Islam Naeem Abdel Latif

Berlitz Language Centers

• Business Unit DirectorFull Time

  Jan 2012 - Feb 2014 -2 yrs, 1 month

  Egypt , Cairo

  • Job Details:•Brand development, Develop brand strategy and statistics systems. •Strategic consulting, including business plan & sales strategy development. •Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring. • Lead region by managing daily operations and developing and executing growth strategies. • Work in conjunction with senior management to develop annual/quarterly sales and operational forecasts and related analysis. Work closely with the operational teams to identify client concerns and assist in the development of client retention strategies. • Mentor management team by directing their work efforts, monitoring recruitment efforts, resolving client issues, and addressing employee relations issues. • Prepare and monitor the region’s business development and operations budget. • Provide initial prospective client support and inquiry, answer questions, and provide information. • Establish positive long-term client relations. Educate and train clients, research problems and coordinate solutions between company divisions and the client commercial transactions. • Develop new client relationships by identifying opportunities in key service areas, establishing and building base of Company contacts within those organizations, and positioning the Company to obtain and close on those opportunities. • Build existing client base revenues by presenting new business opportunities beyond existing project scopes, up-selling, and seeking out new sources of revenue from existing clients. Perform strategic account reviews to identify specific areas for opportunities to clients. • Implement and execute with excellence all business development strategies, programs and services to further enhance the organization’s position in the marketplace. •Utilize corporate and regional marketing programs to develop and generate leads. •Maintain an accurate sales pipeline within the company’s CRM system.
• Language Instruction SupervisorFull Time

  Oct 2008 - Jan 2012 -3 yrs, 3 months

  Egypt , Cairo

  • Job Details:Role Purpose: To effectively supervise, coach and support Language Instructor while overseeing day to day activities with strong focus on service quality, service level agreement, as well as assisting clients/customers with their needs and requests. The main purpose is to facilitate and provide a high level of customer service to the satisfaction of our clients’ expectations and meeting department and corporate goals. • Essence of Role/Key Accountabilities: 1.Leadership and Direction: -Provide an open communication channel for all team members, ensuring an environment of approachability and timely resolution of issues -Build a high performance team culture to promote accountability and commitment to first contact resolution. -Ensure standards and procedures are defined and adhered to. -Ensure that team service objectives are achieved -Ensuring that all members of the team adhere to customer satisfaction standards. -Set clear expectations with team members -Apply Berlitz Language Centers performance management and disciplinary procedures where appropriate - Conducting technical coaching and guidance sessions for all instructors either one-on-one or in group sessions. -Be flexible and have the ability to manage changing environments. -Visible support and promotion of Manager’s initiatives, expectations and directives. -Create opportunities for individuals to share knowledge and experience -Develop clear communication processes within the team and with our customers. - Reviewing all the status and progress reports to determine the quality of attaining objectives and revise objectives and plans in accordance with current conditions. 2. Learning and Development: - Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with the Human Resources department. -Maintain up to date team and personal knowledge of Berlitz Language Centers products and services, department and company activities and use this information appropriately in customer and team interactions. -Facilitate regular team meetings, training and coaching sessions. -Coach, mentor and one-on-one training -Assess skills and training needs of all team members. -Build individual development and satisfaction through career path meetings. 3. Performance Management: - Assessing the performance of the instructors throughout technical and operational monitoring. -Setting the KPIs for the instructor and holding appraisal sessions accordingly. - Designing and communicating professional development plans for the instructors for them to reach high proficiency levels -Provide one on one coaching at regular intervals to promote improvements and career development. -Track performance – TQM and quality measures -Recognize and communicate to HR dept. any individual or team performance issues - Reviewing all the status and progress reports to determine the quality of attaining objectives and revise objectives and plans in accordance with current conditions. -Keeping accurate records and documents of the unit’s technical and operational performance. 4.Work as part of a team: -Creates and promotes an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service -Maintains professional work relationships with advisors and managers -Team work/Spirit 5.Operational Requirements: -Take part in the instructors’ recruitment and selection process. -Train all new hires to the new systems, skills and requirements. -Assist in the monthly payroll process. -Assist in ensuring all quality standards are met by ensuring three quality evaluations are completed for each instructor per round -Report on and monitor KPI’s and provides recommendations for improvements to meet these, if required -Provide data for reporting requirements -Develop and deliver areas of process improvement -Deliver and implement new processes and or systems/products -Be the point of escalation for issues -Participate and represent team in projects and initiatives -Develop professional internal/external relationships that enhance work flow and procedures. -Ensure communication to team is timely and relevant, delivering key information in order to foster performance.
• Language & Soft Skills TrainerFull Time

  Oct 2006 - Oct 2008 -2 yrs

  Egypt , Cairo

  • Job Details: Teaching the following courses: 1-English language to adults. 2-Office Management: it includes: -Technical Skills (travel arrangements, meetings arrangement, conference arrangement, daily routine fundamentals, phone manners & ethics, archiving techniques) -Soft Skills (building self-esteem, promoting communication skills, time management, customer service fundamentals, public speaking) -Business Writing (letters, e-mails, memos…) -English language skills (dictation, punctuation) 4-Business Writing & Correspondence 3-Proposal Writing 5-Global Communication