HR Training and Development Advisor, Free Lancer

Achievements:

• In 2017, Lead the Call Centers Company (One of STC Group) training team to successfully complete 1495 training activities (1 on 1 coaching, knowledge assessments, call listening, call audits, floor support, language learning, low performers development sessions, new batches training, refreshers, training on new products and services).
• Successfully managed to continue the training activities in a critical time where we needed to let all training team to go for mandatory annual leave due to high leave credits within 3 months.
• Supporting the operation team to keep up the quality scores at the right level by supporting them throughout training needs analysis for the performance-failed agents then train, 1 on 1 coach and audit sessions to improve their performance above 85%.
• Supporting operation team by analyzing the training needs out from the C-Sat, D-Sat, Quality Scores, AHT (Average call Handling Time) and FCR, we do categorize the problems if it’s skill problem (we support by training activities) or well problem (we highlight them for operation management to issue violations through the HR department).
• Successfully interviewed (Competency Based Interview), hired trainers, Team Leader for the training department.
• Had trained telesales team on telephone selling skills, call script and telephone etiquette.
• Created CCC Certified Trainer curriculum and plan where any new joiners to the training department should get certified to continue as he/she is competent to the job.

Description:

• Taking care of training department daily operations.
• Leading the training team at Jeddah branch to improve the call center agent’s performance.
• Supporting the call center operation AVP to improve agents knowledge, performance quality and customers satisfaction.
• Conducted many competency based interviews to select right candidates for the positions (Trainer, Training Team Leader & Business Trainers).
• Created the CCC Certified Trainer

Acheivements:

• Successfully converted fresh Saudi graduate store salesmen from order takers to sales consultants (TNA: their knowledge & skills before training were 5% - 10%, we delivered them with average Knowledge & skills rating between 76% - 99%).
• Created training team (Saudi trainers) and we ran the training at Saudi Arabia covering western, southern, central & eastern regions, 2016.
• Created training solution (certified training materials) for telecommunication retail companies and had certified the training materials from Canada Global Center for training & consulting.
• Assisted the MD in preparing HR consultations solutions for some companies and helped in creating the office consultations products to offer to customers.
• Communicated with the leaders at telecommunications retail sector to get training deals and successfully got training project for Alhaddad Group (Alhaddad Telecom & Kube Co.).
• Created training team (Saudi trainers) and lead the training roll over at Saudi Arabia covering western, southern & central regions.
• Successfully converted fresh Saudi graduate store salesmen from order takers to sales consultants (TNA: their knowledge & skills before training were 5% - 10%, we delivered them with average Knowledge & skills rating between 76% - 99%).

Achievements:
• Built and execute the 1st Systematic Appraisal (competency based performance appraising system) which was the 1st performance review in Alguthmi group since established on (1942 G) till 2016.
• Had built the group induction program materials (Alguthmi as a company, Alguthmi as a brand, Alguthmi as a culture) had trained 90% of the new employees achieving audience evaluation average score (Trainer Evaluation = 98%, Training Materials = 95% and Overall Training – 99%) 2013 - 2015.
• Created and conducted Consumer Journey training material for 100% store salesmen achieving audience evaluation average score (Trainer Evaluation = 99%, Training Materials = 94% and Overall Training – 97%) 2013 - 2015.
• Set a new insurance policy with 10% savings regardless the loss ratio of previous years, likewise the addition of new services and expanding the network coverage in accordance to saving percentage 2015 – 2016.
• Expanded the medical insurance geographical coverage to include (Jordan, Lebanon & Bahrain) without affecting the quota/cost - 2015 – 2016.
• Saved 200,000SR yearly by reviewing and auditing the company telephone and mobile lines billing and services by cancelling unused lines and services - 2015 - 2016.

Description:
• Established the training department from scratch starting with building the structure, passing by setting policies and procedures and ending by coaching team members after getting their induction program.
• Assisted the HR director in creating the performance management system including Competency Model for the group as well as controlling its application.
• Led the Employee Relations operation and successfully created a well-established system to monitor employees level of satisfaction in alignment with Saudi labor law.
• Designed the training plan in accordance to annual budget, conducted efficient training programs and coaching materials, applied best practice to achieve ROI.

Achievements:

• Created the Echo Training project which was a kind of TOT through sufficient training programs for Nokia field force and sales promoters where brand knowledge and product awareness had been raised by 63% among Nokia Key dealers (Axiom telecom, Alhaddad, Jarir Bookstore, Extra, Ahmed Abdulwahed Co., Carrefour and local mobile shops) – Nokia Academy – Jan till Apr 2014.
• Conducted a training events focused on Makkah and Medina dealers targeting the Hajj season where raised the Nokia brand knowledge and product awareness which is reflected on sales growth by 35% compared to the earlier year – Nov 2013.


