Islam Hassan
Customer Car Training Sr Supervisor
Giza,El shiekh zayed
Summary
Dynamic professional with a proven track record in designing and enhancing training programs tailored to employees at all levels. Recognized for exceptional communication skills, strategic planning abilities, and adept conflict management, fostering a cohesive learning environment. Possesses a deep understanding of departmental training needs, driving engagement and performance improvement throughout the organization. Committed to cultivating a culture of continuous learning and development that aligns with organizational goals.
Overview
19
19
years of professional experience
10
10
Certifications
Work History
Customer Care Training Manager / Senior Supervisor
Etisalat Misr
01.2021 - Current
- Lead the training and development function for Customer Care, ensuring alignment with organizational goals, improving agent performance, and enhancing the customer experience.
- Responsible for managing training strategies, onboarding programs, performance improvement initiatives, and cost optimization through innovative learning methods.
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Improved customer satisfaction by 30% for new joiners over four years.
- Achieved a 6% increase in First Contact Resolution (FCR) through focused training on problem-solving and customer empathy.
- Reduced average training days by four days while maintaining high competency levels.
- Lowered training costs by 10% by implementing e-learning and blended learning models. Developed performance dashboards and reporting tools to track training effectiveness and agent readiness.
- Partnered with quality assurance teams to ensure that training directly addressed performance gaps.
- Mentored and developed a team of trainers, creating a culture of continuous improvement and knowledge sharing.
HR Analytics and MIS Manager
Etisalat Misr
01.2017 - 12.2020
- Provide both on-demand and scheduled analysis to support the Etisalat executive leadership team's needs, in addition to the development and deployment of automated tools and dashboards.
- Develop automated dashboards that are presented to the business leaders, demonstrating key workforce metrics and trends such as headcount, hiring, attrition, diversity, talent and succession, talent acquisition, and workforce engagement, etc.
- Use data visualization to turn complex data into simple, easy-to-understand narratives for senior business leaders and HR stakeholders.
- Collaborate with HR COEs (talent, total rewards, learning, and development) to monitor program effectiveness and recommend modifications as necessary.
- Work closely with other HR analytics counterparts across Etisalat to contribute to the organization’s long-term HR analytics development roadmaps.
- Map the HR processes and set the proper KPIs, then collaborate with the IT department to develop and implement the required systems and/or tools.
- Develop a people costing model to position Etisalat for growth, aligned with the business strategy and the changing demands of customers.
- Scope: Provide both on-demand and scheduled analysis to support the Etisalat executive leadership team's needs, in addition to the development and deployment of automated tools and dashboards.
Budget and Reporting Senior Supervisor
Etisalat Misr
01.2007 - 01.2017
- Responsible for analyzing, recommending, and reporting activities for the Customer Care department to monitor the business performance closely, and taking timely remedial actions.
- Drafted a headcount plan for the Customer Care department based on customer segmentation and transaction types.
- Executed a tracking system to track many variables, such as AHT, complaints rate, service level, and quality, etc. Versus the targeted ratios, in addition to the generation of 25 dashboards for management and one dashboard for top management.
- Developed a Customer Care business performance reporting system with automated reporting mechanisms that provide dashboards and alerting for abnormal trends.
- Conducted a voice of the customer analysis that helped in delivering an exceptional customer experience.
- Developed the Customer Care department budget and cost model for different functions.
- Handled the outsourcing exercise, including budgeting and costing, in alignment with corporate strategy and direction.
- Developed a customer experience reporting system to provide commercial, technical, and IT teams with periodic reports about customer insights.
- Scope: Responsible for analyzing, recommending, and reporting activities for the Customer Care department to monitor the business performance closely, and taking timely remedial actions.
Education
MBA - Marketing
Arab Academy For Science, Technology And Maritime Transport
Cairo01.2008
Professional Graduate Certificate - Computer Science
American University in Cairo
Cairo01.2001
Bachelor of Commerce - Accounting Major
Tanta University
Tanta01.1999
Skills
Business Analytics and Modeling
Business Planning and Performance Tracking
Customer Experience Management
Strategic workforce planning
Staff development plans
Training methods
Training facilitation
Strategic thinker
Resource management
Finance and Budgeting
Coaching and mentoring
Leadership
Certification
Management Development Program | Mirqah | 2018
Accomplishments
- Created interactive dashboard using “Tableau” for all HR functions including many KPIs that measures different interventions specially “time to hire” that was reduced by 70%.
- Initiated an MIS tool that generates 15K automated reports annually for different functions to facilitate the evidence-based deciing making process.
- Improved HR reporting accuracy to reach 99% that reduced time of validation process by 10%.
- Participated in launching customer care outsourcing model that reduced the manpower cost by 35% in addition to new seating arrangement that reduced outsourcing cost by 15%.
- Crafted contact center segmentation model that enhanced customer experience by 20%.
- Participated in 4G Home repeaters network transformation initiative that led to both cost reduction and revenue increase.
Timeline
Customer Care Training Manager / Senior Supervisor
Etisalat Misr
01.2021 - Current
HR Analytics and MIS Manager
Etisalat Misr
01.2017 - 12.2020
Budget and Reporting Senior Supervisor
Etisalat Misr
01.2007 - 01.2017
MBA - Marketing
Arab Academy For Science, Technology And Maritime Transport
Professional Graduate Certificate - Computer Science
American University in Cairo
Bachelor of Commerce - Accounting Major
Tanta University