Executive Coach | Business & Leadership Trainer (Freelance)
Freelancer
Total years of experience :20 years, 7 Months
• Conduct training needs analysis (TNA) to identify knowledge gaps with clients.
• Design and develop course outlines, training materials and learning modules customized to the client’s needs and industry requirements.
• Work with training providers to deliver training programs, courses and workshops to major government and private organizations.
• Prepare training materials (PowerPoint presentations, workbooks, activities) tailored to different industries and various organizations.
• Build an engaging communication methodology to motivate and inspire trainees.
• Incorporate NLP and EQ techniques to assist clients in building self-confidence, releasing negative emotions, achieving goals, fining clarity, and changing limiting beliefs.
• Coach executives on soft skills including leadership and management development, teamwork, emotional intelligence, communication skills, performance effectiveness, interpersonal skills, psychology of the millennials, decision making and problem solving skills, creative thinking, design thinking, positive thinking, succession planning, motivation, presentation skills, delegation and time management, customer service excellence, NLP practices and applications, personal branding, stress management, change management and personal development.
• Group Coaching: Coaching on teamwork, workplace ethics, skills, and attitudes attributed to high performance employees.
• Individual Coaching: Preparing individual development plans, setting long term and short-term goals, and utilising individual characteristics to enhance performance.
• Project Work Support: Brainstorming, project concept validation, continuous feedback and support on research skills, report writing, and presentation skills.
• Regular evaluations and providing continuous feedback.
Conducted welcome orientation presentations for all new hires in the EMEA.
• Prepared and designed training materials (presentations and manuals).
• Delivered presentations to trainee groups and individuals via different channels (phone, online and in person).
• Identified trainees’ needs.
• Clarified required learning outcomes.
• Assessed trainees’ competencies to recognize performance gaps.
• Incorporated excellent presentation, communication and interpersonal skills to fully engage trainees.
• Worked with the customer service team to ensure an outstanding customer experience by enhancing service delivery and improving key performance indications (KPIs).
• Developed annual customer service strategy for process improvement leading to 10% cost savings in 2016.
• Successfully ran customer care centre leading to increased customer success and satisfaction rate.
• Hired, trained and managed customer service staff.
• Linked the customer service insight with business insights which led to increased sales.
• Ensured compliance to departmental policies & procedures and prompt resolution of issues.
• Focused on day to day operational issues and ensured effective communication across the organisation.
• Involved in planning and monitoring administrative aspects of customer service department functions.
• Managed accounts receivables, payment collection, reconciliation of accounts and report writing.
• Coordinated activities related to recruitment, hiring, training & coaching of customer service representatives.
• Maintained auction information systems and correspondence.
• Managed the customer service complaint system and handled difficult customers.
• Developed and maintained productive business relationship with customers and suppliers.
• Scheduled & maintained appointments; organized business trips, hotel reservations and staff airline tickets.
• Maintained correspondence and prepared monthly expense claims.
• Managed customer/ employee data base (in Oracle).
• Defined policies & procedures; ensured compliance to renewal of insurance for vehicles & premises.
• Functioned as point of marketing contact with Arabic speaking media.
• Liaised with various support teams with regards to repair & maintenance of office equipment.
• Maintained accounts and generated reports.
• Functioned as first point of contact for visitors and managed correspondences.
• Answered mails, telephone calls and processed insurance documents for company vehicles.
• Managed catering for employees.
• Maintained inventory of general office supplies.
• Conducted Arabic & English translations.
• Worked as a backup Personal Assistant to the senior management.
Courses Completed: -Management. -Marketing. -Finance. -Money & Banking. -Economy (Macro, Micro). -Accounting. -Global Economy.