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 & Case studies Synchronous and Asynchronous e-learning coursesSectors: • Customer Service and Call Centers • Training and Coaching• Business Consulting • Recruitment and HR• Business Development and Sales • Marketing and PR• Constructions and Engineering • Real Estate• Hospitality and Tourism • Insurance• Retail and FMCG • B2B and NGOs

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 safety, compliance, and data privacy.• 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:• Spearheaded the development of Shrink School, establishing key pillars to empower StoreManagers with essential knowledge, skills, and behaviors. This initiative aimed to enhanceoperational efficiency while safeguarding company assets.• Pioneered the implementation of Safety School and Data Protection mandatory trainingacademies, ensuring that employees across the organization receive essential educationand compliance training in safety protocols and data privacy regulations.• Developed and implemented Train the Trainers programs for field teams, enabling themto leverage auditing visits to cascade training modules to enhance employee awareness.

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: • Migrated current and new training interventions to digitalized platforms and optimally utilized LMS for all retail and office employees across territories. • Designed and created internal training academy to train office employees on various behavioral and leadership skills, and to orient them on cross-functional roles and duties. • Initiated a transitional plan to train, coach, monitor, and support newly appointed store managers due to the widespread nationalization strategies in KSA (Saudization)

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.• Delivering and facilitating the DHL Express global programs, inductions, cross-functional,soft skills, leadership & behavioral trainings for the organization.• Conduct Training Evaluation for all completed internal /local training programs todetermine their effectiveness and ROI.• Coaching the staff and or management on the implementation of the learning anddevelopment interventions.Achievements: • Designed and developed e-learning program that includes 12 essential training courses for different hierarchal levels using one storyline to combine all subjects together. • Created a reporting tool for better, more efficient, and accurate extraction of massive training data that covers more than 10 years of training records in the country.

• 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: • Built and established the Learning and Development function by creating internal policies, procedures, structures, roadmaps, SLAs, and overall strategies. • Assisted and contributed to creating organizational structures, competencies framework, task analysis, KRIs, and KPIs for the entire organization. • Introduced and implemented on-Job training concepts and protocols amongst different operational, administrative, and supportive functions. • Founded cornerstones of an internal training academy.

• 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. • Organize company conferences, trade shows, and major events.• Handling social media, public relations efforts, and content marketing.

• 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. • Introduced new Hiring and Training Portfolio that educates new starters about their roles, benefits, responsibilities, and career advancement opportunities which helped in reducing staff turnover during the probation period. • Designed Language Assessment Tool for pre-hiring and post-training purposes which reduced trainees’ dismissal due to language barriers.

• 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.