Training Specialist

Mohamed Mohamed Gehad Essmat

* ***** ***** ** ****** Giza, Egypt 010*-***-**** *******.*.******@*****.***

+ Work Experience

Teleperformance Egypt Cairo, Egypt

(Industry: Consumer Services. Company Size: More than 1000 employee)

(Sep 2017 to Present)

Training Coordinator

oNew-hire& Existing Agents Training

Ensures Trainer is following Agenda.

Provides trainer with on the job support with any issues that arise during training such as; IT or equipment issues, difficult trainee behavior, retention cases.

Reviews training reports before sharing with OPS or Client

Ensure proper validation of client material and updates used for new-hire classes

oKnowledge Follow up

Ensures proper communication of any knowledge related inquiries or concerns with OPS, QA & Client

Ensure training material are up to date and trainers are aware with all new updates

Validates updates with trainers before cascading.

oAssessment

Ensure proper creation & Proctoring of agent level assessment tests

Conducts placement test assessments for re-joiners and ensures proper refreshment Validates updates with trainers before cascading.

Ensure accuracy of assessment results & communicating it with concerned departments

Calculate monthly bonus for trainers and conduct one on one coaching sessions.

oLaunching new projects

Took Initiative to Launch 3 different project in Teleperformance.

Outbound Campaign: Marketing campaign for a new platform of WU website specialized to fulfil premium customers’ needs

Portuguese line of business: New LOB in WU supporting new regions.

Fetcher Account: A 3rd party application works as intermediary between online buyers and sellers.

(July 2014 to Sep 2017)

Certified Trainer, Western Union Account.

Delivering Product Knowledge training for some specific accounts.

Liaising with managers to determine training needs and schedule training sessions.

Designing effective training programs.

(Dec 2013 to July 2014)

Customer Service Representative, Western Union Account

Maintained excellent customer relations.

Developed customer rapport.

Processed cash and credit payments rapidly and accurately.

Processed money wiring transactions to both domestic and international destinations.

Offers value added services and banking products based on customer needs analysis and ensures customer understanding of those products

+ Education

(Sep. 2009 – July 2013)

Bachelor of Business Management, Faculty of Commerce – English Section – Akhbar Elyoum Academy.

GPA 2.6

+ Training

(June 19 to July 19, 2012)

AAIB, Arab African International Bank Summer Internship

Helped in the data entry and opening accounts for customers.

Helped marketing new retail products of the bank and achieving the department sales target of retail products.

Worked on documents filling and backing up.

Worked at the loans department on personal loans. - Introduced ideas about developing the customers flow system inside the bank

+ Additional Skills

Digital competence

Expert in Microsoft Office Suit.

Languages

Arabic (Mother tongue).

English (Fluent).

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