Ahmed Wassim
Trainer/supervisor
Cairo
Summary
Proven leader in training and development, adept at program management and creative problem-solving, with a track record of enhancing team productivity and customer satisfaction at Teleperformance. Skilled in public speaking and new hire training, excels in crafting tailored solutions that drive results, achieving a significant increase in staff readiness and performance. Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Trainer
Teleperformance
09.2023 - 05.2024
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Monitored participant workflow and behaviors throughout training process.
- Tracked attendance and evaluated progress for assigned trainees.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Developed individualized training plans to achieve staff readiness.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Provided coaching and mentoring to employees.
Supervisor
Teleperfomance
06.2023 - 05.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Achieved results by working with staff to meet established targets.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Maintained compliance with company policies, objectives, and communication goals.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Evaluated employee performance and coached and trained to improve weak areas.
- Conducted routine inspections to check quality and compliance with established specifications.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Customer Service Representative
Teleperformance
11.2022 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided primary customer support to internal and external customers.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Telesales Representative
Trinity Marketing Solutions
09.2019 - 09.2022
- Supported team members in achieving shared goals, contributing to a collaborative work environment.
- Optimized productivity levels, setting personal goals for daily calls made and deals closed successfully.
- Overcame objections using friendly, persuasive strategies.
- Maintained detailed records of customer interactions, ensuring accurate data tracking for future reference.
- Increased sales by effectively identifying customer needs and presenting tailored solutions.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries.
- Promoted high-quality products confidently knowing they would meet customer''s expectations based on thorough research conducted beforehand.
- Consistently exceeded sales targets by utilizing effective upselling techniques and persuasive communication skills.
- Improved product knowledge, attending regular training sessions and staying updated on industry trends.
- Recorded contact information of customers and potential customers in internal database.
- Supported new team members in adapting to company processes quickly, serving as a mentor for best practices in telesales operations.
- Adapted communication styles according to individual client preferences while adhering to professional standards, facilitating rapport building.
Education
Bachelor of Commerce - Accounting And Finance
Ain Shams University
04.2001 -
High School Diploma -
Omar Ibn El Kattab
Cairo, Egypt 04.2001 -
Skills
Public Speaking
Lesson Planning
Planning and coordination
Online Instruction
Student Engagement
Classroom oversight
Program Management
Materials Preparation
Creative Problem-Solving
Curriculum Planning
New Hire Training
Timeline
Trainer
Teleperformance
09.2023 - 05.2024
Supervisor
Teleperfomance
06.2023 - 05.2024
Customer Service Representative
Teleperformance
11.2022 - 06.2023
Telesales Representative
Trinity Marketing Solutions
09.2019 - 09.2022
Bachelor of Commerce - Accounting And Finance
Ain Shams University
04.2001 -
High School Diploma -
Omar Ibn El Kattab
04.2001 -
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