Abdelrhman Hamed Nasreldeen

-Answer inquiries by clarifying desired information: researching, locating, and providing information.

• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions: implementing solutions; escalating unresolved

problems.

• Maintain call center database by entering information.

-Hold orientations for new CSR's.

• Support the TL with his responsibilities.

• Ensure that tasks are understood within the team.

• Lead, guide and monitor the new CSR's

• Deliver performance & KPI's reports to higher management.

-Identify and assess training needs within a company.

• Meet with managers and supervisors to ascertain needs.

• Conduct surveys.

• Train employees for specific skills needed for CSR's

-Develop, organize, conduct and evaluate training

programs.

-Create teaching materials.

• Teach skills such as phone systems, policies and

procedures, and soft skills.

-Plan, organize, and implement a range of training

activities.

• Train new hires as well as veteran employees.

-Conduct assessment sessions to assess level of skills.

• Coach employees to improve upon or enhance existing

skills.

Evaluate training effectiveness.

• Modify training programs.

-Design observation programs.

-Create monitored simulations and problem-solving

scenarios.

• Create interactive, multimedia presentations.

• Hold workshops and lectures.

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-Gave a training course of ACI ( advacned cargo information) project to ( Ministry of Finance, Ministry of Defence, Elswedey Electric, The Arab Organization for Industrialization )

-Create and execute learning strategies and programs.

-Evaluate individual and organizational development needs.

-Implement various learning methods companywide (e.g. coaching, job-shadowing, online training).

-Design and deliver e-learning courses, workshops and other trainings

-Assess the success of development plans and help employees make the most of learning opportunities

-Help managers develop their team members through career pathing.

-Track budgets and negotiate contracts.

-Hire and oversee training and L&D Specialists.

• Training of trainers ( TOT )
• Course of Vodafone in the art of Customer Care in 2014.
• Certificate of Appreciation from Vodafone best Presenter in 2015.
• ICDL Course