Karim Youssef Email & Phone Number

Dubai, AE

Dubai, United Arab Emirates

MENA

• Analyze and identify corporate challenges, training needs, and performance gaps.
• Propose and present training, non-training solutions, and their ROI.
• Assess and evaluate reactions, learning, performance, and impact on business.
• Build, revamp, and restructure internal departments and functions, policies and procedures, succession plans, assessment centers, and training academies.
• Implement the latest adult learning methodologies to design, develop, and deliver: Instructor-led training  Simulators Game-based training (Gamification)  Coaching/mentoring On-the-job training  Roleplaying &.
• Customer Service and Call Centers

Dubai, United Arab Emirates

• Develop and implement training programs for the entire organization across MENA & CEEmarkets, spanning multiple divisions including Retail and Hospitality. Focus on raisingawareness in asset protection, health and.
• Design engaging training materials, including presentations, e-learning modules, andsimulations, leveraging AI and various interactive tools to ensure optimal ROI.
• Ensure compliance with regulatory requirements and company policies throughcomplete governance over mandatory training programs.
• Conduct regular assessments and evaluations to measure the effectiveness of trainingprograms in raising awareness and promoting behavior change among employees.
• Collaborate with subject matter experts to identify training needs and requirements.
• Track and govern training calendars, budget, completion and maintain records ofattendance, evaluations, and employee certifications.Achievements:

Dubai, United Arab Emirates

• Understanding the business strategy and its future capability needs to identify learning priorities across concept and territories.
• Formulate the annual and monthly training calendars for the concept and territories.
• Creation & delivery of functional, soft skills and leadership programs for various roles.
• Applying adult learning theories in learning interventions and driving a culture of continuous development.
• Driving business initiatives to determine impact of learning effectiveness through engagement and coaching activities.
• Promoting innovative approaches to training through use of digital tools.Achievements:

Dubai, United Arab Emirates

• Assisting with the administration of all the DHL Express global training programs.
• Managing training schedules and timetables, communicating these as appropriate.
• Participating in the discovery stage, designing/developing of training program plans tosupport country business plan.
• Conducting TNA to identify performance gaps and working with managers to developand implement appropriate training to or learning programs.
• Actively participate in the development and the implementation of training calendar.
• Utilizing budget tracking system to control and monitor departmental expenditures.

• Create and execute learning strategies and programs.
• Evaluate individual and organizational development needs.
• Plan and maintain annual training calendar and all related activities.
• Assess the success of development plans and learning opportunities.
• Prepare, manage, and track training budgets for departments and organizations.
• Hire and oversee training and L&D Specialists. Achievements:

• Develop growth strategies focused both on financial gain and customer satisfaction.
• Research and identify new business opportunities including new markets, growth areas, trends, customers, partnerships, products, and services.
• Provide trustworthy feedback and after-sales support.
• Foster and develop long-term relationships with new and existing customers.
• Detail, design, and implement marketing strategies, plans, and campaigns.
• Research and analyze market trends and competitors.

• Design, develop, and deliver:  Leadership & performance programs  Train the Trainer courses
• Observe, Evaluate, and coach trainers to meet the targeted quality of training.
• Evaluate training programs' effectiveness and performance progress.
• Collaborate with departmental leaders to ensure that employees get hands-on training.
• Hold exit interviews aiming to reduce turnover rates and attrition during probation.Achievements:
• Built training infrastructure for new complaints management unit through designing full training programs, measuring KPIs' effectiveness, forecasting demands, and pitfalls.

• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answer agent questions regarding best practices or difficult calls.
• Identify operational issues and suggesting possible improvements.
• Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action if necessary.Achievements:
• Created handover feedback tool which helped team leaders: better communicate with their teams, understand their needs and points of strength.

• Design, develop, and deliver dynamic and engaging classroom and e-learning courses to employees with varying levels of knowledge including onboarding inductions.
• Assess training needs through performance, surveys, interviews, and focus groups.
• Assess the success of developmental plans and help employees make the most of learning opportunities.
• Perform administrative tasks such as monitoring costs, scheduling classes, setting up systems and equipment, and coordinating enrollment.Achievements:
• Developed several Call Flow Charts for customer service advisors in which they would properly position and demonstrate their soft skills alongside their technical knowledge.
• Designed various product knowledge instructional videos as an e-learning aid which enabled better accessibility to learners, and reduced logistic deficiencies.

• Manage a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Provide an elevated customer experience to generate a loyal clientele.
• Seize appropriate opportunities for up-selling and cross-selling products and services.

• Train agents on how to use a Microsoft Access database which has been created by me and has been officially launched as the formal knowledge base.

• Manage a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Provide an elevated customer experience to generate a loyal clientele.

• Contact airlines, hotels, and ground transport companies to make suitable arrangements for tourists and train newcomers on internal procedures and practices.