Customer Service Management

Hatem El Ghamry

****-**** ****** **. ***********, ON cell: 905-***-**** *************@*****.***

Customer Service Training specialist

Professional Profile

Develop quality programs on large and small scale; sensitive to customer needsAbility to build and motivate individuals and teams to achieve sustainable business results. Diversified corporate experience and practical understanding of different functions.Exceptional interpersonal skills and effective business partnerships with diverse client base. Demonstrated strong ability to execute in a fast paced environment.High capability in leadership and human development as well as establishing KPIsSolid experience in developing diverse audience of learners adults, youth and students Superior attention to details and passion for quality

Employment History

Management and Training Consultant (Project / Contract Basis) 2005 - Present

Self Employed

Successfully managed multifaceted Learning projects utilizing project management skills Championed needs assessment, curriculum design, knowledge transfer, facilitating to diverse population, evaluation, developing improvement plans and measuring training effectiveness.Orchestrated soft skills and leadership trainings for corporate including: Coca Cola, Nestle, Barclay’s Bank, Vodafone, DHL, Fedex, and othersKnowledge of human behavior and performance; different individual learning ability, personality and motivators. Experience leading change processes to ensure focus and efficiencyDeveloped programs based on the ADDIE model and able to use Kirkpatrick modelDirectly communicate with key stakeholders to set goals and formulate strategyDistinguishably delivered 4000+ hours of training on a variety of topics especially on DISC model, Leadership development, Work/Life Balance, Team Building and Customer ExcellenceAbility to motivate, develop, guide and support; individuals and teams to achieve results.

Solutions-oriented with strong management skillsAdvanced analytical skills, excellent written and verbal communication skills

Assistant Lecturer (Part Time) 2009 – Present

University of Toronto

Teach some university subjects to undergraduate and graduate studentsPrepare and deliver lectures to students and conduct laboratory sessions or discussion groupsPrepare, administer and grade examinations, laboratory assignments and reportsAdvise students on course and academic matters and project decisionsDirect research programs of graduate students and advise on research mattersConduct research in field of specialization and publish findings in scholarly journals or books

Other Teaching Experience Includes: Heriot Watt University, AUC and AASTMT.

Hatem El Ghamry Page 2

Education

B.Sc. Hotel Management (HUC)

Professional Development

Seminars & Conferences attended

Annual Conference of Canadian Society for Training and Development (CSTD)Professional Sales Skills. (AUC)Interaction in the 21st century. (IAA- World Advertising Congress).International Business Information Management Conference. (IBIMA).

Certification

Certified Training and Development Professional Candidate

(Canadian Society for Training and Development)

Celemi Simulations

(Celemi is a Swedish Co, their proprietary methodology, is adaptable to every culture. their learning programs and business simulations have been translated into more than 25 languages and used over 70 countries).

- Tango – HR Management Simulation

- Decision Base - Business Decision Making Simulation

- Livon Lite – Marketing Simulation

- Enterprise – Business Enterprise Simulation

Certified Professional Trainer

Needs Analysis, Curriculum Development, Program Delivery and Program Evaluation

(EBI & US-AID)

Certified Trainer on DISC Model

(TTI - UK)

Certified Coach

– Future Success Coach

– Time Line Therapy Practitioner

(JS International – Spain)

Certified Practitioner - NLP

Canadian Center for Human Development

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