Mohamed Osama Awad
Trainer
Cairo,C
Summary
Accomplished Training Manager at Zyda, adept in program management and training delivery, significantly enhanced workforce capabilities through targeted training interventions. Leveraged data analysis and project leadership to drive productivity and foster a positive learning culture, achieving notable improvements in employee engagement and performance. Successful Corporate Trainer skilled at developing, implementing and optimizing corporate training programs. Data-driven leader with hardworking approach and clear focus on strengthening companies from inside out. Successful integrating multimedia strategies to diversify instruction and maximize success.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Nesting Lead
Transcom Worldwide
03.2024 - Current
- Managing New Hires business unit that included fresh hired agents, Subject Matter Experts, Senior Escalation Line agents.
- Implemented a structured strategy for supporting new hires and maximizing their performance and learning curve and monitor their needed support with trainers and subject mater experts.
- Conducted sessions and huddles for Subject Mater Experts that included coaching techniques and problem solving for new hires and applying those strategies to ensure they reach their maximum potential as quickly as possible.
- Assisted in planning events and huddles that focuses on improving new hires performance and ensuring their quick understanding and ability to compete with existing agents.
- Constant monitor of Subject Matter Experts performance with providing consistent feedback that assisted in improving their supporting and communication skills.
Senior Corporate Trainer
Transcom Worldwide
02.2023 - Current
- Increased employee engagement with Customized Gamified learning solutions that catered to different learning styles and preferences.
- Onboarding, auditing and mentoring freshly promoted trainers by providing consistent feedback on assessment made for their in class training and post class admin work.
- Established ongoing professional development opportunities for staff members; existing agents, supervisors and senior supervisors encouraging continuous learning beyond initial job requirements or responsibilities.
- Partnered with HR teams to align corporate training initiatives with talent management strategies and organizational goals.
- Conducted needs assessments to determine skill gaps within the workforce and designed relevant training programs accordingly.
- Developed comprehensive training materials, promoting knowledge retention and skill development.
- Promoted a positive learning culture by consistently providing feedback and recognition to employees demonstrating outstanding performance in training sessions or on-the-job application of learned skills.
- Improved communication skills among employees through interactive workshops focused on active listening, empathy, and conflict resolution techniques.
Training Manager
Zyda
10.2022 - 12.2022
- Created a full-on training program for a contact center launched by us for VIP clients; that operated as an outsource contact center for key accounts.
- Partnered with HR and L&D to find the best candidates for our launching project.
- Conducted training for the operations team launching the project and communicated with the client the training progress and making sure the material and content provided by the client is delivered with the required standards.
- Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
- Stayed abreast of industry trends and emerging best practices in talent development, ensuring the organization maintained a competitive edge in workforce capabilities.
- Ensured seamless integration of new systems or process changes within the organization through comprehensive change management plans and stakeholder engagement activities.
Customer Success Manager
Zyda
02.2022 - 10.2022
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Maximizing Sales Performance for VIP clients, by running weekly, monthly and quarter analysis and providing feedback that identifies sales opportunities and increasing social media and digital engagement.
Trainer
Teleperformance
04.2020 - 02.2022
- Created Coaching Techniques for supervisors that includes behavioral, constructive hot lap, skill transfer and team huddles coaching, and monitored the utilization and effectiveness of new strategies that boosted employees performance and decreased turn over.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Created and conducted sales training to boost sales for existing agents and operation team.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Increased employee satisfaction by introducing flexible learning options such as self-paced courses and remote workshops.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Managing new hired agents during their nesting period to measure training effectiveness and identifying gaps in training to constantly improve the training program.
- Designed and delivered web-based, self-directed learning materials.
Startup Founder
Orage Accessories
10.2019 - 08.2021
- Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
- Streamlined operations to reduce costs and improve overall efficiency.
- Drove product development from concept to launch, ensuring alignment with customer needs.
- Negotiated strategic partnerships for mutual benefit, expanding the company''s reach in the industry.
- Created and designed a functional online store that assists customer in completing their purchase, submit reviews and making online payments.
Customer Relations Representative
Vodafone UK
12.2017 - 12.2019
- Retaining customer via and outbound retention program created by Vodafone, that focused on assisting customers as a last line of escalation.
- Responded to complex queries for products, services, and company information.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained effective internal communication between departments to identify root causes for most common complex queries and provided feedback on how we can conduct seamless costumer experience to proactively assist customers.
Education
Bachelor's - Business
Ain Shams University
Cairo, Egypt 09.2018 - 05.2024
Train of Trainers - Human Resources Training
Teleperformance
04.2001 -
Yellow Belt - Six Sigma
Teleperformance Academy
Cairo, Egypt 04.2001 -
Skills
Program Management
Course Development
Classroom oversight
Curriculum Planning
Materials Preparation
Student Engagement
Materials Organization
Training Delivery
Data Analysis
Project Leadership
Presentation Skills
Languages
Arabic
Native language
English
Proficient
C2
German
Beginner
A1
Certification
Six Sigma - Yellow Belt
Timeline
Nesting Lead
Transcom Worldwide
03.2024 - Current
Senior Corporate Trainer
Transcom Worldwide
02.2023 - Current
Training Manager
Zyda
10.2022 - 12.2022
Customer Success Manager
Zyda
02.2022 - 10.2022
Six Sigma - Yellow Belt
09-2021
Trainer
Teleperformance
04.2020 - 02.2022
Startup Founder
Orage Accessories
10.2019 - 08.2021
Bachelor's - Business
Ain Shams University
09.2018 - 05.2024
Customer Relations Representative
Vodafone UK
12.2017 - 12.2019
Train of Trainers - Human Resources Training
Teleperformance
04.2001 -
Yellow Belt - Six Sigma
Teleperformance Academy
04.2001 -
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