Ahmed Helmy
Dubai
Summary
Enthusiastic Operation / Learning and Development Leader with extensive experience in employee development, process improvement, and leadership management. Equipped with a strong grasp of planning terminology and excellent communication skills. Possesses a keen analytical mindset, adept problem-solving abilities, and effective decision-making skills. Track record of success in enhancing employee performance and driving organizational growth. Committed to fostering a culture of continuous learning and professional development.
Overview
12
12
years of professional experience
6
6
Certifications
Work History
Operations Team Leader
Experts Plus - Federal Tax Authority (FTA)
2023.12 - Current
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Implemented quality assurance measures that led to improved product consistency.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Trained, coached and managed 50+ persons , other team Leaders and Quality members .
Learning and Development Team Lead
Magic Choice - Federal Tax Authority (FTA)
2022.01 - 2023.12
- Leading and delivering Trainings .
- Managing information .
- Creating internal processes to achieve (TPU) department Targets according to Client Vision and Mission
- Innovate and Implement business enhancements to achieve better Taxpayer experience .
Learning and Development Team Lead
Data Direct - Dubai Health Authority (DHA)
2020.01 - 2022.01
- Leading Training Team to achieve department Goals
- Running and following up on daily duties for the department like: Initial Batches, Refreshments on Updates, Training programs for Repeated Failure, Quality refreshment Programs to Achieve Quality Targets, CSAT, FCR, Etc.…
- Soft Skills / Communication Skills
- GDCCS Essentials Program Fulfillment
- Constructing new Process and knowledge to cover desired client direction
- (Knowledge-Base, Processes, ETC…)
- Monitoring, Coaching and Training new Trainers to be Effective Coaches and Trainers
- Suggesting and implementing Action plans to Solve Root Cause problems
- Designing and Updating new and existing Process models
- Reporting and documentation Client Communication
Quality Assurance and process Specialist
Etisalat UAE
2019.01 - 2020.12
- Performing End to End Audits on all kind of operations and activities that do or may affect customer experience
- Recommend Action plans
- Prescribe Refreshments and Trainings needed
- Purposing process Enhancements to acquire better customer Experience and Satisfaction
- Cooperating with and monitoring other departments within the company to assure customers Satisfaction is granted
Senior Learning & Development Specialist
Raya Contact Center
2018.01 - 2019.01
- Interviewing and selecting new L&D specialists
- Leading a team of trainers by managing (Plan & schedules & Agenda Fulfilling)
- Coaching (trainers/Quality/Operation Agents and leaders) and feed backing peers
- Creating development Training programs for Trainers based on TNA & Performance
- Reporting
- Client Communications
Learning & Development Specialist
Raya Contact Center
2015.01 - 2018.01
- Training Agents, Quality and Team leaders on product knowledge information
- Running on Floor Activities Like refreshments, Briefings and Action plans
- Calibrating, Monitoring and coaching
- Training leaders and quality members on new updates and materials
- Creating all training sessions needed to Achieve strategic and tactical Objectives of the company using ADDIE model
- (Analyzing, Designing, Developing, Implementing, Evaluating)
- Designing Creating TNA, Assessments, Verifications, Evaluation Forms and Full Programs
Customer Service Executive
Raya Contact Center
2013.11 - 2014.10
- Solving technical issues, customer inquiries, booking requests, reviewing bills, solving complaints
Sales Executive
Aal Imran Housing
2013.01 - 2013.05
- Selling Port Cabins, Managing Existing Customer requirements
Education
Bachelors' degree - Business/commerce - English Section
Zagazige University
2006.01 - 1 2010
High School - undefined
10th of Ramadan Experimental Language School
2004.01 - 1 2006
Skills
Team Leading
Analyzing
Creative Problem solving
Public Relations
Microsoft Office
Reporting
Staff Training
Quality Assurance
Process Development
Staff Development
Certification
Cert Prep: Project Management Professional (PMP)
Sessionsdelivered
- Communication Skills
- Leadership Vs Management
- Emotional Intelligence
- Team Working
- Time Management
- Planning
- Customer Centricity
- Customer Effort
- Business Writing
- Technical Knowledge (Etisalat Material)
Timeline
Operations Team Leader
Experts Plus - Federal Tax Authority (FTA)
2023.12 - Current
Learning and Development Team Lead
Magic Choice - Federal Tax Authority (FTA)
2022.01 - 2023.12
Learning and Development Team Lead
Data Direct - Dubai Health Authority (DHA)
2020.01 - 2022.01
Quality Assurance and process Specialist
Etisalat UAE
2019.01 - 2020.12
Senior Learning & Development Specialist
Raya Contact Center
2018.01 - 2019.01
Learning & Development Specialist
Raya Contact Center
2015.01 - 2018.01
Customer Service Executive
Raya Contact Center
2013.11 - 2014.10
Sales Executive
Aal Imran Housing
2013.01 - 2013.05
Bachelors' degree - Business/commerce - English Section
Zagazige University
2006.01 - 1 2010
High School - undefined
10th of Ramadan Experimental Language School
2004.01 - 1 2006