Islam Mustafa AlDinary

Training DirectorFull Time

• Job Details: Managing training operations for governmental and private lines of business (e.g.: stc divisions of retentions, loyalty program and telesales, Jawwy Telecom, Ministry of Education, Royal Commission of Riyadh City, Walaa Insurance, Fitness Time … etc.), delivering training to a headcount of 1000 staff.  Achieved training standards of Customer Operations Performance Centre (COPC), being a part of CCC COCP qualification Implementation Committee, responsible for training compliance.  Managing 3 teams of Training supervisors, L&D facilitators, and training assistants.  Aligning with Business Units and HR for the selection, training, and onboarding of new hires, to fulfill staffing requirements and needs.  Executing training plans to ensure high quality of plans and programs rollout.  Defining and measuring impact of training investments on business outcomes (Sales, retention, and accuracy improvement… etc.), by evaluating the impact on agents’ performance.  Achieved success of training efficacy, represented in achieving improvement of KRA’s or decrease of loss after interventions (e.g.: achieved an increase of 20% in Call Center Quality results in 2021, and 15-25% sales / retentions increase in 2020, improved to 74% in 2021).  Responsible for Instructional design activities (e.g.: producing an average of 4 courses / month in different formats; PPT, video or plain text for knowledge banks).  Introduced Supervisory & Leadership Training Program (Tamkeen = Empowerment) in CCC in 2020.  Managing Development Centers for new trainers (Train-the-trainer, facilitation skills, PowerPoint…).  Providing periodical dashboards and reports to stakeholders on efficacy of training.

Learning and Development Team ManagerFull Time

• Job Details:- Handling Landmark Group 25 different brands in KSA Western Region (Centrepoint: Splash / Baby Shoe / Lifestyle / Shoe Mart, Home Centre, Home Box, Shoexpress, SportsOne, Koton .. etc.). - Designing / Applying Training Plan and Calendar of Western Region (Jeddah, Makkah, Taif, Madina, Rabigh and Yanbu). - Field Trainer assigned to Madinah & Yanbu Territory (58 Retail Stores with approx. 655 Staff). - Managing Classroom Training, Development & Assessment Centres for Supervisory & Managerial Levels; Grooming 50 Supervisors (90% Success rate) in 2016-2017. - Delivering / Certification of Train-the-Trainer and Presentation Skills for new Store Coaches, In-store Trainers (Developed 44 Store Coaches in 2016-2017). - Achieved 100% Attendance in Induction Program. - Delivering System training (Oracle, databases, CRM, Store Inventory Management, Microsoft Excel..). - Instructional Design (Professional Skills Program, Learn Arabic Program, Material Translation & Localization, Moodle E-Learning). - Responsible for Netaqat Law achievement within Madinah & Yanbu Territory (Saudization, Feminization, Retention & Saudis Succession). - Training Coordination

Call Center Senior SupervisorFull Time

• Job Details:High-Value Escalation Team: Launched Escalation team; set its processes and structure (2012). Decreasing escalated \ hard calls by 40% in the first 3 months, via; performance management, First Call Resolution (FCR) and customer retention. Handling average of 100 escalated calls and monitoring 150 calls monthly. Auditing trouble tickets (TT) created by call center agents. Reporting \ analyzing call center calls \ tickets statistics. Recommending enhancements of complaint management process in call center, and of Training Needs Analysis (TNA).