Experience

Passion.io
• United States
• Technology, Information and Internet
• 1 - 100 Employee
• Customer Success Quality & Training Lead

  • Jan 2023 - Present

kwentra
• Egypt
• Hospitality
• 1 - 100 Employee
• Learning and Development Manager

  • Mar 2019 - Dec 2022


Radical Minds Technologies Pvt. Ltd.

• India
• Information Technology & Services
• 700 & Above Employee

• QA/Training Lead

  • Aug 2018 - Feb 2019

  - Acting as Floor Team Leader. - Responsible for Data/reports gathering and communication to the team. - Responsible for creating a solid database for all executives to follow. - Responsible for gathering new updates to policies or promotions and deliver them across the employees to make sure of information accuracy. - Monitor Associates' behavior during their daily interaction with customers and provide feedback accordingly. - Monitor employees' Real-Time Activities on a daily basis. - Motivate the team towards better performance and results.



Flyin.com

• Saudi Arabia
• Technology, Information and Internet
• 200 - 300 Employee

• L&D/Technical Senior Trainer

  • Sep 2017 - Jul 2018

  - Responsible for meeting the hiring requirements from Workforce based on forecast. - Deliver specific advanced courses i.e. Emotional Intelligence, to inject the ultimate customer experience to our new hires and adjust their mindset to our customers’ requirements and expectations. - Supervise technical trainers during training conduction and make sure we handover good, well trained calibers to our operations team, we commit to support them in the 0-90 tenure quartile. - Handle all training logistics & requirements, anything that is related to the newly hired employee. - Conduct Kirkpatrick analysis for our performance to be delivered to our CEO and other concerned departments for better improvement. - Directly communicate with our headquarters in KSA to send & receive intel to help us run the business in an efficiently effective form. - Directly communicate with our team in India for new tools updates and provide our needs to them for better customers’ experience. - The main point of contact for any new update either coming from India or KSA to help ease the process of communication to staff and employees. - Created The Cabin Program as a part of the L&D plan for 2018 for all Flyin staff



Teleperformance Egypt

• Soft Skills & Product Trainer

  • Apr 2014 - Aug 2017

  - Currently completed 6900 training hours for newly hired employees excluding continuous development for existing staff.- Able to create TNA and TSO for training initiatives and able to calculate the 4 levels of the Kirkpatrick Model.- Being a part of the hiring and planning process, coordinate the logistics of new classes and employees.- Review and develop any action plan related to the behavior of employees or any soft skills related matter.- Content Development and update according to the needs from the training department.- Perform administrative duties including performance tracking and learning curve analysis.- Successfully achieve all the training objectives within a given course and time frame.

• Operations Supervisor

  • Sep 2011 - Apr 2014

  - Manage and supervise day to day operations for a business unit of 18-22 employees, held accountable for their performance and achievements.- Coach, develop and mentor the team according to their performance to achieve higher revenue margins and productivity.- Responsible for the Profit & Loss analysis on a team and account level to control our direct costs and affect our Gross Margin positively.- Review, develop and implement innovative action plans related to the employees’ interaction with our clients in order to strengthen the opportunities for improvement.- Innovating new methods and processes to run the business unit.- Analyze and plan case studies on monthly and quarterly basis; the account’sachievements and set the action plans for better end results accordingly.