يحيى محمد عبد الهادي

Results-driven CRM and Training professional with 15+ years of progressive experience across customer relationship management, quality assurance, training coordination, and human resources. Proven track record of leading cross-functional teams, enhancing customer experience, and implementing training programs aligned with organizational goals. Adept in call center operations, process improvement, and employee development. Bilingual communicator (Arabic/English) with strong leadership and analytical skills.

• Responsible for reviewing and auditing incidents, emails and telephone interaction along with reviewing and investigating customer survey responses for the call center.
• Daily monitoring of all type of calls for quality assurance.
• Collaborate with call center team members to identify and streamline processes.
• Implement processes that enhance CX (mystery shopping, BDC, CSI, etc..) and ensure team members follow and adhere.
• Use call center tools to gather data and analyze trends and patters affecting quality (Kerridge, CMS and Harmony).
• Develop daily and monthly reports pertaining to all activities conducted in the call center.
• Measure and Monitor call center KPI’s
• Provide structured and timely recommendations and training to call center operation team.
• Perform test calls occasionally to determine call quality and measure performance and adhering to the set standards.

o Handling the New Recruits training programs:

 Preparing the training schedule.
 Assigning, coordinating and following up with the trainers of each program.
 Assigning a supervisor for the training program.
 Monitoring, reviewing and following up with the material and exercises printing process.
 Coordinating with external trainers, hotels, photographers etc….
 Preparing agreement contracts, payments, etc…
 Preparing attendance reports, evaluations, results of questionnaire assessing training program, certificates, exams and training program full report.

o Handling the In-house training programs:

 Coordinating and following up with clients about their training needs.
 Searching for Freelancers Trainers or Training providers in Kuwait and overseas.
 Filtering and choosing the best CV’s that suites our training requirements
 Preparing Proposals (Outlines, Agendas, Objectives, etc….).
 Preparing Cost Analysis Reports.
 Monitoring and reviewing the materials and power points as per the outlines provided.
 Assigning supervisor to attend the training program
 Preparing attendance reports, certificates, and final reports etc….
 Reviewing the agreement contracts
 Preparing payments

o Banker Research and Development Department

 Develop existing training products to commensurate with the actual training customers need
 Collect and sort the base of trainer’s and coach’s and follow-up on a regular basis with the results of the implemented programs evaluation
 Search for a new training projects that and the possibility of linking them with market needs
 Processing of technical and financial proposals
 Prepare all training modules and reports, to be updated electronically
 Testing training systems at the organization and provide a detailed report on the effectiveness of laboratories

o Ensure the HR database is kept up to date with any changes to employee details

o Provide an administrative support to the HR, account support team across their different areas of responsibility create and maintain employee files etc.

o Ensure accurate weekly and monthly headcount reports are collated and forwarded to all relevant parties. Ensure that any additional reports that fall within the scope of the HR Officer are accurate and delivered in a timely fashion.

o Provide ongoing coaching all employees for their all benefits, explaining their incentive schemes, offer independent advice and counsel as required to ensure that all performance management meetings are conducted and documented in a fair and consistent manner.

o Support the recruitment process of employees by screening applications, complete telephone interviews, face to face interviews, and reference check in addition to provide feedback on the candidates.

o Prepare contracts of employment and other documentations.

o Co-ordinate the payroll function, encompass all areas of payroll from submitting hours, liaising with team leaders to minimize the number of errors and maximize efficiency.

o Ensure that the complete range of “Best practice” policies and procedures from recruitment to resignation are adhered to in line with Silah business requirements.

o Support the HR Manager in implementing new policies, handbook amendments and procedures.

o Review and analysis of Silah existing compensation and benefits policy, ensuring competitiveness within the industry for Call Centre Staff.

o Maintain a professional, approachable and friendly demeanor in the performance of my duties to support “Best Practice” and an open door policy within the HR department.

o Undertakes duties of a general nature or additional tasks as may be required from time to time by HR Manager.

o Handling the Graduate Engineer Development Program and Students Summer Internship Program coordination and reports.

o Administrating e-Learning LMS program.

o Handling all correspondences, preparation for the In-house trainings and analysis Reports.

o Introducing and presenting orientation of new employees to the company projects, systems, manpower, ethics, policies, procedures and the e-Learning program.

o Administration work (Generating, preparing, checking reports and segmentations).

o Handling the checking and logging for all the Employees Annual Evaluation.

o Coordinating with different suppliers for trainings requirements.

o Handling all the correspondences, coordination and logging of the Annual Performance Evaluation for more than 750 employees.

o Started as an inbound agent receiving customer service requests, complaints with coordination of work shop services.

o Worked as an outbound agent cross selling Al Ghanim Electronics and Furniture's by specified potential lists or VIP customers informing and advising them of current promotions and special offers.

o Worked as Shift in Charge supervisor, maintain segmentation reports, scheduling, forecasting, handling and resolving customer's claims and complaints.