Summary
Overview
Work History
Education
Skills
Websites
Military Status
Personal Information
Certificates Courses
Accomplishments
Software
Certification
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Mahmoud Saeed Abdelkhalek

Mahmoud Saeed Abdelkhalek

Senior Training Supervisor & Consultant | Corporate & Freelance Trainer | ID | ELearning | PMP | TTT | MCP | Analyst | Power BI
Giza

Summary

Serag is an experienced freelancer and corporate trainer specializing in developing human performance across various industries and cultures. He has a proven track record of providing technical, non-technical, and soft skills training that benefits both professional and personal life. As a freelance trainer, Serag is a people-oriented individual who effectively leads teams and cultivates growth to achieve optimal performance levels. With thousands of hours dedicated to training and customer engagement projects since 2009, he has gained extensive experience in designing training programs, delivering presentations, conducting assessments, and identifying training needs. Serag's focus is on developing job-related skills to enhance individuals' performance in their careers and personal lives. He is a seasoned professional known for providing comprehensive training and development programs that drive team success and improve overall performance. With strong leadership and communication skills, Serag is highly collaborative, dependable, and adaptable to evolving team requirements.

Overview

16
16
years of professional experience
4
4
years of post-secondary education
15
15
Certifications
3
3
Languages

Work History

Senior Training Supervisor - Head of Training, Business Analyst

Classera
Cairo, Egypt, Cairo Governorate
12.2022 - Current
  • Preparing the unit's strategic plan proposal and contributing to its development and preparing and following up the implementation of operational plans to ensure their balance with the administration's objectives.
  • Preparing a central training plan for clients, current employees, and new employees.
  • Develop programs that promote continuous learning, develop, train, and motivate work teams to ensure the highest quality of services.
  • Analyzing Team Performance in Utilizing and Implementing the Products modules through accurate KPIs
  • Designing, developing, and managing internal SharePoint sites to streamline team collaboration, document management, and knowledge sharing.
  • Creating and maintaining Power BI dashboards to provide data-driven insights for team performance, training effectiveness, and project tracking.
  • Automating data collection and reporting through Power BI and SharePoint integration to enhance decision-making processes.
  • Optimizing SharePoint structures to ensure efficient content organization, permissions management, and accessibility for different stakeholders.
  • Leveraging Power BI analytics to track key KPIs, monitor project progress, and drive continuous improvement in training and quality initiatives.
  • Periodic follow-up of performance indicators and preparation of reports that shows achievement percentages in the department and submitting them to the director of the department.
  • Participate in preparing the department's budget in coordination with the competent units in the authority.
  • Reviewing, approving and following up the implementation of individual training plans for clients.
  • Implementation of training and training plans.
  • Preparing and approving the training contents for the various training programs.
  • Assessing employees' individual and organizational development needs.
  • Onsite and online training for customers and employees
  • Designing and delivering e-learning courses, workshops and various training courses.
  • Evaluate the success of development plans and help employees make the most of learning opportunities.
  • Helping managers develop their team members through the career path.
  • Studying systems and services and submitting development proposals for them.
  • Follow up on system and service updates and testing and provide feedback on it.
  • Preparing training courses, manuals, videos and explanatory documents.
  • Managing the accreditation program for schools, system administrators, teachers and other roles in the future.
  • Managing the agent training program in different countries.
  • Manage various training platforms.
  • Recruit and supervise the training of specialists in the Training and Quality Unit.
  • Provide the necessary support to the director of the department and carry out any other tasks assigned to me.
  • Ensuring onboarding training and accreditation process runs smoothly for all new team members
  • Optimizing SharePoint and WordPress structures to ensure efficient content organization, accessibility, and user engagement.
  • Developing interactive and user-friendly knowledge hubs using WordPress, enabling easy access to training materials, documentation, and learning resources.
  • 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.
  • Managed new employee orientation training process for more than thirty employees each year.

