Abdalla Adel Setohy Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Dubai, United Arab Emirates

• Initiate and receiving training requests from clients and other departments. Liaise with managers to determine training needs and schedule training sessions.• Gather and organize supplementary material to support structured lessons.° Conducting training need analysis (TNA) to idintify the gap between the desired KPIs and actual performance to build and conduct suitable action plans. • Mentor and train new hires to certify them, resulting in stronger staff development and increase… Show more • Initiate and receiving training requests from clients and other departments. Liaise with managers to determine training needs and schedule training sessions.• Gather and organize supplementary material to support structured lessons.° Conducting training need analysis (TNA) to idintify the gap between the desired KPIs and actual performance to build and conduct suitable action plans. • Mentor and train new hires to certify them, resulting in stronger staff development and increase productivity.• Maintain continues education for the employees to maintain excellent service delivery.• Conduct in-class and online training.• Track attendance and progress against goals for each participant.• Recognize and tap talented staff to fill key positions and maximize productivity.• Record and edit videos for use in later courses or by remote learners.• Apply on job training (OJT) and certify trainees for live work.• Maintaining knowledge, skill and attitude along with security awareness aspects specially with new comers.• Act as a training lead to act as point of contact with clients and other departments with the training team.• Prepare dashboards and required reports in timely bases.• Conducting and attending required audits and meetings with clients.• Manage Knowledge and updates from clients and business owners.• Create and update the process knowledge base.• Support in proactive approaches with other departments and problem resolving.• Train to use and handle different channels: Social Media, chat, inbound calls, outbound calls and face to face services.• Understand product knowledge of governmental healthcare facilities in Dubai: Primary health centers, hospitals, specialty centers, medical fitness centers and health regulation sector.• Creating e-learning modules by Adobe Captivate for Self-learning modules and blended learning.° Understanding and applying Government of Dubai Contact Centre Standards (GDCCS).° Understanding and applying BEST T&D. Show less

Dubai

Working with both departments: Operation and Training.> For Operation.- Monitoring quality for both calls and chats: Remotely, side by side and coaching.- Reporting for upper managements the KPIs and POAs: Attendance, adherence, quality, AHT, Performance, productivity, knowledge skill, CSAT and CRM.- Co-operating with team mates to handle service level and occupancy challenges.- Attending meetings with clients: MOMs, Gathering information.- Negotiating and getting new… Show more Working with both departments: Operation and Training.> For Operation.- Monitoring quality for both calls and chats: Remotely, side by side and coaching.- Reporting for upper managements the KPIs and POAs: Attendance, adherence, quality, AHT, Performance, productivity, knowledge skill, CSAT and CRM.- Co-operating with team mates to handle service level and occupancy challenges.- Attending meetings with clients: MOMs, Gathering information.- Negotiating and getting new services, discussing policies and business developing.- Handling updates and circulation.> For Training:Preparing full training programs: TRF, OCL, EWS, TSO, TNA, TEF, pre & post quizzes, mock calls, OJT and certification. Conducting training sessions.Supporting agents.Reporting to Upper Managements. Show less

Dubai

• Answer customer telephone calls promptly to avoid on-hold wait times.• Book appointments to customers along with explaining details of different services.• Consult with outside parties to resolve discrepancies and create effective solutions.• Offer advice and assistance to customers, paying attention to special needs or wants.• Handle healthcare facilities related inquiries such as primary health centers, hospitals, specialty centers, medical fitness and health… Show more • Answer customer telephone calls promptly to avoid on-hold wait times.• Book appointments to customers along with explaining details of different services.• Consult with outside parties to resolve discrepancies and create effective solutions.• Offer advice and assistance to customers, paying attention to special needs or wants.• Handle healthcare facilities related inquiries such as primary health centers, hospitals, specialty centers, medical fitness and health regulation.• Register and handling complaints from customers.• Handle different channels: Inbound, outbound, chat and social media.• Keep excellent performance: Quality Score, quality quizzes, average handling time, customer satisfaction scores, attendance and adherence.• Understand product knowledge of governmental healthcare facilities in Dubai: Primary health centers, hospitals, specialty centers, medical fitness centers and health regulation sector. Show less

Cairo, Egypt

- Active learning methodology in learning and facilitating.- Preparing lessons and activities- understanding the human nature for the students.- Teaching.- British Curriculum - Primary Six + Preparatory One and Two.

Maadi, Cairo Governorate, Egypt

• Leverage proven sales methods to increase revenue and surpass sales objectives by 103%.• Maintain routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.• Keep excellent performance: Meeting daily and group targets, quality score, customer satisfaction scores, attendance and adherence.• Handle inbound, outbound and chat channels to sale products.• Follow up customer satisfaction after selling the products.• Aware of… Show more • Leverage proven sales methods to increase revenue and surpass sales objectives by 103%.• Maintain routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.• Keep excellent performance: Meeting daily and group targets, quality score, customer satisfaction scores, attendance and adherence.• Handle inbound, outbound and chat channels to sale products.• Follow up customer satisfaction after selling the products.• Aware of healthcare product knowledge specially for medical medicine and durable medical equipments.• Selling to senior Americans 65+ years old which requires understanding their culture.• Understanding American insurance policies to be able to sell products.• Understanding different programs like Genesis for calls and Global Pipeline for selling products and registering customers details. Show less

Bachelor Of Arts - Ba, English Language And Literature, A - Gpa: 4.1 Out Of 5

Activities and Societies: Two short stories books are issued (Qsaqis - 2014) and (Hesteria - 2015), Two Magazines are published in 2015.

Diploma, Human Resources Development

Diploma, Public Relations And Customer Service