Training and Development Section Head
ECCO Outsourcing
مجموع سنوات الخبرة :15 years, 3 أشهر
-Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets.
-Evaluate the delivered training efficiency (training results, survey, etc.…)
- Manage trainers’ performance and responsibilities and report
the performance to the direct manager
- Audit the training curriculum.
-Attend kick off meetings and deliver the requirements to trainers, or assign the trainer according to the project needs.
− Evaluate the delivered training efficiency (training results, survey, etc…)
− Manage trainers’ performance and responsibilities and report the performance to the direct manager
− Attend kick off meetings and deliver the requirements to trainers, or assign the trainer according to the project needs.
− Check the consistency of the materials.
− Monitor and evaluate action plans related to training department complaints (CMS)
− Provide and follow up on TLs training program.
- Make sure new employees understand their job descriptions and are prepared to handle their duties.
- Maintain records and prepare statistical reports to evaluate performance of instructors and monitor the progress of trainees.
- Suggests changes in programs, schedules, content and other activities based on feedback and changes in business processes.
- Conduct interviews and hire new trainers.
- Continuous development for the trainers .
- Conducts training courses.
- Interfaces with the internal and external clients on behalf of the organization.
- Assists in compiling training manuals for specific topics.
- Assists and encourages staff members in developmental growth through skill level assessments and programs.
- Conduct orientation sessions and arrange on-the-job training for new hires.
- Analyze training needs to develop new training programs or modify and improve existing programs.
- Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
- Develop testing and evaluation procedures.
- Monitoring the team performance and develop them.
- Creating the training Plan for Vodafone project.
Delivering training programs like quality management system, customer service, communication skills, complaint handling, problem solving, call center industry, leadership skills, and supervisory skills.
- Delivering technical knowledge related to the project.
• ECCO Outsourcing (28/4/2009 till 28/12/2010)
Job Title: Call Center Agent (CSR) for Palm Hills Developments Project.
Job description: - Respond to incoming telephone inquiries and appropriately forward customer inquiries requiring special assistance or escalation.
- Accurately record all details of customer inquiry for statistical and analytical Purposes.
- Provide an appropriate respect and understand the tools, & materials utilized within other departments.
- Fully understand both individual & company objectives to achieve them effectively & efficiently.
- Positively contribute in up selling of products.
• Belayim Petroleum Company (15/7/2007 to 9/8/2007) and (18/6/2006 to 13/7/2006)
Job Title: Trainee at Public Relation Dep.
TOT Program " Train of the Trainer" program helps you to become a professional trainer as it teaches you the different techniques of delivery and how to communicate with the trainees.
• B.A: Lesanse degree, Faculty of Art, English Section (Ain Shams University), May 2009 Grade: Good.