Experience

COPE HR Management

• Egypt
• Human Resources Services
• 1 - 100 Employee

• Head of Learning and Development

  • Sep 2022 - Present

  • Sound knowledge of e-learning and talent management programs. • Good knowledge of HR procedures and business standards. • Ability to analyze and determine training needs to meet business objectives. • Manage training operations including planning, budgeting, communications, and administration • Implement training assessment and evaluation methods to measure program success and effectiveness, and to improve resources continuously. • Provide periodic reports to Management and Business lines on staff training • Assist in developing an appropriate Training & Development plan/ calendar to support the employees' needs and COPE objectives. • Ensuring training costs are not exceeding the training budget and preparing budget reports. • Attend Training activities to ensure that statutory training requirements are met, report program status, and evaluate the trainer's performance. • Ensure that all the training logistics are met. • Provide prompt and high-quality service meeting deadlines as indicated on the SLA. • Interview Summer Interns.& prepare evaluation forms for the interviewed Interns. Show less



EDGE Consultants Middle East

• HR Operations Manager at EDGE Consultants Middle East

  • Jan 2020 - Sep 2021

  • Ensuring all operations are carried on in an appropriate, cost-effective way • Improving operational management systems, processes and best practices • Helping the organization’s processes remain legally compliant • Purchase materials, plan inventory and oversee warehouse efficiency • Help the organization’s processes remain legally compliant • Formulate strategic and operational objectives • Examine financial data and use them to improve profitability • Manage budgets and forecasts • Perform quality controls and monitor production KPIs • Recruit, train and supervise staff • Find ways to increase quality of customer service Show less



Integrated Diagnostics Holdings - IDH

• Egypt
• Hospitals and Health Care
• 500 - 600 Employee

• Corporate Training Development - HR

  • Dec 2018 - Jan 2020

   Manage and execute corporate training programs according to needs and demands  Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers.  Develop individualized and group training programs that address specific business needs.  Develop training manuals that target tangible results.  Implement effective and purposeful training methods.  Effectively manage the training budget.  Evaluate organizational performance to ensure that training is meeting business needs and improving performance.  Assess employees’ skills, performance and productivity to identify areas of improvement.  Drive brand values and philosophy through all training and development activities.  Effectively communicate with team members, trainers and management.  Select and manage resources, including working with both internal employees and training vendors to develop and deliver training.  Manage the technologies and technical personnel required to develop, manage and deliver training Show less



Orange Egypt

• Egypt
• Telecommunications
• 700 & Above Employee

• CC Commercial Projects, Customer Care

  • Jan 2011 - Dec 2018

  - Challenging customer’s feedback on products and services launches to CS, marketing and products & services development departments while monitoring the CS operational efficiency. - Own/Manage Projects/Enhancements and Outbound Campaigns that benefit operational efficiency, enhancing customer experience and budgetary issues. - Provide detailed Service Description and Business Cases for Projects and Initiatives. - Ensure that requirements/ concerns and proposals are submitted on time to marketing and product & services development departments. - Ensure content accuracy and consistency among all customer touch points IVR, Inranet, VRS, SMSs, Website, Social Media Channels,… etc. - Analyse and report post launch feedback to Marketing & Customer Service Departments. - Ensure that CS agents gets required training before project’s launch depending on its complexity. - Ensure that ideas/proposals rose are submitted to Marketing/Technology Teams for checking feasibility and working on its implementation if needed. - Ensure that customer service requirements are submitted on time to project managers in marketing and product & services development departments. - Manage Projects/Enhancements and Outbound Campaigns that benefit operational efficiency, enhancing customer experience and budgetary issues. Show less



Jewelry (Michael Oro) for gold and silver

• Product Manager

  • Sep 2007 - Dec 2010

  Responsible of managing / planning the daily operations and activities and management of the jewellery store.  A proven track record of Sales & KPI's  Supervising employees with their daily work requirements and improving the key client relations  To oversee the staffing requirements of the store, deal with client issues.  Orders merchandise and stock as needed as well as sales and record keeping procedures and practices.  International sales agents interference Responsible of managing / planning the daily operations and activities and management of the jewellery store.  A proven track record of Sales & KPI's  Supervising employees with their daily work requirements and improving the key client relations  To oversee the staffing requirements of the store, deal with client issues.  Orders merchandise and stock as needed as well as sales and record keeping procedures and practices.  International sales agents interference

• Operational Enhancement Senior Specialist

  • May 2005 - Aug 2007

  To support CS management in identifying issues and concerns, their root causes, developing the solutions and prescriptions related to the brand they support. The duties include the identification of load drivers/bottlenecks at the front and back offices, understanding the underlying reasons and presenting proposals to function supervisor Provide detailed SD (Service Description) and Business Cases for Projects/ Initiatives

• Corporate Contact Center Team Leader

  • Jul 2001 - Apr 2005

   Responsible For Inbound & Outbound activities in the Call Center of the Enterprise market. In addition to handling the Enhancements, Intelligent Routing , Work Force management, IVR Designing, ..... Led for handling problems for the customers on a hand, to reach the highest points of satisfaction, & to provide immediate support & an escalation avenue to a group of specialists.