Basic Info

Mahmoud Abdelazim

9 years

6th of October, Egypt

Bachelor's Degree

Manager

Work Experience

Sr Manager Training at Sutherland Global Services

Experience Details

Sr Manager Training

Education/Teaching, Training/Instructor

Manager

Responsible for site/center L&D operations for all programs and clients Ensures application of standard global tools, processes and procedures across the site/center. Responsible for managing the internal operating center/Sutherland KPIs for the site/center Responsible for the consistency/execution/results/coordination & delivery of New Hire Training, Nesting & BQM for the site/center Responsible for site/center throughput & New Hire Attrition – as deemed by the upstream processes – 0 – through end of Nesting + 30 days (varying degrees of accountability). Work with internal and client stakeholders to plan & enable delivery to client Headcount Demands across regions; including New Hire, Nesting, Update Mgmt. & BQM. Responsible for Hiring, Coaching, Development & Performance Management of the entire training staff across the site/center. Establish and execute strategic and tactical action plans and partnerships for the site/center Partner with senior management to determine needs and priorities within the business units and sites. Lead special projects or new business developments that require specialized training attention. Identify and recommend learning and development policies and practices that support business strategy and call center operations Responsible for budgetary compliance & maintaining of ratios & hcs. Regional Owner of the VTF program Responsible for consistency & compliance to all CLD mandated tools, templates, formats & reporting guidelines.


Company Details

Sutherland Global Services (multinational)

Egypt

More than 1000 employees

Consumer Services

N/A

Mar 2015 to present (1 year 9 months)
Training and Quality Manager at Convergys

Experience Details

Training and Quality Manager

Education/Teaching, Quality, Training/Instructor

Manager

Represent the Training & Quality function in critical account meetings (Client, Business Director, Quality, etc.) and drive the delivery of all Training & Quality action items in conjunction with the site Learning & Development Managers. •Represent the Training & Quality function on all client implementation teams and manage the coordination and delivery of all Training & Quality action items in conjunction with site Learning & Development Managers. •Ensure standardization of T&Q delivery practices across all sites for the accounts supported. •Provide status reports to client and Stream management as required. •Monitor content delivery to ensure consistent delivery of client curriculum across all sites. Meet regularly with the client to stay in touch with their current business drivers and initiatives. •Work with Stream’s curriculum development team to ensure the client’s requirements are met. •Facilitate a periodic review of the effectiveness of the new hire curriculum. •Present T&Q improvement recommendations to the internal and external stakeholders client. •Provide data to support the client’s quarterly business reviews (QBRs) as required. •Work with the site T&Q organizations to drive a “closed loop process” between the two groups. •Oversee the client’s and support reporting requirements and work with site and corporate T&Q management to ensure compliance. •Escalate client Training & Quality issues to Stream management (Business Management, Operations & Training & Quality) as required. •Work with VP, Learning and Development and Stream Business Director team to develop training revenue opportunities. •Complete additional client related tasks as required. •Maintain an NPI training calendar. •Provide project planning and management for all significant T&Q initiatives. •Facilitate team responses for all pre-sales requests (RFPs, Pricing, Queue Structures, etc.) •Provide project management support for major T&Q initiatives


Company Details

Convergys (multinational)

Cairo, Egypt

N/A

Business Services - Other, Outsourcing/Offshoring

www.convergys.com

Jun 2014 to Mar 2015 (9 months)
Training Team Manager at Convergys

Experience Details

Training Team Manager

Education/Teaching, Training/Instructor

Manager

Lead team members, foster their professional development and growth, and promote teamwork and cooperation. •Establish and maintain a professional training environment including training facilities, equipment, trainer appearance and training materials. •Ensure all training deliverables are delivered on time •Oversee all of the scheduling of training resources within the site •Participate in the development and implementation of key Training processes for the organization •Manage the development of site-based curricula including New Hire updates, New Product Introduction and Recursive modules. •Monitor instructor performance and provide coaching as required. •Adhere to all department policies and procedures and monitor for opportunities for improvement.
Manage the Associate Trainer program within the site. •Participate in various internal and external meetings/ calls including site leadership, client, and corporate based. •Partner with operations management to evaluate the effectiveness of new hire and ongoing training through weekly Training Quality Operations and Quality Forum team meetings. •Ensure Classroom Team Manager (CTM) is 100% compliant in regards to roles and responsibilities for Streamline and that new hire classes are meeting contract specific step goals. •Maintain knowledge on changes to client products, services, policies & procedures. •Work with Human Resources and CTM to resolve personnel issues in a professional and timely manner. Implement disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for support professional’s HR file. •Serve as key training contact for client(s) to ensure continuity and successful implementation of training initiatives


