Aya Samir Hassan
Alexandria,Egypt
Summary
Experienced Training Supervisor with over 5 years in call centre operations and training, specializing in training delivery, performance improvement, and team development. Proven track record of managing multiple accounts, leading trainer teams, and ensuring high-quality learning experiences aligned with business KPIs. Strong background in stakeholder management and client communication, with a consistent ability to meet service level targets and enhance agent performance. Recognized for leading high-volume accounts and contributing to top-ranked partner performance through structured training strategies and continuous improvement initiatives. Seeking to leverage expertise in training operations, leadership, and data-driven development to excel as a Training Manager.
Overview
7
7
years of professional experience
Work history
Training Supervisor
Concentrix, Retail & Mobility
2023.09 - 2026.05
- Successfully launched 3 new accounts, ensuring smooth training readiness, stakeholder alignment, and operational ramp-up.
- Managed training strategy for large-scale operations with headcounts reaching 1,200 and 600 employees.
- Supervised and managed training operations across 4 accounts within the retail and mobility sectors.
- Leading a team of 28 trainers.
- Conducted trainer class observations and coaching audits to ensure training quality, consistency, and alignment with business standards.
- Created engaging learning materials, resulted in increased understanding and knowledge retention and got signed off by the client.
- Monitored New Hire (NH) performance, feedback, and post-training readiness through reporting and performance analysis.
- Audited trainer reports and evaluated training effectiveness using KPI tracking, performance insights and TNA analysis.
- Designed and delivered refresher sessions for tenured agents, tracking performance impact before and after interventions.
- Led upskill and cross-skill training initiatives to enhance workforce flexibility and operational capability.
- Achieved Rank #1 among all partners multiple times across two major accounts based on training and operational performance metrics.
- Supported talent development and succession planning, contributing to the promotion of 3 of my team members into supervisors.
Senior Trainer
Concentrix, retail sector
2023.01 - 2023.09
- Mentored junior trainers, fostering professional growth and enhancing overall team capabilities.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Increased employee competency by developing and delivering comprehensive training programs.
- Aligned learning objectives with organizational goals, driving increased productivity and business results.
- Established clear learning objectives for each session, setting a benchmark for success evaluation.
- Conducted regular evaluations of existing training programmes for continual refinement and enhancement.
Team Manager's delegate (6 months)
Concentrix, Travel sector.
2022.01 - 2023.01
- Evaluated employee performance, coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Improved overall team's performance in different KPIs throughout weekly check-ins and monthly improvement plan.
Customer Care Advisor
Concentrix, Travel Sector
2021.07 - 2022.01
- Assisted customers with all aspects of travel planning leading to successful holidays.
- Achieved customer satisfaction by providing tailored travel solutions.
- Handled travel services in flights, hotels and car agencies.
- Amadeus experience.
- Achieved strong performance in all KPIs.
Customer service representative
Sutherland
, Egypt
2020.04 - 2021.06
- Offered technical support, leading to enhanced user experience.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Trained new hires for improved productivity and efficiency on the job floor for 5 months leading to high performance.
Customer care advisor
Vodafone UK
, Egypt
2019.02 - 2020.03
- Provided technical support to customers ensuring high customer satisfaction.
- Achieved sales & customer experience targets while maintaining quality standards and SLAs.
Education
Bachelor - Arts
Alexandria University
AlexandriaSkills
- Leadership & team management
- Performance management
- Conflict resolution
- Performance risk management
- Data analysis & KPIs monitoring
- Team motivation & Engagement
Languages
English
Fluent
Timeline
Training Supervisor
Concentrix, Retail & Mobility
2023.09 - 2026.05
Senior Trainer
Concentrix, retail sector
2023.01 - 2023.09
Team Manager's delegate (6 months)
Concentrix, Travel sector.
2022.01 - 2023.01
Customer Care Advisor
Concentrix, Travel Sector
2021.07 - 2022.01
Customer service representative
Sutherland
2020.04 - 2021.06
Customer care advisor
Vodafone UK
2019.02 - 2020.03
Bachelor - Arts
Alexandria University