Ali Mohamed
Dubai ,UAE
Summary
Customer Experience learning and development specialist with over 5 years of experience in employee training and more than 8 years of experience in the customer service industry.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Learning & Development Specialist
Abu Dhabi Telemedicine Center
Abu Dhabi, UAE
01.2023 - Current
- Assigned training activities and performed skill assessments to newly hired employees.
- Designed and developed training materials aiming to support employee comprehension.
- Analyzed training requirements of individual, team and organizational level.
- Created training programs built to achieve organizational objectives.
- Facilitated leadership workshops, meetings and demonstrations online and offline.
- Developed soft skills by providing training in time-management, problem-solving, and effective communication.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Owned all administration duties of the organization learning management system (LMS Administration)
Freelance Sales Trainer
Freelance
Dubai, UAE
08.2022 - 12.2023
- Delivered instruction across various topics, integrating audio-visual presentations and training materials.
- Prepared training materials and supplemental aids to support employee comprehension.
Learning And Development Specialist
Rain Management W.L.L
, UAE
09.2021 - 08.2022
- Designed training and development programs to capture measurable improvements.
- Assigned online trainings and skill assessments to newly hired employees.
- Developed effective training manuals, modules and teaching aids.
- Tracked the impact of training programs on pre-established KPIS.
Technical Support Trainer
Teleperformance/Apple Care
Dubai, UAE
10.2020 - 09.2021
- Led training sessions, workshops, and seminars to educate technical support teams on product knowledge, troubleshooting techniques, and customer service skills.
- Teamed up with product development and technical teams on new features into training programs.
- Delivered training on customer service and communication skills to enhance the overall customer experience.
- Delivered over 2000 training hours in the EMEA region and the GCC region in both languages, Arabic and English.
Training and Mentoring Coordinator/ LMS specialist
Teleperformance, Apple Care
Dubai, UAE
10.2018 - 10.2020
- Monitored success and progress of employees and provided additional assistance in areas requiring improvement.
- Created training needs assessments to identify skills and knowledge gaps.
- Implemented innovative training methods through simulations, role plays and gamification to maximize overall employee engagement.
- Identified training needs by evaluating job positions and consulting with business managers.
- Developed individual learning plans for continued training.
- Updated and modified training modules to stay ahead of industry developments and maintain relevancy.
Education
Bachelor of Law - General Law Studies
Cairo University
Egypt 09.2010 - 07.2014
Skills
- Online training material creation
- Classroom management
- Learning management systems (LMS) administration
- Training, auditing standards
- Coaching and mentoring
- Training programs design
- Training and assessment strategy implementation
- Training material development
- Public speaking
- Employee training
- Workshops coordination
- Virtual training delivery
- Training needs analysis
- Leadership training
Languages
Arabic
Native
English
Fluent
Accomplishments
- Implemented an audit process to improve leadership coaching skills at Abu Dhabi Telemedicine Canter.
- Created the initial customer service training curriculum for Rain customer support team with modules related to soft skills and financial products knowledge.
- Delivered over 5000 hours of trainings in different industries with an overall TSAT of 90% + in over 5 countries across EMEA and GCC.
- Certified as an Apple Sales Trainer.
- Certified as a Contact Center Trainer.
- Certified as a Contact Center Team Leader.
Timeline
Learning & Development Specialist
Abu Dhabi Telemedicine Center
01.2023 - Current
Freelance Sales Trainer
Freelance
08.2022 - 12.2023
Learning And Development Specialist
Rain Management W.L.L
09.2021 - 08.2022
Technical Support Trainer
Teleperformance/Apple Care
10.2020 - 09.2021
Training and Mentoring Coordinator/ LMS specialist
Teleperformance, Apple Care
10.2018 - 10.2020
Bachelor of Law - General Law Studies
Cairo University
09.2010 - 07.2014
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