Company Details

Convergys (multinational)

Cairo, Egypt

More then 1000 employees

Business Services - Other

www.convergys.com

Feb 2013 to Jun 2014 (1 year 3 months)
Training Coordinator at Stream Global Services

Experience Details

Training Coordinator

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

Provide support to the New Hire training process including but not limited to, obtaining system log-ins, scheduling of visiting speakers, resolution of online time card issues, material preparation, graduation celebrations, etc. •Coordinate the setup of post new hire training sessions including, but not limited to, training materials, sign-in sheets, etc. •Develop and maintain reports to meet department and client requirements. •Work with part time trainers to ensure the delivery of administrative tasks. •Maintain the scheduling of all training assets (Trainers, Rooms, Equipment, etc.). •Manage the data inputs and integrity of the eMpowerNet Learning management system. •Maintain department training supplies. •Coordinate the maintenance of training equipment •Support department processes for Request to Spend (RTS), Request to Travel (RTT), and Employee Data Change (EDC).


Company Details

Stream Global Services (multinational)

Cairo, Egypt

More then 1000 employees

Business Services - Other

www.stream.com

Jun 2012 to Feb 2013 (8 months)
Trainer at Stream Global Services

Experience Details

Trainer

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

Prepare and present training materials through lecture, hands on demonstrations, and supporting activities for technical, customer service and sales accounts. •Recommend curriculum modifications or enhancements to training management. •Partner with operations management to evaluate the effectiveness of new hire and ongoing training. •Recommend curriculum or training process modifications to training management on the basis of internal customer feedback and/or quality results •Assess student performance. Coach, deliver feedback and monitor student progress toward performance standards during Streamline process. •Deliver performance information to Training & Service Delivery Managers OR managers of the employee at completion of new hire training. •Stay current on internal work processes, policies and procedures. •Participate and contribute to the continuous improvement of curriculum and department policies and procedures. •Determines learning objectives of instructional materials and organizes them into logical learning sequences based on needs analysis results. •Produces instructional materials for various instructional delivery methods including: computer-based training, interactive, classroom training and written job aides •Measures the effectiveness of training programs using various feedback methods - focus groups, interviews, surveys, and revises programs based on results of evaluations. •Assist Training Manager in skills assessment of training staff via classroom monitoring and feedback. •Provide project leadership in support of curriculum development and process improvement activities. •Participate in client Train The Trainer sessions. •Acquire and maintain certification in Stream’s Instructor Certification Program. •Meet Product Trainer KPIs •Ensure Stream Line step goals are achieved by new hire classes. •Maintain knowledge on changes to client products, services, polices & procedures.


Company Details

Stream Global Services (multinational)

Cairo, Egypt

More then 1000 employees

Business Services - Other

www.stream.com

Oct 2010 to Jun 2012 (1 year 8 months)
Customer Service Agent at Stream Global Services

Experience Details

Customer Service Agent

Customer Service/Support

Experienced (Non-Manager)

Provide best-in-class customer service and problem resolution to customer queries over the voice based phone service. •Support customers across Telecommunication, Financial Services, Healthcare, and Technology vertical. •Meet customer requirements through first contact resolution. •Work in a 24x7 work environment; rotational /night shifts and no fixed weekly offs. •Clarify customer requirements; probe for and confirm understanding of requirements or problem. •Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. •Listen attentively to customer needs and concerns; demonstrate empathy. •Confirm customer understanding of the solution and provide additional customer education as needed. •Prepare complete and accurate work and update customer file


Company Details

Stream Global Services (multinational)

Cairo, Egypt

More then 1000 employees

Business Services - Other

www.stream.com

Feb 2010 to Oct 2010 (8 months)
Tour Guide at Galaxia Tours

Experience Details

Tour Guide

Operations/Management

Experienced (Non-Manager)

Manage and Lead and execute tourists groups in their trips and visits in Egypt, managing budget, transportation and Visits


Company Details

Galaxia Tours

Cairo, Egypt

101-500 employees

Travel and Tourism

www.galaxiatours.com

Dec 2007 to Feb 2010 (2 years 2 months)

Achievements


lead associate quality coach program in Convergys Cairo site
Adapt correlation percentage for Convergys Cairo site to the business requirement


execute double number of training hours in 2013 of last 3 years



lead associate Trainer program in Convergys Cairo site


Best trainer in EMEA region in 2011


Best agent in line of business two months in a row


Realize more than 600 tours in Egyptian touristic sight seeing


located in 1st place rank in my faculty for two years

Education

BA in Tour Guidance

Education Details

BA

Tour Guidance

Al-Alsun Higher Institute of Tourism and Hotel Management, Egypt

C / Good / 65 - 75%

N/A

N/A

Al-Alsun Higher Institute of Tourism and Hotel Management
2003 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

ELmasreya

Egypt

2003

C / Good / 65 - 75%

N/A

ELmasreya
2003

Certifications

Certificate details

Six Sigma Yellow Belt

Jun 2014

100% out of 100%

N/A

N/A

Lean Six Sigma Standardization Association, California, USA

DMAIC practices and Application on Business

D.E.L.E
Aug 2009

Certificate details

D.E.L.E

Aug 2009

89% out of 100%

N/A

N/A

Spanish Education Ministry

Diploma de Español como Lingua Extranjera

Certificate details

Project Management

Jun 2016

93% out of 100%

N/A

N/A

American University in Cairo

N/A

Training and Courses

Training/Course Details

Lean Six Sigma Yellow Belt

Jun 2014

Lean Six Sigma Standardization Association, California, USA

Quality Control best method in market currently by applying DMAIC analysis methods

Training/Course Details

Train The Trainer

Oct 2011

Expedia.INC, Washington,USA

Train the trainer course including : all training delivery methods Adult learning theory Training needs analysis Training Reporting

Training/Course Details

Coach the Coach

Jun 2012

Convergys.INC

How to train the quality coaches how to use skill transfer process and deliver efficient feedback

This profile is not updated!
Last update more than 4 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAndroidArabicBusiness Services - OtherBusiness-orientedCall CenterCoach The CoachCommunicatorConsumer ServicesConvergysCustomer ServiceCustomer Service AgentCustomer SupportD.E.L.EEnglishFamilyFlexibleFootballInnovativeInternetItalianLanguagesLean Six Sigma Yellow BeltManagementMicrosoft ExcelMicrosoft PowerPointMicrosoft WindowsMicrosoft WordOffshoringOutsourcingPresenterProject ManagementQuality AssuranceQuality ControlSales EnvironmentSix Sigma Yellow BeltSpanishSportsSr Manager TrainingStream Global ServicesSupportSutherland Global ServicesTour GuidanceTour GuideTourismTrain The TrainerTrainerTrainingTraining And Quality ManagerTraining CoordinatorTraining Team ManagerTravel And Tourism

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Spanish

Spanish

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Advanced

: Fluent

Italian

Italian

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Windows

Microsoft Windows

: Advanced

: Extreme - I love it!

:

More than 7 years

Android

Android

: Advanced

: Extreme - I love it!

:

3-5 years

Internet

Internet

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Tourism

Tourism

: Expert

: Extreme - I love it!

:

1-3 years

Call Center

Call Center

: Expert

: Extreme - I love it!

:

5-7 years

Training

Training

: Expert

: Extreme - I love it!

:

5-7 years

Sales Environment

Sales Environment

: Advanced

: Extreme - I love it!

:

5-7 years

Customer Support

Customer Support

: Advanced

: Extreme - I love it!

:

More than 7 years

Key Skills

Business-oriented, Communicator, Presenter, Flexible / Adaptive, Innovative

Online Presence

https://eg.linkedin.com/in/mahmoud-ibrahim-a391a64ahttps://www.facebook.com/mahmoud.masry.7

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