Pierre El Khoury

Achievements:

▪ Developed and implemented a digital strategy for MAFP which increased the overall knowledge in the organization by 47% in the first 6 months of launching a gamification platform and Increased the adoption of LinkedIn Learning by 32% and course completion rate by 15%
▪ Lead the “Onboarding Framework” project from the initial design phase to the implementation across all Operating Companies of Majid Al Futtaim
▪ Reduced the training budget by 20% at MAFP by designing, developing and delivering in-house training instead of hiring external providers

Role Description:

▪ Develop the L&D strategy for MAFP and introduce new L&D initiatives that include:
- A digital platform for gamification to increase employee engagement and learning retention
- Transition from face to face training to online webinars during the COVID-19 Pandemic
- New learning initiatives (TIC Talk; Together we Inspire and Create Talks)
▪ Design, develop and deliver in-house trainings
▪ Work closely with the School of Analytics and act as a “Data Translator” for the Human Capital Department to drive the implementation of data analytics in the day to day operation and decisions
▪ Create and maintain the L&D budget; negotiate contracts and partner with external vendors
▪ Identify internal talent from the different business units and conduct Train The Trainer sessions in order for them to deliver soft skills and technical sessions internally
▪ Conduct Learning Needs Analysis (LNA) to ensure that training plans address the identified skill and knowledge gaps
▪ Evaluate and establish the KPIs needed and develop the Annual Training Plan based on the LNA results
▪ Manage the LMS and compliance requirements
▪ Conduct Learning Evaluation on all 4 levels and determine and measure the effectiveness of training programs
▪ Research learning trends, tools, practices & technologies. Provide insights that enable the continuous improvements and support in building an effective learning environment
▪ Develop new policies, processes and procedures to meet business requirements i.e. Executive education policy, Short term study leave, No show and cancellation policy
▪ Customer Experience Champion:
- Participate in the assessment of CX facilitators for the School of Great Moments (CX school)
- Design and develop CX training programs for front liners

I work with companies in various industries on independent projects focusing on the design and facilitation of learning solutions customized to meet the business goals and objectives.

Projects' Scope:

▪ Design and facilitate workshops for various industries including retail, aviation and banking i.e. Customer Service and Selling techniques, Performance Management, Time Management, Introduction to Strategic Thinking
▪ Lead Facilitator of a Learning Academy for a leading bank during their Digital Transformation. The project delivered over a period of 6 months covered topics such as: Change management, Creative Thinking and Innovation, Sales mindset, Customer Experience.
▪ Co-designed the “CCXP learning project” in collaboration with Multifarious Experience, a Customer Experience Innovation and Growth consultancy based in the UK. The project aims to disrupt the way Customer Experience professional prepare for the CCXP certification by identifying gaps in the training market and offering innovative and learner centered pathway
▪ Panelist on a webinar recorded for the build up to the CX Day, a global event celebrating Customer Experience. The webinar aim is to discuss the value that the CCXP certification adds to the individual and the organisation

Training Specialist
I ensured the effective design, delivery and evaluation of training programs. I also managed the performance and development of a team of trainers.

▪ Manage instructional design and implementation of training programs and quality assurance of content; ensuring all service delivery initiatives, procedures and standards are incorporated into training modules and learning resources
▪ Responsible for the design, update and publication of the workbooks (set of 2 books of 250 pages combined)
▪ Create and develop animation videos used in a course designed to train 22000 employees
▪ Deliver a range of training courses to a multicultural audience as the lead trainer i.e. classroom-based training, simulated training, webinars, workshops
▪ Provide leadership and direction to a team of 5 trainers through evaluation and coaching
▪ Assess performance of learners using various assessment methods i.e. computer based, practical and simulation assessments, and case studies
▪ Provide feedback based on performance and following the competency framework

The role involves delivering and designing training sessions in addition to mentoring and supporting trainers in developing their skills in line with their respective competencies

The main purpose of this role is to provide training to a multinational cabin crew population and conduct practical and theoretical assessments

In my role as a flight purser, I was in charge of all safety, security and service aspects of the
aircraft while managing a team of 18 crew members:
§ Ensure that highest standard of safety and security requirements are met and observed
at all times by all cabin crew members
§ Assess crew performance and provide flight reviews (Performance Review) identifying
crew strengths and areas needing development by providing guidance and coaching
§ Provide on-the-job training to SFSs (Senior Flight Stewards) and ensure they are
competent in the operation of all aircraft systems and completing flight documents should
they be required to operate in the PUR grade
§ Deliver the highest standards of quality service to customers by guiding and coaching
team members

§ Weekly sales calls to the hotel accounts and travel agencies
§ Prepare and offer corporate packages to clients and identify new potential accounts
§ Responsible for reaching sales goals and implementing programs to meet targets
§ Responsible for professional presentations and maintaining data base management
§ Manage the organization of conferences and events
§ Act as Duty Manager on weekly basis