وليد أحمد

Managing the performance in the company

• Led talent development initiatives and supported HR strategies aligned with
organizational goals.
• Managed employee development plans and contributed to succession planning
initiatives.
• Collaborated with stakeholders to identify capability gaps and training priorities.

managing the learning and development of the bank staff

• Managed annual training budget and coordinated with vendors and stakeholders to
deliver training programs.
• Conducted Training Needs Analysis (TNA) across multiple departments for behavioral
and technical training.
• Delivered HR induction sessions and facilitated learning programs for banking staff.
• Evaluated training effectiveness using L1 and L2 evaluation models.
• Supported onboarding and development programs impacting 100+ employees.
• Designed and delivered soft skills and technical training programs for banking teams.
• Supported onboarding programs and induction sessions for new employees.
• Contributed to development planning and succession management initiatives.

• Conducting end-to-end training to the new hires
• Evaluating employee performance to gauge where skills are lacking
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Managing global induction attendance for Contact Center.
• Delivering Soft skills training for the new hires (Customer Experience)
• Running refreshers for the existing staff as per the TNA (Training need
analysis)
• Preparing learning materials for programs
• Developing onboarding programs for new employees
• Responsible for creating access for the new joiners
• Run testing for new software

• Delivered end-to-end training programs for contact center new hires and onboarding
sessions.
• Conducted refresher sessions based on Training Needs Analysis.
• Prepared training materials and facilitated customer experience programs.
• Coached employees and evaluated performance to close skill gaps.

• Monitoring and periodic audit of calls to ensure meeting the quality
requirements, regulation and compliance and processes standards
• Welcoming the new hires and delivering
• Reporting quality analysis and observations to operation management and
stakeholders based on observations from audit checks and call monitoring
• Coordinating with training the necessary refreshers or skill builders to be
delivered
• Ensures accuracy of evaluations through calibration sessions with team
managers and stakeholders in addition to internal / external audits
• Delivers feedback to associates and team managers through effective and
prescribed coaching methodology
• Measures and maintains accountability on an associate or team level areas of
strengths and opportunities and determine recommendations and action plans
to improve processes and customer experience.
• Conduct regular checks on calls to spot any conduct breach incidents
• OIC to my manager Quality Service Manager during her absence in all
internal and external stakeholders meetings

• Monitored and audited customer calls to ensure compliance with quality standards and
regulatory requirements.
• Reported quality insights and improvement recommendations to operations
management.
• Conducted calibration sessions with managers and stakeholders to maintain evaluation
accuracy.
• Delivered coaching and structured feedback to improve service quality and customer
satisfaction.

• Handling calls from our HSBC customers in a polite and friendly way, instilling
customer confidence and resolving customers issues at first contact where
possible
• Delivers what is promised in line with customer expectations
• Offers value added products and services based on customer needs analysis
and ensures customer understanding of those products
• Owns and resolves issues and understands how and when to escalate

• Handled customer inquiries and resolved issues while maintaining high service
standards.
• Promoted banking products and services based on customer needs analysis.
• Ensured first-contact resolution and escalated complex cases when required.

• Promoted and demonstrated LG and Samsung products in retail environments, engaging
customers and driving product awareness and sales.
• Assisted customers in selecting suitable electronics based on their needs, explaining
features, specifications, and competitive advantages.
• Achieved sales targets and maintained strong product knowledge while ensuring high
standards of customer service and brand representation.

• Promoted and demonstrated LG and Samsung products in retail environments, engaging
customers and driving product awareness and sales.
• Assisted customers in selecting suitable electronics based on their needs, explaining
features, specifications, and competitive advantages.
• Achieved sales targets and maintained strong product knowledge while ensuring high
standards of customer service and brand representation.