC certified for version 5
• Delivering softskills training using baseline assessment techniques, identifying barriers, reading the audience techniques to deliver communication skills, customer service, complaint handling and telephone etiquette.
• Delivering product knowledge on servers, domains, webhosting, technologies infrastructure (GPON, Leased Line, ADSL, WI-MAX) and troubleshooting on all of these technologies.(Duration 2 month)
• Developing the online exam portal to assess the trainees and reporting the results to the client.
• Calibration sessions to insure the service knowledge across all departments.
• Conducting meetings with the project manager, QAE specialist and account managers to identify the gaps between the departments and assessing the staffing requirements to enroll in initial training.
• Monitoring the agents transaction and identifying the Business and end users critical in the score sheet to deliver refreshment sessions.
• Conducting repeated failure analysis, developing the training plan and delivering the plan.
• Assisting the certification process.
• Developing the shadowing phase techniques and applying the criteria.
• Delivering over 7 Batches of technical product knowledge for over 500 Trainees with success rate of 100%
• Adjusting and updating the product material.
• Developing the Monthly exam for the operations( TLs and Account Advisors)
• Conducting the second phase interviews with the HR to assess the technical background and complete the selecting process.

• Developing Monthly analysis report.
• IT Control and audit.

system analysis and development