Diaa Mounir El-Adawy
Quality, Performance And Training Supervisor
Alexandria,Egypt
Summary
As an accomplished Training Manager and Knowledge Delivery Expert, I seek a dynamic organization that values continuous learning and growth. With a proven track record in optimizing operations and enhancing employee development through innovative training solutions, committed to driving organizational success. Leveraging extensive theoretical, technical, and managerial expertise, Aiming to implement effective training programs and knowledge management strategies that contribute significantly to both individual and organizational performance.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Quality, Performance, and Training Supervisor
H&H Hotels Group
Alexandria, Egypt
02.2023 - Current
- Oversee daily rates and performance metrics of Online Travel Agencies (OTAs)
- Manage the mapping and integration of Property Management Systems (PMSs) and Channel Managers
- Administer the company's mail domain and oversee guest review trends and page scores across linked OTAs
- Devise innovative strategies to boost revenue based on market demand analysis
- Deliver and oversee training for newcomers and upskill existing employees on all PMSs, Channel Managers, OTAs, and Revenue Management Systems
- Train frontline employees and guest handlers in soft skills, guest handling etiquette, and hospitality awareness
- Ensure clear and effective communication between on-ground staff and guests, delivering world-class service
- Created engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
Operational Account Manager
Sutherland Global Service
Alexandria, Egypt
09.2022 - 02.2023
- Responsible for Managing the operations (Customer Support leads and frontline agents, Training segment, Quality moderators), ensuring seamless project execution, and maintaining high standards of service delivery.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Monitored market trends to advise clients on potential impacts to their business, positioning as trusted advisor.
Associate Training Manager
Sutherland Global Service
07.2021 - 09.2022
- Managed a team of trainers to ensure consistent delivery of high-quality training sessions across all departments.
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Collaborated with company leaders and department managers to determine training needs.
- Created engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
- Enhanced employee productivity by developing and implementing comprehensive training programs.
- Designed e-learning modules to accommodate remote workers and facilitate ongoing professional development opportunities.
- Enhanced organizational communication skills through customized workshops targeting written, verbal, and nonverbal communication techniques.
- Maintained compliance with all relevant regulatory requirements related to associate education programs.
Customer Service Representative
Sutherland Global Service
01.2020 - 07.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Senior Subject Matter Expert
Vodafone UK
Alexandria, Egypt
02.2019 - 01.2020
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Customer Service Representative
Vodafone UK
03.2018 - 02.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor of Science - APGP (Alex Petroleum Geology Program)
Alexandria University
Alexandria, Egypt 02.2010 - 04.2014
Secondary School -
Middle East Secondary Language School (M.E.L.S)
Alexandria, Egypt 01.2007 - 01.2010
Skills
Coaching and mentoring
Accomplishments
- Participated in the IBA (Imperial Barrel Award) worldwide competition and achieved the 1st rank on Egypt in the First Stage, the 2nd rank on North African teams in the Second Stage, and 4th rank on Africa region in the Final Stage., 2016
- Honored with the Medal of Science and fulfilled by the Alexandria University President.
Society contribution
- Former Head of the Media Committee, EAGE-Alex chapter (European Association of Geoscientists and Engineers)
- Former Vice President, SEG-Alex student chapter (Society of Exploration Geophysicists)
- Active Member, SPE International (Society of Petroleum Engineers)
Personal Information
- Place of Birth: Madrid, Spain
- Date of Birth: 02/28/91
- Marital Status: Single
Military status
Exemption
Timeline
Quality, Performance, and Training Supervisor
H&H Hotels Group
02.2023 - Current
Operational Account Manager
Sutherland Global Service
09.2022 - 02.2023
Associate Training Manager
Sutherland Global Service
07.2021 - 09.2022
Customer Service Representative
Sutherland Global Service
01.2020 - 07.2021
Senior Subject Matter Expert
Vodafone UK
02.2019 - 01.2020
Customer Service Representative
Vodafone UK
03.2018 - 02.2019
Bachelor of Science - APGP (Alex Petroleum Geology Program)
Alexandria University
02.2010 - 04.2014
Secondary School -
Middle East Secondary Language School (M.E.L.S)
01.2007 - 01.2010
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