•Conducting needs analysis studies and confers with managers and supervisors to determine training needs.•Comply data and analyze past and current year training requirements to prepare budgets and justify funds requested.•Formulate training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services.•Select appropriate instructional procedures or methods such as individual training, group instruction, self study, lectures, demonstrations, simulation exercises, role plays, and computer-based training.•Organize and develop training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.•Train assigned instructors and supervisory personnel in effective techniques for training, such as new employees' orientation, on-the-job training, sales techniques, health and safety practices, management development, and adaptations to changes in policies, procedures, and technologies.•Research and select outside consultants and trainers to conduct training in specific topics.•Maintain records and prepare statistical reports to evaluate performance of instructors and monitor the progress of trainees.

Successfully delivered many Soft Skills Trainings for a wide variety of local and Multinational companies Such as):• FedEx Egypt: o Customer Service.o Positive Attitude• Kwik Kopy Egypt: o Customer Service.o Positive Attitudeo Leadership Skills.• Computer Trouble Shouters: o Positive Attitude with Customers.• Raya Contact Center: o Customer Service.o Positive Attitude.o C.S Technique for Leaders.o Leadership Skills.o Six Sigmao TTTo COPC Call Centers Approacheso The Art of Public Speaking ( Raya Line Managers)• Al Waseet KSA (WASEELA): o Call Center Techniques.o Customer Service.o Leadership Skills.o Problem Solving Approaches.• Ministry of Communication and Information Technology (MCIT): o Stress Management.o Communication Skillso Life management.o Time Management Skills.• Vodafone Egypt:o Leadership Skills.o Communication Skills.Community and Charity contributions:• ASTD (American Society for training and Development) Conference and Exposition 2011, Orlando, Fl, USA. • Resala Organization. (Every Friday since 2009 till present).o Advanced Communication Skills.o Advanced Leadership Skillso Motivation and Loyaltyo The Art of Public Speaking• Ministry of Administrative Development.o Advanced Communication Skillso Achieving Customer Delight Approaches.• MSA University: o Human Development/Students activities• Helwan Universityo Communication Skills• Cairo Universityo Advanced Customer Service• MIU Universityo Communication Skills

•Managing all the Strategic accounts in RCC such as (Vodafone, Emaar, HTC, Spinvox, Toyota, Skoda, and Daimler Chrysler… Etc).•Maintain Business Relations with All focal points in the projects accounts, in addition to up selling The Contact Center Services to them and there referrals. •Responsible for Projects budgeting and countable in front of top management for projects finical results through life time and after kick off. •Maintaining staffing schedule during hours of operation •Hiring and coaching as well as taking corrective actions in all matters related to the Customer Service Representatives, in coordination Quality Assurance and Training Manager, and Technical Support Head.•Appraising the senior representatives annually.•Present regular updating reports to my direct superior "General Manager Operations"

•Managing and Supervising Customer Service & Call Center Activities.•Managing and supervising the activities of the following Departments: Quality Assurance and Production (During a certain period of time).•Supervise all franchises activities and assures the service’s quality provided by there teams.•Manage Finances and maintains financial records•Supervise activities of all employees using KPI’s (Key Performance Indicators).•Reporting directly to the Managing Director

•Managing finances and maintains financial records.•Perform bookkeeping and accounting functions.•Assist customers with inquiries or purchases needed.•Perform supervisory functions including preparing performance evaluations, approving time cards, assigning work distribution, etc.•Perform other miscellaneous duties as assigned.

Successfully conducted a market study for the call center outsourcing project which provided assistance to the company FedEx to know the efficiency of this project; also submitted the entire original document included all the needed information about both the international and national markets in this field

•Help and assist in the start up of this project•Assure the service provided and analyze the customer’s feedback.•Handling all issues concerning the Net courier’s customers. •Handling all customer complains.

•Assured the quality of the received calls, and the professional level with which the calls were handled. That was including professional greeting, average handled call, average hold, and closing procedures.•Assure that all customer service team is working to reach the customer delight.