Basic Info

Ahmed Al Tigy

7 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Expedia Product Trainer at Teleperformance

Experience Details

Expedia Product Trainer

Education/Teaching, Customer Service/Support, Tourism/Travel

Experienced (Non-Manager)

Working as a product trainer for Expedia.ca reporting directly to the training manager
 Responsible for transferring product knowledge to chosen trainees to better prepare them to serve clients.
 Fully responsible for assessing participants` progress and submit regular performance reports to upper management.
 Deliver soft skill training program to project trainees, topics include: communication skills and customer service.
 When acting as a supervisor, I was responsible for leading an operation team into achieving company goals and productivity requirements as well as acting as the shift duty supervisor.
 Responsible for queue monitoring, offering product knowledge tips, handling escalation calls, holding team meetings and debriefs, training agents on product process updates and reporting directly to the call center manager.
 Responsible for generating attendance and adherence reports.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring

N/A

Apr 2010 to present (6 years 8 months)
Training Coordinator at Teleperformance

Experience Details

Training Coordinator

Customer Service/Support, Education/Teaching, Tourism/Travel

Manager

Map out training plans, design and develop training programs (outsourced or in-house)
Choose appropriate training methods per case (simulations, mentoring, on the job training, professional development classes etc)
Market available training opportunities to employees and provide necessary information
Conduct organisation wide needs assessment and identify skills or knowledge gaps that need to be addressed
Use accepted education principles and track new training methods and techniques
Design and prepare educational aids and materials
Assess instructional effectiveness and summarise evaluation reports determining the impact of training on employee skills and how it affects KPIs
Partner with internal stakeholders and liaise with matter experts regarding instructional design
Maintain updated curriculum database and training records
Provide train-the-trainer sessions for internal subject matter experts
Manage and maintain in-house training facilities and equipment


Company Details

Teleperformance (multinational)

Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

Dec 2015 to present (1 year)
HTC UK-Tech Support at RAYA Contact Center

Experience Details

HTC UK-Tech Support

Customer Service/Support

Entry Level

Raya Contact Center is a well known brand in the Mideast. I was a Tech Support agent for
our client HTC the Taiwanese manufacturer of Android and Windows smartphones. That job
required a high level of troubleshooting and communication skills.


Company Details

RAYA Contact Center

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

Jan 2008 to Jan 2009 (1 year)

Education

Bachelor's Degree in English and American Literature

Education Details

Bachelor's Degree

English and American Literature, Translation, Phonetics

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

Ain Shams University
2003 - 2010

Certifications

TICO
May 2010

Certificate details

TICO

May 2010

N/A

N/A

N/A

Travel Industry Council Of Ontario

It was a condition that whoever work with Expedia must be a certified Travel Consultant by the government of Ontario.

Training and Courses

Training/Course Details

Soft Skills and EI

Apr 2010

Teleperformance, Egypt

N/A

Training/Course Details

SABRE, AMADEUS & WORLDSPAN

May 2010

Expedia.inc

N/A

Training/Course Details

BEST Training & Development

May 2011

Teleperformance

How to apply Kirkpatrick training theory.

Training/Course Details

Facilitation Training

Jun 2011

Expedia.inc

Facilitation Vs Training

Training/Course Details

Inbound and Outbound Call Center Supervision

Jun 2012

Teleperformance

N/A

This profile is fresh!
Last update 13 days ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAirline TicketingArabicBEST Training & DevelopmentCommunicatorCustomer ServiceCustomer SupportCustomer-orientedDetails-orientedEnglishEnglish And American LiteratureExpedia Product TrainerFacilitation TrainingFlexibleGermanHTC UK-Tech SupportInbound And Outbound Call Center SupervisionMicrosoft OfficeOffshoringOutsourcingPhoneticsPlannerSABRE, AMADEUS & WORLDSPANSalesSoft Skills And EISupportTICOTeleperformanceTicketing SystemsTourismTrainingTraining CoordinatorTranslationTravel

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Ticketing Systems

Ticketing Systems

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Training

Training

: Expert

: Extreme - I love it!

:

3-5 years

Customer Support

Customer Support

: Expert

: Extreme - I love it!

:

5-7 years

Airline Ticketing

Airline Ticketing

: Expert

: Extreme - I love it!

:

3-5 years

Translation

Translation

: Intermediate

: Extreme - I love it!

:

1-3 years

Sales

Sales

: Intermediate

: Medium

:

1-3 years

Key Skills

Planner, Communicator, Customer-oriented, Flexible / Adaptive, Details-oriented

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