Amir Rady Email & Phone Number

Saudi Arabia

Saudi Arabia

Al-Riyadh Governorate, Saudi Arabia

Egypt

Egypt

• Managing the training team across 12 different LOBs
• Mapping out training plans and conducting training need analysis.
• Designing and developing training programs.
• Creating and conducting Pre-& Post Training Knowledge and Skill assessment.
• Choose appropriate training methods (simulations, mentoring, on the job training, etc.)
• Marketing available training opportunities to employees and providing necessary information.

• Training of participants from Junior to Mid-Level, and ensure the entrance of qualified employees to the production floor.
• Create and conduct Pre & Post Training Knowledge and Skill assessment.
• Prepare training reports by the end of the training program and measure the training effectiveness.
• Organize, Plan and Implement monthly cyclic activities including monthly tests and call monitoring.
• Conduct continuous refreshment training sessions for current employees to enhance their performance.
• Provide regular feedback on the existing systems and processes and recommendations.

• Handle customer service representative calls that need to be escalated.
• Work with appropriate internal departments and contacts to resolve issues.
• Support customer service representatives on calls with system, policy, program and procedure knowledge.
• Offer alternative solutions where appropriate with the objective of retaining customer's business.
• Manage and monitors and ensures that resources are aligned appropriately across function and/or department.

• Handle customer questions, complaints, and billing inquiries with the highest degree of professionalism.
• Resolve customer issues with one call resolution.
• Continually maintain working knowledge of all company products, services and promotions.
• Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans.