Amine Boukhalifi
Dubai
Summary
Results-driven trainer with extensive experience in the medical, automotive, and hospitality industries. Demonstrated expertise in management, delivering exceptional customer service, and leading teams. Skilled in designing and implementing impactful training programs that enhance user experience and drive digital adoption strategies. Committed to fostering a culture of continuous learning and development to propel organizational success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Digital Adoption Lead
Property Shop Investment
06.2024 - Current
- Collaborated with IT and Marketing Teams: Partnered with cross-functional teams, including IT and Marketing, to conduct a detailed assessment of digital tool utilization across departments
- Identified gaps in functionality and user training, facilitating interactive workshops aimed at enhancing user engagement with digital platforms, ultimately improving overall operational efficiency
- Leveraged Data Analytics to Monitor User Engagement: Utilized advanced analytics tools to track and analyse user engagement metrics and adoption rates for digital tools
- Produced comprehensive reports and dashboards that identified trends and highlighted areas for improvement, leading to strategies that optimized system efficiency and effectiveness in tool utilization
- Enhanced User Experience through Research and Interface Improvements: Conducted thorough user research, including surveys and feedback sessions, to gather insights on user interaction with digital tools
- Based on findings, led the implementation of interface design improvements that enhanced usability, which directly contributed to an increase in user satisfaction scores and adoption rates among staff
- Championed Change Management Initiatives: Led change management programs focused on technology transitions within the organization
- Provided coaching and support to teams through customized change management strategies to facilitate smooth transitions, utilizing communication plans and user support systems that minimized resistance and fostered a positive attitude toward new technology adoption
- Designed and Delivered Targeted Training Programs: Developed comprehensive training programs tailored to equip employees with the essential digital skills needed to effectively use new tools and platforms
- Delivered training sessions in various formats, including engaging e-learning modules and interactive in-person workshops, ensuring all users were proficient and confident in leveraging digital resources to enhance their productivity
Learning & Development Lead
Roads and Transport Authority
03.2022 - 05.2024
- Led and Managed a High-Performing Team of 40 Customer Service Representatives: Successfully led a diverse team of 40 customer service representatives, providing strategic direction and mentoring to foster a collaborative team environment
- Motivated team members to consistently exceed performance targets through effective communication, recognition programs, and regular performance reviews, resulting in improved employee morale and enhanced service delivery
- Established and Implemented Quality Assurance Processes: Developed and instituted robust quality assurance processes to systematically monitor and evaluate call centre performance metrics
- Utilized customer feedback, call monitoring, and data analysis to implement enhanced service protocols, which significantly improved customer satisfaction levels
- This resulted in a marked increase in positive customer feedback and retention rates
- Designed and Delivered Comprehensive Training Programs for New Hires: Created and delivered tailored training programs for onboarding new customer service representatives, ensuring a smooth and effective integration into call centre operations
- Focused on providing in-depth knowledge of product offerings, customer service best practices, and internal processes, equipping new hires with the skills necessary for immediate contributions to team objectives
- Conducted Detailed Analysis of Performance Metrics to Optimize Service Delivery: Regularly analysed key performance metrics, including call volume, response times, and customer satisfaction scores, to identify trends and areas for improvement
- Maintained an impressive 85% KPI achievement for Q1 by implementing targeted performance improvement initiatives, and further improved service quality, achieving a 98% quality rating in subsequent departmental reviews through strategic adjustments and ongoing employee support
Customer Service Supervisor - E-commerce
Tyresonline.ae
09.2020 - 01.2022
- Streamlined Customer Service Operations: Implemented process improvements that significantly reduced average response times by 25% and elevated first-call resolution rates by 15 %, resulting in a more efficient service experience and increased customer satisfaction
- Cross-Departmental Collaboration: Partnered effectively with logistics, marketing, and product management teams to identify and address customer concerns, fostering a holistic approach to customer service that enhanced overall satisfaction and loyalty
- Customer Feedback Analysis: Designed and executed comprehensive feedback collection methods, including surveys and focus groups, to gather actionable insights
- Analysed this data to drive enhancements in product offerings and service delivery, aligning them more closely with customer needs and expectations
- Performance Management and Coaching: Conducted regular performance evaluations and led targeted coaching sessions for team members, focusing on skill development and best practices
- This initiative promoted a culture of continuous improvement, resulting in measurable gains in team productivity and customer service excellence
Learning & Development Trainer
BPO Plus
08.2015 - 12.2019
- Performance Reporting and Analysis: Created and analysed detailed reports on call centre performance metrics to identify trends and areas for enhancement
- Utilized findings to develop targeted training programs that address skill gaps and improve overall team performance
- Escalated Issue Resolution Training: Provided training on effective techniques for managing escalated customer issues, equipping team members with the skills needed to maintain high satisfaction levels through prompt and effective resolutions
- Resource Management Training: Developed and delivered training on efficient resource allocation strategies to ensure team members understand how to meet client demands effectively
- Emphasized the importance of operational efficiency in delivering exceptional service
- New Employee Onboarding and Training: Conducted engaging training sessions for new hires, focusing on performance metrics, standard operating procedures (SOPs), and best practices
- Designed training materials that enhance learning and retention, ensuring a smooth transition into their roles and fostering a culture of continuous improvement
Education
Bachelor of Arts - Humanities
Moulay Ismail University
Skills
- Digital Adoption & Change Management
- Customer Service Excellence
- Training Program Design & Delivery
- Data Analysis & Reporting
- Team Leadership & Performance Management
- Quality Assurance & Process Improvement
- Cross-Functional Collaboration
- Problem Solving & Conflict Resolution
- Strong empathy
- Policy understanding
- Multicultural Sensitivity
- Multitasking Abilities
- Excellent Communication
- Crisis Intervention
Certification
- Train the Trainer, Hamad Medical Corporation, 07/01/19
- Management of Group Training Techniques, Hamad Medical Corporation, 05/01/18
- Effective Meetings, Hamad Medical Corporation, 03/01/18
- French TEF, Institut Francais, 06/01/19
- Accountancy, Al Doha Group, 12/01/11
Languages
English (Fluent)
Bilingual or Proficient (C2)
French (Fluent)
Advanced (C1)
Arabic (Native)
Bilingual or Proficient (C2)
Timeline
Digital Adoption Lead
Property Shop Investment
06.2024 - Current
Learning & Development Lead
Roads and Transport Authority
03.2022 - 05.2024
Customer Service Supervisor - E-commerce
Tyresonline.ae
09.2020 - 01.2022
Learning & Development Trainer
BPO Plus
08.2015 - 12.2019
- Train the Trainer, Hamad Medical Corporation, 07/01/19
- Management of Group Training Techniques, Hamad Medical Corporation, 05/01/18
- Effective Meetings, Hamad Medical Corporation, 03/01/18
- French TEF, Institut Francais, 06/01/19
- Accountancy, Al Doha Group, 12/01/11
Bachelor of Arts - Humanities
Moulay Ismail University
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