Data Analyst / Trainer / Consultant / Power BI Developer

Freelance
04.2020 - Current
  • Successfully delivered high-level dashboards for international entities across diverse domains, enabling effective tracking and presentation of key business metrics to support, enhance, and automate the decision-making process
  • Utilized advanced data analysis and visualization techniques to create intuitive and visually compelling dashboards, capturing critical insights and empowering stakeholders to make informed choices
  • Collaborated with stakeholders to define metrics aligned with organizational objectives, ensuring relevance and usability
  • Designed scalable and adaptable solutions to accommodate evolving data landscapes, driving operational efficiency and identifying growth opportunities
  • Processing confidential data and information according to guidelines
  • Develop reports and analyses through advanced ETL and visualization techniques
  • Managing and designing the reporting environment, including data sources, security, and metadata
  • Supporting the data warehouse in identifying and revising reporting requirements
  • Assessing tests and implementing new or upgraded software and assisting with strategic decisions on new systems
  • Generating reports from single or multiple systems
  • Troubleshooting the reporting database environment and reports
  • Evaluating changes and updates to source production systems
  • Training end-users on new reports and dashboards
  • Study, analyze, and understand business requirements in the context of business intelligence
  • Design and map data models to shift raw data into meaningful insights
  • Utilize Power BI to build interactive and visually appealing dashboards and reports
  • Spot key performance indicators and strategic objectives
  • Analyze previous and present data for better decision making
  • Transform business requirements into technical publications
  • Build multi-dimensional data models
  • Develop strong data documentation about algorithms, parameters, models
  • Perform detailed analysis on tested and deployed Power BI scripts

Soft Skills Freelance Trainer

06.2013 - Current
  • Analyze, Develop, Design, and Implement workshops to achieve both individual and corporate results through conducting different experiential and interactive training programs such as:
  • Train The Trainers
  • Instructional Design and Virtual Facilitation
  • Customer Service
  • Communication Skills
  • Emotional Intelligence
  • Business Writing
  • Business Writing for Chat & social media
  • Customer Service
  • Self-Disclosure
  • Teamwork and Team Building
  • Leadership
  • Prioritizing Your Time
  • Problem Solving and Decision Making

Office Freelance Instructor

Microsoft, Global Knowledge, CLS, INFOGET
Cairo, Egypt
01.2009 - Current
  • Train, supervise, consult, and guide users in the different Microsoft Office Package Applications through different projects and different needs
  • Participated in the Microsoft educator program with the ministry of education
  • Microsoft Development Programs: Participating in Microsoft Educational Programs in Egypt such as Microsoft Innovative Educator (MIE) Teacher Academy, developing the training systems and teaching methods, empowering every student and educator to achieve more with the best of Microsoft tips and resources for education.

RCX Training Supervisor | Training Head

RAYA Corporate
Cairo, Egypt
07.2022 - 12.2022
  • Leading the training team in three different sites handling global projects
  • Monitor training activities to ensure all scheduled trainings are conducted.
  • Monitor and evaluate training program’s effectiveness, success, and ROI periodically and report on them.
  • Monitor training rooms, systems, and calendars to ensure training is distributed effectively and resolves schedule conflicts.
  • Coordinates with all internal functions within various departments to ensure the completion of training processes.
  • Oversee on all training plans to ensure trainees are being properly trained and certified.
  • Ensure all issues relating to the training process are addressed and conduct root cause analysis of met issues and provide recommendations if needed.
  • Attend kick off meetings, regular conference calls and actively manage all tasks related to new projects.
  • Provide feedback and required reports on necessary activities connected with assigned projects.
  • Develop material to support training programs and ensure material stays up to date.
  • Compile reports of training statistics with recommendations for successful training activities.
  • Writes and organizes procedural manuals and supporting documentation for training programs and systems in accordance with COPC and ISO regulations.
  • Handling the training function for different offshore projects from different industries such as - but not limited to- General Motors ME, OnStar, AIRFRANCE, CGI, VFS, Plexus, HTC, PHD, Shahid MBC, CBE, Ostool, Dyafat, LC Waikiki, and others.

Senior Corporate Trainer (Deputy Section Head)

RAYA Corporate | General Motors Automotive
12.2019 - 07.2022
  • Responsible for all training and development activities related to GMME customer Engagement Center employees.
  • Responsible for all the training activities related to the site and training team performance.
  • Plan and oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda.
  • Deliver training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions) with the agreed benchmarks and due dates and ensure follow up on them during shadowing/nesting period.
  • Conduct soft skills, business writing training, and digital marketing training for the digital support team including moderators and chat advisors.
  • Create a fully engaging learning experience and produce training material in the form of digital media (e.g. presentations, training videos, tests, case studies, etc.)
  • Conducting skills gap analyses as per the request of internal stakeholders (QA, OPS, WFM, etc) to identify the area of improvement. and providing coaching plans to employees.
  • Organizing and conducting ongoing/advanced training sessions for existing employees as part of their development/coaching plan.
  • Work on the continuous improvement for the training materials, documents, and handouts.
  • Abides to COPC approaches and requirements.
  • Provides pre-operational feedback to HR and OP on new staff and their fitness for performing duties required.
  • Evaluate agent’s responsiveness to training and responsible for their training.
  • Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on time – Calibration – Verifications and Quality of training)
  • Do all verification practices required and related to knowledge verification (Login – Calibration – Test)
  • Using different LMS systems to create users, assign roles, enroll users to their courses, manage the question bank using categories and diverse types of questions, adding activities and resources, extracting results, and reporting it to the management to track courses fulfillment and quizzes results.
  • Ensuring that the attendees’ reports for both SS and PK are updated on time as per the due dates delivered by the training supervisors.
  • Responsible for the headcount salary confirmation for newly hired and internally transferred trainees.
  • Analyze, design, develop and implement all related performance improvement initiatives regarding General Motors Middle East Operation.
  • Conduct induction and along the job training programs that help employees do their jobs appropriately.
  • Measure and calculate the training efficiency.
  • Select, train, and lead a team of trainers and co-trainers to support achieving the required training and development results.
  • Conduct TTT and other training modules for the newly joined trainers and guide them through their probation period to make sure they can do the job properly.
  • Creating engaging learning activities and influential course content.
  • Assist with the development of strategic action plans.
  • Prepare weekly, monthly, and quarterly business reviews presentations for our clients to discuss performance gaps and opportunities.
  • Compile reports of training statistics with recommendations for successful training activities.
  • Spearheaded the adoption of e-learning platforms, enhancing accessibility and convenience for remote staff members.
  • Implemented effective evaluation methods to measure the success of training programs and identify areas for improvement.

Instacart Customer Support Specialist

Teleperformance
04.2020 - 09.2020
  • Answering customers' inquiries providing the right information
  • Answering or making outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or services
  • Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued
  • Engaging in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed
  • Communicates with other departments to answer customers’ inquiries, solve their problems, and fulfill their needs
  • Building lasting relationships with clients and other team members based on trust and reliability
  • Utilizing software, databases, scripts, and tools appropriately
  • Understanding and striving to meet or exceed metrics while providing excellent consistent customer service
  • Making sales or recommendations for services that may better suit customers’ needs
  • Taking part in training and other learning opportunities to expand knowledge of the company and position
  • Adhering to all company policies and procedures.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.

Medical Billing Specialist

Medstreaming
01.2018 - 01.2020
  • Worked as a billing specialist in an offshore company to manage billing processes for an insurance and medical facility
  • Managing medical billing for patients, updating patient information, generating invoices and processing payments
  • Other duties include the following:
  • Submit reimbursement requests to state, private and employer insurance
  • Work with self-paying patients to develop payment arrangements
  • Ensure proper records handling and fast payment responses by entering data accurately and in a timely manner
  • Follow up on insurance claims, including denials, payments, and requests for more information
  • Post payments immediately when received and document payment records and issues as they occur
  • Initiate private pay collections after insurance cancellation, denial, or other issues
  • Research and resolve client billing issues.