Description:

• Responsible of Nokia academy (western region) activities.
• Trained Nokia brand ambassadors, field force, key dealer’s staff, Nokia care staff, wholesalers, authorized dealers staff, Nokia External auditors, Nokia promoters and Nokia stores staff on Nokia products, competency training and soft skills training.
• Trained & prepared Nokia Stores team, Brand Ambassadors, field forces and their team leaders for the Certification training (bronze, silver and gold curriculums).
• Conducted coaching sessions for the Nokia stores, Brand Ambassadors & Field Forces staff then delegated the coaching task to the team leaders and set it as a KPI then audited the Team Leaders on the coaching sessions.
• Created the monthly report templates, which used by Creating and maintaining the communications with the key dealers & retailers. Conduct training and coaching for a team of 16 trainers who takes care of the virtual merchandising & training for the retailers at the markets in Jeddah, Makkah & Medina cities.
• Led 76 brand ambassadors & field forces at western region on a TOT which we had trained them and make them ready to conduct in-store training sessions on weekly basis and do report to us on weekly then Academy team audit the training sessions and report the training GAPS.

Training Courses developed and conducted-• Induction Program for newly hired staff (Group & Brand Induction). -• Professional Customer Care program. -• Professional Selling Skills. -• Product Training. -• POS System (Cashier System) & Ticketing (pricing machines) Training. -• Virtual Merchandising training course. -• Goods Handling Course. -• 1st Aid Box training. -• Fire & Evacuation -• Counterfeit money/Cards -• Make the reports on weekly/monthly/quarterly basis on the training conducted.-- Responsibilities-Training Management-• Coordinated with United Arab Emirates head office in setting up training department in the United Kingdom for the brand Mamas & Papas.-• Designed training courses and organized training sessions for the sales operations team across stores.-• Groomed and mentored team members in enhancing client satisfaction and brand image by rendering qualitative service delivery.-• Assisted the training head in finalizing training type and number of courses aligned to identified training needs.-• Designed training materials to cater to product and systems training requirements of store staff.-Miscellaneous Activities-• Interacted with line managers for nominations on training courses.-• Evaluated training effectiveness by collating feedback from the participants/ supervisors and managers.-• Organized induction training course for new recruits to acquaint them with organizational policies/ processes and procedures.-• Updated training progress and highlighted potential performance bottlenecks with significant business impact to the training manager for effective resolution.-• Conducted half yearly assessment on product knowledge for store staff and updated status to the senior management team to enable effective decision making.

Designation Chronology-• February 2003 - December 2008/ HR Training & Development - Staff Trainer - Kingdom wide-• September 2000 - January 2003/ Customer & Information System Specialist-- Highlights-• Bagged Loyalty Appreciation Trophy and Certificate for exemplary service delivery in March 2006.-- Courses Developed and Conducted-• M/S Outlook 2003 Basic & Intermediate Course-• Art of Selling/ Convincing & Special Service Course-• Art of Dealing with Others Course-• Professional Customer Care Program-• MECL Competency Model (Managing Performance). -• Performance Appraisals Workshop (for managers & Supervisors). -• Motivation & Loyalty-• Supervisory Skills-• M/S Word 2003 Basic & Intermediate-• M/S Excel 2003 Basic & Intermediate-• Induction Program for New Employees encompassing company introduction/ brief of art of selling/ convincing & special service/ brief of art of dealing with others and brief of customer care program. -- Responsibilities as HR Training & Development - Staff Trainer - Kingdom wide-Training Management-• Collaborated with the HR Manager in setting up the training department to cater to the training requirements of the organization.-• Assessed performance and identified training needs for 480 employees across the kingdom.-• Updated training progress and employee satisfaction level (using employee satisfaction forms) to the senior management team to enable effective decision making.-• Prepared and maintained annual budget for the training department aimed at enhancing organizational bottom lines.-• Designed training programs and curriculum aligned to identified training needs and organized kingdom-wide training sessions.-Miscellaneous Activities-• Maintained updated training centre database and collaborated with external institutes for registering staff for various courses.-• Liaised with freelance trainers in catering to specific training needs of the organization.-• Acquainted team members in maintaining QMI standards in day to day operations.-• Prepared and presented external trainer's evaluation form for optimizing training costs and accomplishing training objectives.-• Designed and implemented various forms for the HR training department and the HR department post approval from quality assurance department. -• Assisted the HR department in implementing new HR performance management system for evaluating employee performance across the kingdom.-- Responsibilities as Customer & Information System Specialist -• Assisted customers using various communication channels in troubleshooting Sony VAIO Laptops and maintained detailed records of transactions.-• Coordinated activities related to maintaining/ upgrading VAIO Laptops and delivering modified sets to customers.-• Generated market awareness by promoting new models of VAIO Laptops and organized product demonstrations in coordination with the training department.-• Enhanced business generation by selling parts and accessories to customers.-• Interacted with the management on collated customer feedback and implementing various process improvement initiatives aimed at enhancing operational efficiency.

Responsibilities -• Worked in close coordination with the tours department to improve C-sat scores/ interacted with clients/ managed hotel reservations and guided clients on company tour packages.-• Provided sales support to sales representatives in designing promotional material.-• Built and maintained business relations with travel agents and the general public as part of PR activities.-• Managed inquiries over the phone and converted these prospects to realizable sales; achieved targets dealing with walk-in clients.-• Responsible for generation of fortnightly reports on sales including daily activity report and sales report. -• Liaisoned with the airport handling agent/ M/S Attar Travel at Jeddah & Riyadh Airports handling pre and post flight formalities.

Responsibilities -• Handled reservations and ticketing tasks. -• Responsible for corporate business portfolio arranging travel and accommodation for companies. -• Managed walk-in customers and telephone inquiries.