ISMAEEL ABDEL QADER
Senior Training Officer
Abu Dhabi
Summary
Experienced with developing and delivering comprehensive training programs that enhance employee skills and knowledge. Utilizes interactive training methods to engage participants and foster positive learning environment. Track record of adapting training content to meet organizational goals and individual learning needs.
Overview
15
15
years of professional experience
2024
2024
years of post-secondary education
2
2
Languages
Work History
SENIOR HR TRAINING OFFICER
Abu Dhabi Commercial Bank (ADCB)
07.2022 - Current
- Designed and delivered training programs for new hires and existing employees, focusing on customer service excellence and product knowledge.
- Created and updated training materials, including manuals, presentations, and interactive modules.
- Conducted regular training sessions, workshops, and coaching to enhance the skills and competencies of ADCB's staff.
- Assessed training effectiveness through evaluations, feedback, and performance metrics, continuously improving training strategies.
- Collaborated with quality assurance and management teams to align training with organizational goals and service standards.
- Implemented knowledge assessments and skills gap analyses to identify development opportunities, driving continuous growth among ADCB new joiners personnel.
- Championed the integration of digital learning platforms, facilitating streamlined knowledge delivery and supporting scalable professional development across.
- Supported career advancement for employees through personalized coaching and mentoring sessions.
- Identified training needs and planned classes accordingly.
- Delivered high-quality presentations on various topics, using compelling visuals to enhance understanding and engagement among employees.
- Optimized resource allocation for each training session based on participant needs analysis.
- Facilitated virtual, in-person and blended learning sessions.
- Designed and delivered web-based, self-directed learning materials.
- Worked with vendors to customize courseware to accommodate business needs.
- Implemented post-training surveys and evaluations in order to measure the efficacy of delivered courses.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Evaluated employee progress and provided constructive feedback, promoting continuous learning and improvement.
- Maintained accurate records of all completed trainings, ensuring compliance with industry regulations and standards.
SENIOR TEAM LEADER
Abu Dhabi Commercial Bank (ADCB)
10.2017 - 07.2022
- Managed team performance, provided regular coaching, and conducted performance appraisals.
- Developed team schedules and coordinated staffing to meet service demand and maintain optimal coverage.
- Analyzed performance metrics to identify areas for improvement and implemented action plans to address them.
- Fostered a collaborative and motivating work environment to enhance team engagement and productivity.
- Refined reporting workflows by integrating advanced analytics tools, supporting data-driven decision making and elevating overall operational transparency within the team.
- Revamped escalation management procedures by integrating real-time monitoring systems, bolstering resolution rates and enhancing the customer experience across high-demand team operations.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Discovered training needs and provided coaching.
- Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
- Introduced innovative technologies and tools to modernize workflows, increasing overall efficiency levels across the organization.
- Developed comprehensive training programs to equip team members with the necessary skills for success in their roles.
CONTACT CENTER REPRESENTATIVE
National Bank of Abu Dhabi (NBAD)
07.2015 - 10.2017
- Provided exceptional customer service by handling inbound and outbound calls, addressing customer inquiries, and resolving issues efficiently.
- Assisted customers with various banking services, including account management, transaction inquiries, and product information.
- Maintained up-to-date knowledge of bank products, services, and policies to deliver accurate information and assistance.
- Recorded and managed customer interactions and transactions in the CRM system, ensuring data accuracy and confidentiality.
- Collaborated with team members and other departments to resolve complex customer issues and improve service delivery.
- Met performance targets and quality standards, contributing to the overall success of the contact center.
- Streamlined communication between customers and internal departments by facilitating timely escalation of critical banking issues, ensuring swift case resolution and enhanced client satisfaction.
- Enhanced client retention by identifying service gaps during customer interactions and promptly collaborating with relevant departments to implement corrective measures.
GENERAL CONTROLLED AND STATISTICAL DATA ANALYST
Statistic Center of Abu Dhabi
08.2010 - 07.2015
- Interpreted quantitative data and designed statistical models to address complex research questions.
- Maintained database integrity and ensured data reliability for critical analyses.
- Assessed data availability and developed related data collection tools as needed.
- Created and executed statistical surveys through effective design of data collection instruments.
- Conducted comprehensive data analyses and communicated findings for research studies utilizing SPSS and SAS.
- Produced insightful reports in response to administrative requests.
- Collaborated with systems programmers to generate small datasets for targeted analyses.
- Provided expert advice to fellow Data Analysts and principal investigators on optimal statistical techniques for diverse projects.
- Standardized data validation protocols across diverse projects, strengthening consistency and accuracy in statistical outputs aligned with organizational objectives.
- Devised and implemented automated quality control mechanisms to monitor data collection processes, ensuring timely detection and correction of statistical anomalies within large-scale demographic and economic surveys.
Education
PH.D. - Management & Business, specializing in Total Quality Management
Management and Science University (MSU)
MBA - undefined
American University in the Emirates (AUE)
BACHELOR OF ACCOUNTING - undefined
Al Ain University of Science & Technology (AAU)
Skills
Customer Service, Training Methods
Team Leadership, Analysis and Reporting
Quality Assurance, Quality Auditing, Quality Assessment
Lesson planning
Training delivery
Class design
Materials preparation
Assessment tools
Program management
Curriculum design
Project implementation
Publications
- STRATEGIC QUALITY INITIATIVES AND PERFORMANCE METRICS An empirical analysis of total quality management in Abu Dhabi airport company
- OPTIMIZING OPERATIONAL EXCELLENCE A Total Quality Management Approach to Enhance Organizational Performance at Abu Dhabi Airport Company
- NAVIGATING SUCCESS Evaluating the impact of total quality management on organizational performance in the context of Abu Dhabi airport company
- The Role of Data Sharing in Enhancing E-Government Service Efficiency: An Analytical Study of the Iraqi Experience.
- Predicting Employee Salaries in the Future ERP Systems Using Machine Learning Techniques.
- Leveraging Business Analytics to Drive Technology Transformation in the Era of Digital Disruption
Affiliations
NEURO-LINGUISTIC PROGRAMMING NLP CERTIFIED American association of NLP
Participated in the ICBATS-3 2025 (3RD INTERNATIONAL CONFERENCE ON BUSINESS ANALYTICS FOR TECHNOLOGY AND SECURITY)
Timeline
SENIOR HR TRAINING OFFICER
Abu Dhabi Commercial Bank (ADCB)
07.2022 - Current
SENIOR TEAM LEADER
Abu Dhabi Commercial Bank (ADCB)
10.2017 - 07.2022
CONTACT CENTER REPRESENTATIVE
National Bank of Abu Dhabi (NBAD)
07.2015 - 10.2017
GENERAL CONTROLLED AND STATISTICAL DATA ANALYST
Statistic Center of Abu Dhabi
08.2010 - 07.2015
MBA - undefined
American University in the Emirates (AUE)
BACHELOR OF ACCOUNTING - undefined
Al Ain University of Science & Technology (AAU)
PH.D. - Management & Business, specializing in Total Quality Management
Management and Science University (MSU)
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