Training & Development Senior Specialist

WE Data
11.2014 - 11.2019
  • Plan, design and develop Training Programs, Materials, and Conduct Training.
  • Undertake a range of HR activities, such as recruitment roles through the hiring process, making phone interviews (screening), and running job interviews in selection phase.
  • Leading a team of trainers, SMEs, and Mentors to ensure high performance levels and efficient implementation of their job responsibilities are well achieved.
  • Responsible for setting team objectives, provide feedback, coaching, action plans, and appraise them in semi-annual / annual bases.
  • Conduct the technical training programs and soft skills training to the technical support and customer service new hires & existing employees.
  • Performing a training needs analysis to identify or ensure business objectives are met and optimal performance equation is achieved successfully.
  • Design & develop the training programs, training presentations, training materials & hand-outs, and training assessments maintaining TE Data standard.
  • Cooperate with the training supervisor to conduct Training Needs Analysis for the CS Department employees, gather the data, and identify performance gaps.
  • Conduct post training evaluation survey, gather data, and generate training evaluation reports.
  • Plan, conduct, and oversee technical training programs for all WE provided services such as ADSL, VDSL, FTTH, Fixed Line, GSM, VAS (Value Added Services like Option Pack, Family), Domain, Hosting and Mail support.
  • Manage the LMS (Moodle) by creating users, assign roles, enroll them to their courses, manage the question bank using categories and diverse types of questions, adding activities and resources, extracting results, and reporting it to the management to track courses fulfillment and quizzes results.
  • Generate training reports and report it to the higher management.
  • Conduct various levels (Basic – Intermediate – Advanced Level) of MS Office software products’ training in WE Data Training Projects.
  • TE Data Knowledge Transfer Project / Initiative.
  • Conducting MS Office package to the undergraduates in TE Data Training Academy.
  • Develop & conduct different soft skills training programs for specialists and seniors.
  • Develop and conduct different technical training programs [ADSL-VDSL-FTTH-VAS-IPTV-Mobile/GSM/Landline].
  • Identified areas in need of critical improvement and implemented strategies to achieve targets.

Second Level Support Specialist

WE
05.2014 - 11.2014
  • Making outbound calls for all customer complaints [Tickets] sent form 1st level support team before escalating cases to the responsible team and make another follow-up call after the responsible team update case
  • Reporting and validating any violation occurred from for any technical departments
  • Reporting to the responsible team for any failures occurred in TE Data network service & servers which directly effect on DSL users
  • Suspecting global problems from tickets & escalate them to responsible team with full details
  • Overseeing all technical Problems as a first level support including Domain, Mails, Hosting
  • Family, Option Pack, FTTH and IPTV support] with maximum level of professionalism and integrity.

Advanced Technical Support Specialist

TE Data
12.2013 - 05.2014
  • Answering customers' inquiries to provide the right information
  • Handling, troubleshooting, and overseeing all technical problems related to the advanced features provided by TE Data as a first level support like Domain, Mails, Hosting, Family
  • Option Pack, VDSL, FTTH and IPTV support] with maximum level of professionalism and integrity
  • Building lasting relationships with clients and other team members based on trust and reliability
  • Utilizing software, databases, scripts, and tools appropriately
  • Adhering to all company policies and procedures.

Service Activation Specialist

WE Data
06.2013 - 12.2013
  • Answering customers' inquiries to provide the right information
  • Handling, troubleshooting, and overseeing all technical problems related to the new service subscribers with maximum level of professionalism and integrity
  • Building lasting relationships with clients and other team members based on trust and reliability
  • Utilizing software, databases, scripts, and tools appropriately
  • Adhering to all company policies and procedures.

