Summary
Overview
Work History
Education
Skills
Languages
Certification
Additional Information
Timeline
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Alyaa Sammy

Alyaa Sammy

Dubai

Summary

Experienced training and quality Specialist with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Negotiation, Customer Satisfaction, Contact Centers, Management, and Performance Management. Strong quality assurance professional with a Bachelor of Arts (B.A.) focused in Tourism and Travel Services Management from Ain Shams University.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Product Trainer

Teleperformance
05.2021 - Current
  • Facilitate new hire training.
  • Administer and grade new hire performance and prepare action reports accordingly.
  • Deliver appropriate coaching and training to address performance or top-grade skills.
  • Determine training needs based on business objectives and individual development requirements, design, delivery, and evaluation of training and learning alternatives.
  • Successfully deliver qualified employees to production floor
  • Conduct continuous refreshment training sessions for current employees to enhance their performance and customer service attitude.
  • All materials are version controlled, dated and designed in line with correct templates and company document control procedures.
  • Attend meetings with internal and external contacts to confirm requirements and actions.
  • Complete all relevant reporting on outcome of training to include daily attendance, test scores and post training assessment
  • Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions Page 1 of 3of any of these corporate policies and procedures are communicated to proper Teleperformance Management immediately.

Freelance Trainer

Sharjah Road & Transport Authority
01.2022 - Current
  • Leadership training for supervisors and above 10+ managers.
  • Soft skills training for contact center agents 20+ agents.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Developed effective training plans based on department needs and objectives.

Quality Assurance Specialist

07.2018 - 07.2019
  • Design of call monitoring
  • Provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Monitors email customer contacts
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.

Customer Service Representative

11.2014 - 07.2018

Customer Service Representative

Stream Global Services
09.2013 - 11.2014

Education

Bachelor of Arts (B.A - Tourism and Travel ServicesManagement

Ain Shams University
Egypt
2017

Skills

  • Presentations
  • Learning Theory
  • Instructional Design
  • Training needs analysis
  • Group and individual instruction
  • Materials Preparation
  • Remote Learning
  • Curriculum Creation
  • Training material development
  • Project implementation
  • Employee training
  • Training program development
  • Online training experience

Languages

Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

Certification

Certified Medical Interpreter (CMI)

Additional Information

  • Honors-Awards Professional medical interpreter VRI and OPI HIPPA

Timeline

Freelance Trainer

Sharjah Road & Transport Authority
01.2022 - Current

Product Trainer

Teleperformance
05.2021 - Current

Quality Assurance Specialist

07.2018 - 07.2019

Customer Service Representative

11.2014 - 07.2018

Customer Service Representative

Stream Global Services
09.2013 - 11.2014

Bachelor of Arts (B.A - Tourism and Travel ServicesManagement

Ain Shams University

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Alyaa Sammy