Dawood Saleh
Training Lead at Interactive Smart Communications (ISC)- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Project Management Professional (PMP)
Project Management InstituteDec, 2020- Nov, 2024
Experience
-
Interactive Smart Communications (ISC)
-
Saudi Arabia
-
Outsourcing and Offshoring Consulting
-
1 - 100 Employee
-
Training Lead
-
Nov 2021 - Present
I was delighted to start a new journey at ISCC -Interactive Service Communication Company- with Training Lead position. My role is to structure the framework of training department and help in adopting dynamic approach in the call center with the objective of delivering best in class experience in the market. I was delighted to start a new journey at ISCC -Interactive Service Communication Company- with Training Lead position. My role is to structure the framework of training department and help in adopting dynamic approach in the call center with the objective of delivering best in class experience in the market.
-
-
-
ccc by stc
-
Saudi Arabia
-
Outsourcing and Offshoring Consulting
-
700 & Above Employee
-
Training Unit Head
-
Jul 2020 - Oct 2021
I am a dedicated learning and development manager for the Saudi Tourism Authority Call Center - Visitor Care Call Center – my goal is to provide mutually positive and supportive learning methodologies to ensure our multilingual ambassadors would handle each interaction with care, generosity & mastery Below milestones are either accomplished or still in progress to meet the business goals • Revamped the knowledge base to grant quick access for the team to the required information while handling interactions• Conducted several training sessions to facilitate the transformation to Visitor Care, which included explaining Visitor Care Aspiration and clarifying how the digital transformation with the New CRM would help us provide the best-in-class experience Show less
-
-
Training Specialist
-
Jun 2015 - Jul 2020
I have played a major role enrolling many projects to our company by fulfilling due diligence that embodied capturing operational requirements, offering best practices, and designing training materials for call centers related to companies like : 1- Saudi telecom company STC2- National water company NWC3- Ministry of commerce and other entities. • Delivered Advanced training programs on customer behavior, sales, and subjects aligned with the business strategy. • Designed and identified SOP's for training and operation departments for different STC projects. If I had to choose three strength points in my personal attributes it would be: 1- Communicative skills- I have gained it from arranging meetings and workshops with clients and potential clients and training fresh candidates with different skills set and different personalities. 2- Learnability: I am passionate about learning and adding new skills to my skill set.3- Proactivity: I always take an additional step to make difference in what I am doing, sometimes I feel I am a perfection seeker but I try that does not negatively impact my productivity. Show less
-
-
Workforce Management Analyst
-
Feb 2014 - May 2015
It was a great experience. This year, I have learned a lot in reporting, and I had the chance to have full exposure to how a call centre operates. my duties and responsibilities were as follow • Preparing (attendance reports – agent performance reports – payroll attendance reports ) by extracting the affiliated details from CMS and from each portal then sharing them with OPS besides analysing the OPS team performance to maintain the Service level targets. • Receiving the daily user activity on ICMS from the client then determining the retained and cancelled cases according to order types chosen then sharing the summary with the client. • Publishing (daily-weekly-monthly) biometric reports for the employees after preparing them considering the leave requests confirmed from HR and exceptions approved from HODs Show less
-
-
-
Shastech-iSTORE
-
Retail
-
1 - 100 Employee
-
Customer Relationship Management Specialist
-
Jun 2011 - Jul 2013
This was a great experience where I have to engaged with international vendors and large domestic clients. daily communications were made to offer the best customer experience to our clients. My Duties & Responsibilities were as follow • To follow up with the status of damaged units which were sent to vendors in order to get fixed. • Finding solutions for the complaints coming from domestic clients such ( jareer-extra) regarding the units Which are delayed or not fixed properly. Show less
-
-
Education
-
2014 - 2018
Binary University
Bachelor's degree, Computer Science
Community