Technical Support Specialist

WE Data
Cairo, Egypt, Cairo Governorate
05.2012 - 06.2013
  • Answering customers' inquiries to provide the right information
  • Handling, troubleshooting, and overseeing all technical problems related to ADSL & VDSL service with maximum level of professionalism and integrity
  • Building lasting relationships with clients and other team members based on trust and reliability
  • Utilizing software, databases, scripts, and tools appropriately
  • Adhering to all company policies and procedures.

Microsoft Office Trainer & Consultant

Occidental of Oman, Oxy NextGen
11.2011 - 03.2012
  • Participating in migrating company’s PCs from Windows XP to Windows 7 & from Office 2003 to Office 2007
  • Conduct training for the company’s multi-cultured employees on the mentioned applications and other software and technologies.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.

Co-Founder

AIM for Training & Technology
Cairo, Egypt
04.2011 - 11.2011
  • Grew the customer base through targeted outreach and networking events.
  • Streamlined operational processes for improved efficiency and cost reduction.
  • Established foundational processes for business operations.
  • Developed marketing materials and campaigns to boost brand awareness and customer engagement.
  • Plan, Design and implement training Programs, Materials, Handouts.
  • Follow up and supervise the different training courses.
  • Responds to customers’ requests through different media and communication channels (phone calls and social media like Facebook).
  • Identify, analyze, and resolve customers’ issues and inquires.
  • Make deals and contracts with recruitment agencies to recruit trainees and candidates.
  • Taking Part of marketing roles (developing marketing strategy, making ads and brochures).

Training Specialist & Computer Instructor

Dale Carnegie Training, Berlitz, Westwood
Cairo, Egypt, Cairo Governorate
10.2009 - 04.2011
  • Teaching more than four thousand hours the ICDL, Office modules (Microsoft word 2003, Microsoft Excel 2003, Microsoft PowerPoint 2003, Microsoft Access 2003), and Windows XP, Microsoft Outlook 2003, and Microsoft Project 2003.
  • Supervise and guide vast number of trainees’ graduation projects.
  • Teaching students the necessary skills to present their projects (Presentation Skills).
  • Teaching ACT application as a CRM (Customer Relationship Management) application for the Student in the Customer Service tracks at the GRP (Graduation Recourse Program).
  • Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
  • Designed interactive e-learning modules for remote employees, expanding access to training resources and fostering a culture of continuous learning.
  • Assessed additional needs based on training progress and collaborated with management to meet requirements.
  • Established a mentorship program to facilitate knowledge sharing between experienced employees and new hires, enhancing overall team performance.

Education

B.Sc. of Commerce - Accounting Department

Cairo University - Faculty of Commerce
Egypt Cairo
01.2004 - 01.2008

Skills

Microsoft Office Suite

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Military Status

Exempted

Personal Information

  • Date of Birth: 03/27/88
  • Nationality: Egyptian
  • Marital Status: Married

Certificates Courses

  • Certified Instructional Designing and Virtual Facilitation, 04/01/21
  • Project Management Diploma from RITI, 08/01/18
  • Train the Trainer Professional Diploma from RITI, 10/01/17
  • Project Management (PM) Essential Training, 08/01/16
  • CCNA (Cisco Certificate Network Associate)
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified Solution Associate (MCSA)
  • Microsoft Certified IT Professional (MCITP): Server Administrator on Windows Server 2008
  • Microsoft Certified Technology Specialist (MCTS): Windows Server 2008 Active Directory, Configuration
  • Microsoft Certified Technology Specialist (MCTS): Windows Server 2008 Network Infrastructure, Configuration
  • Microsoft Office Specialist PowerPoint 2013
  • Microsoft Office Specialist Excel 2013
  • Microsoft Office Specialist Word 2013
  • ICDL "International Computer Driving License"
  • MTT (Modern Teaching Technique), 12/01/09

Accomplishments

The Innovative Teacher Competition | Intel SFI:Global Award on a project I was leading that aims to revolutionize education by equipping educators with the skills and tools necessary to integrate technology and innovation into their classrooms, fostering a culture of creativity and future-readiness among students.


