Summary
Overview
Work History
Education
Skills
Timeline
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Amir Alrosan

Amir Alrosan

CoE Global Training & Quality Manager
Dubai

Summary

Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience
4
4
years of post-secondary education
3
3
Languages

Work History

GLOBAL COE TRAINING & QUALITY MANAGER

Webhelp Concentrix
05.2022 - Current
  • Drive Operational, Quality and Training best practices amongst global sites
  • Covering 6 regions with 8+ site locations
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Drive performance, create wellness standards, and Implementation of new locations
  • Tracking Impact, Insights, and Reporting: Monitoring and Evaluation of existing activities and establishing systems to track impact over time.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.

TRAINING & QUALITY MANAGER

WEBHELP
04.2021 - 05.2022
  • Training, developing, and maintaining quality of day-to-day operations
  • Measuring and maintaining high quality standards set by internal and external KPIs
  • Evaluating success of Training and Quality departments
  • Implementation of monthly development plans and drive sustainable growth.

CORPORATE TRAINER

WEBHELP
04.2020 - 04.2021
  • Providing complete training to share required expertise in ways that motivate others
  • Preparation of training materials and curriculums
  • Monitoring and evaluating training programs
  • Maintain efficiency and results by developing skills of personnel.
  • Coached new managers on store procedures, policies and customer service, bolstering success rate by 98.90%

CUSTOMER SERVICE ADVISOR

WEBHELP
07.2019 - 04.2020
  • Ownership of customer relationship, building trust and rapport for effectively solving customer issues
  • Keeping customer satisfaction at core of every decision and behavior
  • Make sure each customer's complaint is addressed with care and precision to achieve full customer satisfaction.
  • Helped 50+ inbound customers per day in high-volume setting and exceeded 91% quality target on consistent basis.

GROUND OPERATIONS AGENT

MENZIES AVIATION AHS
10.2018 - 06.2019
  • Excellence from takeoff to touch down, handling all ground operations to meet airline's quality and standards to ensure enjoyable and safe flight for passengers.
  • Oversaw fueling, cargo management, and departure of aircraft at busy Amman facility with 140 daily departures and arrivals

REGIONAL SALES OPERATIONS MANAGER

NUTRISHOP KSA
05.2017 - 09.2018
  • Monitoring organization's functions and build operational processes
  • Tracking business results, performing cost-benefit analyses
  • Managing all business operations and setting goals across entire organization
  • Leading sales team and communicating vision of the company
  • Monitoring sales and revenue, and developing improvement plans for organic growth
  • Ensuring that all business functions are in line with our strategical goals.

FRONT OF HOUSE MANAGER

HIIT GYM KSA
11.2015 - 07.2017
  • Ensure visitors receive a heartwarming welcome
  • Coordinating all front desk activities, including calls, reservations and guests services
  • Pleasant personality with a dynamic professional attitude were my key skills to supervise and lead my team
  • Ability to deal efficiently with complaints and a solid customer service approach
  • Ensure all support staff provides professional and friendly service to our customers and increase the revenue by maintaining customer retention.

MEMBERSHIP CONSULTANT

FITNESS FIRST KSA
08.2014 - 10.2015
  • Working closely with customers to determine their needs, answer their questions about available services and recommend the right solutions
  • Ability to promptly resolve customer complaints and ensure maximum client satisfaction
  • Staying up-to-date with product features and maintain our store's visual appearance in high standards.

Education

Bachelor's Degree, Tourism Guidance - Tourism Guidance

HASHEMITE UNIVERSITY
Az-Zarqa - Jordan
09.2010 - 05.2014

Skills

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Timeline

GLOBAL COE TRAINING & QUALITY MANAGER

Webhelp Concentrix
05.2022 - Current

TRAINING & QUALITY MANAGER

WEBHELP
04.2021 - 05.2022

CORPORATE TRAINER

WEBHELP
04.2020 - 04.2021

CUSTOMER SERVICE ADVISOR

WEBHELP
07.2019 - 04.2020

GROUND OPERATIONS AGENT

MENZIES AVIATION AHS
10.2018 - 06.2019

REGIONAL SALES OPERATIONS MANAGER

NUTRISHOP KSA
05.2017 - 09.2018

FRONT OF HOUSE MANAGER

HIIT GYM KSA
11.2015 - 07.2017

MEMBERSHIP CONSULTANT

FITNESS FIRST KSA
08.2014 - 10.2015

Bachelor's Degree, Tourism Guidance - Tourism Guidance

HASHEMITE UNIVERSITY
09.2010 - 05.2014

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Amir AlrosanCoE Global Training & Quality Manager