MOHAMED ASHRAF

Raya Contact Center

• Operational Training SupervisorFull Time

  Jul 2021 - Aug 2022 -1 yr, 1 month

  Egypt , Cairo

  • Job Details:• Monitor training activities to ensure all scheduled training is conducted. • Monitor and evaluate the training program’s effectiveness, success, and ROI periodically and report on them. • Monitor training rooms, systems,s, and calendars to ensure training is distributed effectively and to resolve schedule conflicts. • Coordinates with all internal functions within various departments to ensure the completion of training processes. • Oversee 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, and 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
• Senior Operational Trainer, Raya contact CentreFull Time

  Aug 2020 - Jul 2021 -11 months

  Egypt , Cairo

  • Job Details:• managing onsite training information and maintaining e-learning and online learning programs. • Successfully managed a team of 8 trainers executive in the back office, front line, and SMB line of business. • Worked directly with the Human resource department, clients, and senior managers to achieve 90% training effectiveness. • Developed a new process for employee evaluation which resulted in marked 30 - 40% performance improvement. • A focal point for the Dubai training department across the functions and client communications.
• Senior Operational Trainer, Raya contact CentreFull Time

  Aug 2018 - Aug 2020 -2 yrs

  United Arab Emirates , Dubai

  • Job Details:• Managing onsite training information and maintaining e-learning and online learning programs. • Successfully managed a team of 8 trainers executive in the back office, front line, and SMB line of business. • Responsible for launching the SHARE program by Majid al Futtaim. • Design and develop all the training materials and the process related to the SHARE program. • Worked directly with the Human resource department, clients, and senior managers to achieve 90% training effectiveness. • Developed a new process for employee evaluation which resulted in marked 30 - 40% performance improvement. • A focal point for the Dubai training department across the functions and client communications.
• Training Executive, Etisalat UAE, Raya contact CentreFull Time

  May 2014 - Aug 2018 -4 yrs, 3 months

  Egypt , Cairo

  • Job Details:• Designed, developed, and delivered effective soft skills, customer service & technical support programs. • Compiled training handbook and related course materials. • Conducted product knowledge refresher for existing employees and Initial classes for the newcomers on the Etisalat home & mobile services product knowledge. • Ensure following COPC approaches and standers in the training tasks and activities. • Designing training agenda and material for Etisalat Home services project
• Customer Service Advisor, Etisalat UAE , Raya contact CentreFull Time

  Sep 2013 - May 2014 -8 months

  Egypt , Cairo

  • Job Details:• Handling customer inquiries and complaints about the Etisalat UAE Mobile Services project. • Assisted 7000 customers in an average of 9 months by answering questions, responding to inquiries, and handling requests by phone. • Achieved 100% in the quality targets, AHT, and customer feedback management respectively in 9 months. • Owned and managed client relationships by answering inbound calls efficiently and effectively. • Ensured SLA (Service Level Agreements) are met and maintained.