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<pre>Array ( [var] => cut_url ) </pre> Resume for Hisham A. for Coach / Trainer / Consumer Services in Cairo, Egypt. Search More Resumes for Coach / Trainer on #U4KWK1U3V

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Resume for Hisham A. for Coach / Trainer / Consumer Services in Cairo, Egypt

Occupation: Coach / Trainer Industry: Consumer Services
Country: Egypt City: Cairo
State: Al Qahirah ZIP: 11325

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Metwaly Nour st., Nasr City, Cairo
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Hisham A. Ahmed

Personal Information D.O.B. : //
  • Nationality: Egyptian
  • Marital Status: Single
  • Military Service Status: Exempted
  • Employment [December – May ]    [Sykes Enterprises]      [Cairo , Egypt]

    Training & Quality specialist

  • Delivering training to new hires for the Sony VAIO account, which consists of soft skills and technical training, and verifying the knowledge gained from the training course.
  • Delivering training in form of updates or coaching to the active team within the account, whenever needed, and verifying the knowledge acquired from the session.
  • Working with the EMEA region global training team to develop the training material and course.
  • Monitoring telephone and email transactions based on Sykes quality monitoring protocols.
  • Preparing periodical skill verification tests for the team.
  • Working with the operations team to evaluate any training needs, and satisfy those needs.
  • [January – January ]           [ECCO]                       [Cairo , Egypt] 

    Operations Support Trainer

  • Analyze training needs to develop new training programs or modify and improve existing programs.
  • Conduct orientation sessions and arrange onthejob training for new hires
  • Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, onthejob training, meetings..
  • Develop testing and evaluation procedures.
  • Develop and organize training manuals, multimedia visual aids, and other educational materials.
  • Delivered technical training and was responsible for these accounts::
  • Palm Hills Developments Real estate
  • Orascom Development Real estate
  • Egynet Internet ISP Technical support Tier
  • Mantrac Heavy Machinery
  • Daihatsu Automotives
  • Samsung Electronics
  • Mobica Furniture
  • NTG Technical support for credit card POS
  • Atheeb telecom Internet Voice ISP in KSA
  • Supporting the training department reporting system and developing the processes
  • [November – December ]                           [Vodafone]                [Cairo , Egypt] 

    International Accounts Advisor Australian Account

  • Receiving inbound calls from Vodafone customers all over Australia handling Prepaid issues, Network support issues, and diverting any other calls to appropriate department
  • Working with Nortel phone systems and Siebel application and other various applications to complete all the required tasks
  • [January – Sep ]  [Showtime Arabia]    [Cairo , Egypt]

    Customer Care Executive Senior

  • Handling inbound calls from customers regarding subscription, billing, technical issues, and general inquiries
  • Handling outbound calls to Showtime customers
  • Received a training session in HQ based in Dubai in order to deliver technical training and support to the CS division based in Egypt, training included training techniques, broadcasting and encryption technology and mechanisms, installation troubleshooting, and Showtime receiver software
  • Delivering technical training sessions for new comers and refreshment sessions and technical updates for existing agents Certificate Available
  • Acting as a team manager in the absence of the official team manager, receiving escalated calls and issues, assisting other agents inquiries, handling the floor as necessary and reporting to the TM in details by the end of the shift
  • Member of the first team recruited in Egypt Contact Centre
  • [June – October ]                    [Electronics Direct]     [Orlando, FL , USA]

    Sales Person

  • Selling electronic devices to walkin customers including digital cameras, cell phones, and various products
  • [ November – January   ]                    [ TechnoWireless ]       [Cairo, Egypt]

    System Administrator & Junior Team Leader

  • Troubleshoot and maintain the servers, workstations, LAN and WLAN.
  • Planned and deployed the WLAN, carried out instruction sessions on WLAN fundamentals, installation, and administration
  • Night shift manager from handling all issues and assisting in carrying out projects then reporting to the team manager
  • Cocreated the IT policy
  • Initiated a full hardware documentation library
  • Monitoring the running services as a third party for clients as Mazzika TV, Iqraa. And others 

    [June – November ]  [ Saudi Arabian Airlines Catering ]          [Cairo, Egypt]

    IT Technical Support

  • Troubleshoot and maintain an Oracle database server, workstations, and the LAN
  • Initiated a full hardware documentation library
  • worked briefly on the Access control system, and CCTV system

    [May – June ]                                           [ ]                  [Cairo, Egypt]

    Survey Interviewer

  • Interviewing people for Schneider Electric marketing campaign.
  • Personal Skills
  • Strong communication Skills written and verbal
  • Excellent presentation skills
  • Excellent training skills
  • Reporting on both technical and nontechnical fields
  • Handling difficult customers and resolving their problems
  • Excellent team leader and player
  • Excellent research skills
  • Strong problem solving capabilities
  • Ability to analyze and troubleshoot
  • Willingness and ability to learn new technologies rapidly
  • Very creative and able to apply lateral thinking
  • Delivering technical knowledge to nontechnical audience
  • Training Courses
  • Customer Service Techniques        Showtime Academy               January
  • Leadership skills for managers             IT Synergy                       February
  • Basic Product Knowledge                    Daihatsu                            March
  • Creative thinking                                Orascom OTT                      June
  • Computer & Technical Skills
  • MS Windows .
  • Microsoft ISA
  • Microsoft Office Word, PowerPoint, Excel, OneNote  
  • LAN and WLAN Installation, administration, maintenance and troubleshooting
  • H/W Troubleshooting
  • S/W Troubleshooting
  • AVAYA Super User
  • IBS Super User CRM
  • iClient Microsoft Clarify Super User
  • Educational Background 
    [August ]                            [International Thebes Academy]                                [Cairo, Egypt]

    Management of Information Systems

  • B.Sc. in MIS
  • Overall Grade: Very Good
  • Graduation Project “Structure & Design of a Contact Centre Portal” which is a hybrid of CRM functionality and ERP integration to be deployed in a contact center
  • Graduation Project Grade: Excellent

    []                             [Thebes American College in Cairo]                         [Cairo, Egypt]

    American Diploma

  • GPA .
  • SAT
  • Languages Arabic:
  • Mother Tongue
  • English:

  • Perfect Written and Verbal
  • Native American accent

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