Built an Internal Training Academy for Classera:Built an Internal Training Academy for Classera called CFA (Classera Family Academy)


Classera Dashboard:Developed a comprehensive Power BI dashboard to provide critical insights and metrics for key stakeholders, including investors and the board. The dashboard encompassed various essential metrics and data visualizations.


HR Analytics Dashboard Project - FinTech Industry:Collaborated with the HR team in the FinTech industry to develop a managerial dashboard for comprehensive HR analytics. The dashboard provided critical insights into various HR metrics to support effective management and strategic decision-making.


Launch different Customer Support Accounts at RCX:Successfully launching new accounts from different industries, accounts such as Plexus, Money Mart, Dyafat and others.

Software

Power BI

Excel

PowerPoint

Microsoft Office Suite

Articulate Storyline

Tableau

SQL

Python

Learning Management Systems

Canva, PowerPoint

OBS, CapCut, Video Editing Tools

Certification

LinkedIn logo Build Your Own Professional Training: Quick Start Guide

Interests

Public speaking and storytelling

Data Analytics & Business Intelligence

Power BI & Excel Dashboards

Reading about technology and business trends

Learning new productivity and automation tools

AI & Automation in Learning

Timeline

LinkedIn logo Build Your Own Professional Training: Quick Start Guide

04-2023

Gamification of Learning

03-2023

Senior Training Supervisor - Head of Training, Business Analyst

Classera
12.2022 - Current

RCX Training Supervisor | Training Head

RAYA Corporate
07.2022 - 12.2022

Sales: Closing Strategies

08-2020

Data Analyst / Trainer / Consultant / Power BI Developer

Freelance
04.2020 - Current

Instacart Customer Support Specialist

Teleperformance
04.2020 - 09.2020

Senior Corporate Trainer (Deputy Section Head)

RAYA Corporate | General Motors Automotive
12.2019 - 07.2022

Project Management

08-2018

Medical Billing Specialist

Medstreaming
01.2018 - 01.2020

Train The Trainers

10-2017

Microsoft Office Specialist PowerPoint 2013

11-2016

Project Management (PM) Essential Training

08-2016

Microsoft Office Specialist Word 2013

05-2016

Issued Oct 2017 Microsoft Office Specialist Excel 2013 Microsoft Office Specialist Excel 2013

05-2016

Training & Development Senior Specialist

WE Data
11.2014 - 11.2019

Second Level Support Specialist

WE
05.2014 - 11.2014

Advanced Technical Support Specialist

TE Data
12.2013 - 05.2014

Soft Skills Freelance Trainer

06.2013 - Current

Service Activation Specialist

WE Data
06.2013 - 12.2013

Technical Support Specialist

WE Data
05.2012 - 06.2013

MCSA: Windows Server 2008

04-2012

MCPS: Microsoft Certified Professional

04-2012

MCP: Microsoft Certified Professional

04-2012

Microsoft Office Trainer & Consultant

Occidental of Oman, Oxy NextGen
11.2011 - 03.2012

Microsoft logo MCITP: Server Administrator on Windows Server 2008

09-2011

Co-Founder

AIM for Training & Technology
04.2011 - 11.2011

MCTS: Windows Server 2008 Network Infrastructure, Configuration

01-2011

Cisco Certified Network Associate (CCNA)

01-2011

Training Specialist & Computer Instructor

Dale Carnegie Training, Berlitz, Westwood
10.2009 - 04.2011

Office Freelance Instructor

Microsoft, Global Knowledge, CLS, INFOGET
01.2009 - Current

B.Sc. of Commerce - Accounting Department

Cairo University - Faculty of Commerce
01.2004 - 01.2008

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Mahmoud Saeed AbdelkhalekSenior Training Supervisor & Consultant | Corporate & Freelance Trainer | ID | ELearning | PMP | TTT | MCP | Analyst | Power BI