Ahmed Fathy
Training And Development SR Supervisor
Cairo - Maddi
Summary
Over 14 years of experience in the fields of , Contact Center Operations, Soft Skills Training works, and Academic activities. Worked for 14 years with International Companies, holding Management positions handling multi-cultural environments.
Overview
14
14
years of professional experience
Work History
Training and Development Senior Supervisor
Etisalat
02.2021 - Current
- Sets strategy of training department to match strategic goals and objectives of company
- Directs design, planning, and implementation of corporate training programs and new materials aligned with objectives and strategy of the company in way that increases human capital
- Collaborates with functional management teams to assess ongoing and future training and development needs as well as effectiveness of established programs
- Provides engaging communications about program information to encourage participation and highlight value and benefits of training
- Approves new training techniques and suggests enhancements to existing training programs
- Build relationships with vendors to provide additional outside training programs
- Manages and develops training professionals.
Public Speaker and Training Consultant
- Successfully trained over 9,000 trainees across various esteemed companies, universities, and government ministries
- Training covered range of levels including student, mid-management, and senior management.
Trainer- Training Analyst
Etisalat
02.2016 - Current
- Tracked attendance and progress against goals for each participant
- Identified and proactively solved internal problems related to employee turnover by revamping training approaches
- Eliminated process gaps by implementing new methods of standardized training
- Conduct training induction for new Employees in customer care
- Conduct refreshment sessions to ensure general awareness of the company's products & services
- Assess trainees' skills, behaviors and learning styles during the internal training course
- Mentored new hires, resulting in stronger staff development and increased productivity
- Employed job analysis in accordance with principles of instructional design to create effective training programs
- Quickly adapted training plans for operation needs, keeping timelines, budgets and desires in mind
- Conduct Soft skills and communication training Programs across several departments such (Sales Department, IT Service Desk Department, etc).
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness
- Scheduled and taught in class and online courses to increase learning opportunities
- Monitored participant workflow and behaviors throughout training process
- Educated clients on proper use of products and systems
Retention Specialist
Etisalat
03.2012 - 02.2016
- Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages
- Reviewed successes and failures to learn from previous mistakes
- Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
Directory Assistance Operator
Etisalat
01.2010 - 01.2012
- Accessed number directories to provide relevant information to callers
- Helped callers locate specific businesses, residences or public buildings with mapping assistance
- Responded to customer inquiries with patience and positivity to establish excellent first impression
- Connected callers with appropriate professional, department or business
- Provided new employees with voice and accent training to teach proper customer service etiquette.
Training Supervisor
Etisalat UAE
04.2015
- Maintains records and prepares statistical reports to measure and evaluate the effectiveness of the training department
- Created online training program for the Retail Staff to be used during video training conferences
- Managing all the Strategic accounts Trainings in EGS such as (Non-Voice, Collection, Retention, HS, MS, … Etc..)
- Collaborated with company leaders and department managers to determine training needs
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Integrated technology resources into courses to diversify instruction
- Monitored and maintained high level of on-time delivery reliability service and performance
- Train assigned trainers on effective techniques for training, such ( on-the-job training, collection techniques,..etc..)
- Implemented Workshops Technique to improve working conditions for all employees and fostered work environment that maximized employee morale and engagement
- Assessed skill gaps for employees in collection department and developed training courses to meet identified needs.
Education
Bachelor of Tourism Studies - Tourism And Travel Management
Helwan University
Cairo 03.2009 - 04.2009
Skills
Certified Public Speaker trainer School Of Public Speaking -SPS
Training Needs Assessment (TNA) - AMCham
Certified Instructional Designer L&D Partner
Certified Professional trainer Etisalat UAE
Certified Professional trainer , AMCham , Egypt
Certified Manager - Skill Soft
Timeline
Training and Development Senior Supervisor
Etisalat
02.2021 - Current
Trainer- Training Analyst
Etisalat
02.2016 - Current
Training Supervisor
Etisalat UAE
04.2015
Retention Specialist
Etisalat
03.2012 - 02.2016
Directory Assistance Operator
Etisalat
01.2010 - 01.2012
Bachelor of Tourism Studies - Tourism And Travel Management
Helwan University
03.2009 - 04.2009