Traveling
Ismail Hassan
Training Team Lead
Cairo,Maadi
Summary
Training Team Lead, Highly motivated, professional with a proven track record meeting company goals utilizing consistent and organized practices.
Working under pressure and eligible to adapt wih new situations and challenges to best enhance the organizational mission.
Enthusiastic Team Leader eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of training, Motivated to learn, grow and excel.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Training Team Leader
Teleperformance Egypt
Cairo
08.2020 - Current
- Conducted orientation sessions and organized on-the-job training for new hires.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Managed new employee orientation training process for more than 381 employees in 2021 while planned ramp up will take place during 2022 estimating 400 employees.
- Maintained financial accuracy when handling attrition KPI achieving 11% in 2021.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Gathered data about course success and participant experiences to help with future course planning (T-Sat) with average scores of 95% during 2021.
- Sustaining training content relevance across multiple industries like Airline, Tobacco industry (B2B & B2C) and pharmaceutical solutions.
- Analyzed and assessed training program for effectiveness, identified underperforming areas, and planned corrective solutions by implementing Six Sigma approach.
- Updated training records and curriculum materials database routinely, ensuring accuracy and availability of all required documentation.
- Designed tailored courses related to different social/culture awareness to be semantic with the variety of the cultures we are dealing with (Nearshore/Offshore).
Trainer
Teleperformance
10.2017 - 08.2020
- Scheduled and taught in class and online courses to increase learning opportunities.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Tracked clients progress in GDS tools (Sabre & Amadeus) and adapted plans to maintain progress.
- Tracked attendance and progress against goals for each participant.
- Handled over 20 daily trainees, switching between classes flawlessly and maintaining positive attitude.
- Recorded and edited videos for use in later courses or by remote learners.
- Educated clients on at-home methods to reach and maintain goals, crafting plans for long-term success.
Customer Service Representative
Teleperformance
12.2016 - 10.2017
- Booked flights using booking engines and Sabre GDS, made hotel reservations, getting the best fares based on the customer needs/budget, and collected payments to optimize trip planning.
- Contacted preferred suppliers for air, hotel and ground transportation, upgrades and other amenities for clients.
- Researched airfare options and siteseeing options to best meet client expectations.
- Based on achieving KPIs MOM got recognized and promoted to Tier II personal which opened new responsibility like: Advanced Sabre access, advanced Amadeus access, escalation line weather with Vendors/Travel agency or customers.
Education
Bachelor of Tourism Studies - Tourism
Suez Canal University
Ismailia 01.2011 - 01.2015
Skills
Leadership and team building
On-Site Training Leadership
Team leader
Team Training
Product Team Leadership
Development team trainings
Team leadership and supervision
Team Leadership & Development
Course planning
Student rapport
Requirements analysis
MS Office
Training and Development
Certification
Lean Six Sigma Yellow Belt
Accomplishments
- launched prestigious project/account "Egyptair, Etihad Airways and Philip Moris Egypt".
- Egyptair: Started with 80 agents, ramped up to 160+ within 6 months.
- Created automated and interactive "Knowledge Base" to contain all the work processes and the updates agents needed to provide accurate information to the customers.
- Created a graduation phase for the New Hires by collaboration with QA team by deploying Simulation and Certification process.
- Etihad Airways: Started with 80 agents, ramped up to 300+ within 10 months.
- Started with Arabic LOB then based on achieving green KPIs for the first quarter after launching we have acquired other new LOBs (Guest Transport, Verify to fly, Holidays, EN/UR/FR and Chat).
- Created GDS content to educate non GDS experienced agents to orient them to the airlines industry specifics.
- Created an AP for the D-Sat KPI with success measure of 140% attainment from the target (5%).
- Created an AP for AHT KPI with success measure of 117% attainment from the target (630sec).
- Created an AP for attrition KPI with success measure of 93% attainment from the target (13%).
- PhilipMoris Egypt "IQOS": Applied best practice for graduation phase "Simulation and Certification".
- Created a chat bot as a reference for the agents to save their AHT and provide the same accurate information to the customers.
- Nahdi: applied best practice for the "Knowledge Base" concept to gather all the pharmaceutical information under one source.
- Supervised team of 11 staff members.
Additional Information
- Military Status: Completed
Interests
History
Hobbies
Acting
Swimming
Kite surfing
Traveling
Sports
Cooking
Timeline
Lean Six Sigma Yellow Belt
08-2021
Training Team Leader
Teleperformance Egypt
08.2020 - Current
Trainer
Teleperformance
10.2017 - 08.2020
Customer Service Representative
Teleperformance
12.2016 - 10.2017
Bachelor of Tourism Studies - Tourism
Suez Canal University
01.2011 - 01.2015