Basic Info

Name: Ahmed Atwa

Professional Experience: 6 years

Location: Cairo, Egypt

Highest Education: Bachelor's Degree

Career Level: Experienced

Work Experience

Learning & Development Senior Executive at Raya Contact Center

Experience Details

Job Title: Learning & Development Senior Executive

Job Role: Human Resources

Career Level: Experienced (Non-Manager)

Job Details:  Identify training and development needs through job analysis, appraisal schemes and regular consultation with business managers.
 Design and expand training and development programs based on the needs of the organization and the individual.
 Consider the costs of planned programs and keep within budgets as assessing the return on investment of any training.
 Manage the delivery of training and development programs.
 Evaluate and analyze training and development programs.
 Monitor and review the progress of trainees through questionnaires and discussions with managers.
 Amend and revise programs as necessary, in order to adapt to changes occurring in the work environment.
 Co-ordinate a learning needs analysis process and develop a Learning Strategy.
 Appoint, quality assure and manage contracts with external trainers and training providers.
 Manage and be accountable for the L&D budget.

Company Details

Name: Raya Contact Center (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Telecommunications, Outsourcing/Offshoring

Website: www.rayacc.com

Jan 2016 to Jun 2017 (1 year 5 months)

Organization Development Specialist at Raya Contact Center

Experience Details

Job Title: Organization Development Specialist

Job Role: Human Resources

Career Level: Experienced (Non-Manager)

Job Details: • Administer Performance Management System (Annual Performance Appraisal, monitor performance, audit on KPIs and coaching forms, etc.)
• Review job descriptions for all positions at regular intervals and updating them in consultation with departments’ managers.
• Review the organizational structure of each department on quarterly basis and implement the new updates
• Responsible for accurate reporting of aggregated staff feedback and attrition analysis to the management on monthly basis, developing necessary actions and follow up on plan implementation.
• Administer staff feedback programs (Employee satisfaction survey, HR Communication Meetings, Skip Level Meetings) as per the COPC approaches.
• Administer staff engagement programs (Seasonal and Sports Events, Birthdays, CEO Breakfast Meeting and Wow Days)
• Administer recognition programs (Team Number 1, Star of the Quarter, “Thank you” program and Raya Achieves Club)
• Administer the on-boarding program to new employees to early engage them on.
• Conduct regular internal audits on operations and facility management to maintain a healthy and productive environment for employees.
• Conduct the exit interviews for leavers and work individually on their retention plans.

Company Details

Name: Raya Contact Center (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Telecommunications

Website: www.rayacorp.com

Mar 2014 to Dec 2015 (1 year 9 months)

Corporate Social Responsibility Committee Member (volunteer) at Raya Holding

Experience Details

Job Title: Corporate Social Responsibility Committee Member (volunteer)

Job Role: Administration

Career Level: Experienced (Non-Manager)

Job Details:  Identify and bring to the attention key social responsibility issues that may affect
the business operations, brand image or reputation of the Company.
 Communicate and promote the CSR culture within the organization.
 Organize all CSR activities within Raya under the name of the CSR committee.
 Drive new CSR project ideas and implement them.
 Decide on the budget decisions.
 Conduct a year end assessment for the success of the committee

Company Details

Name: Raya Holding (multinational)

Location: October 6th city, Egypt

Size: More than 1000 employees

Industries: Non-Profit Organizations

Website: www.rayacorp.com

Dec 2014 to Dec 2015 (1 year)

Operations Analyst at Raya Contact Center

Experience Details

Job Title: Operations Analyst

Job Role: Operations/Management

Career Level: Experienced (Non-Manager)

Job Details:  Act as the focal point between the project operation team in Egypt and the client
of Nissan in KSA.
 Work on the daily tasks in regards of the inquiries and complaints of customers.
 Administer daily, weekly, monthly and quarterly operation data analysis of the
operation status.
 Present the analysis to the operation manager as well as the customer care
manager of Nissan KSA.

Company Details

Name: Raya Contact Center (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Telecommunications, Outsourcing/Offshoring

Website: www.rayacc.com

Jul 2013 to Feb 2014 (7 months)

Project Coordinator & Advisor at REACT (student activity)

Experience Details

Job Title: Project Coordinator & Advisor

Job Role: Education/Teaching, Training/Instructor

Career Level: Student

Job Details:  Mentor and track the work flow in the project and the achievements according to
the plan.
 Responsible for a team of 6 participants, and work with them on a social
development project.
 Prepare human development sessions for the participants.
 Track the participants’ development incorporation with the project manager.

Company Details

Name: REACT (student activity)

Location: Cairo, Egypt

Website: http://www.facebook.com/REACTers

Feb 2012 to Jul 2013 (1 year 5 months)

International Account Advisor at Raya Contact Center

Experience Details

Job Title: International Account Advisor

Job Role: Customer Service/Support

Career Level: Entry Level

Job Details:  Act as a frontline for off-shore customers by handling all types of inquiries, resolve
products or services problems.
 Clarify the customers' complaints, determine the cause, offer alternatives and
advise with the best resolution.
 Alert the team leader on issues or concerns that require escalation.

Company Details

Name: Raya Contact Center (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Telecommunications, Outsourcing/Offshoring

Website: www.rayacc.com

Oct 2012 to Jun 2013 (8 months)

HR Specialist (volunteer) at Gneh Fl Youm

Experience Details

Job Title: HR Specialist (volunteer)

Job Role: Human Resources

Career Level: Student

Job Details: Perform all the HR functions within the organization (recruitment, communication
and administration, etc.)

Company Details

Name: Gneh Fl Youm

Location: Cairo, Egypt

Size: 11-50 employees

Industries: Non-Profit Organizations

Website: http://www.facebook.com/gnehflyoum

Nov 2011 to Mar 2013 (1 year 4 months)

Italian Sales Executive (intern) at Merit Papyrus Institute

Experience Details

Job Title: Italian Sales Executive (intern)

Job Role: Sales/Retail

Career Level: Student

Job Details:  Give a presentation to the Italian customers of the papyrus’s manufacturing and
features, demonstrating its use, showing various models and colors of it.
 Address the Italian clients’ questions and concerns.
 Handle the selling process till its end.