Ahmed Sayed Ahmed

• Manage the tasks of the customer service supervisor. • Control and handle complaints when they come to the customer service supervisor’s office. • Analyze the complaints received from customers so that it can be used to improve the quality of services offered by your company. • Setting systems & process for internal monitoring. • Controlling and avoiding any processes violations. • Defining any process gaps and providing corrective & preventive actions. • Manage Agents Performance.

• Manage 2 teams composed of 6 members. • Meeting with clients to set fraud KPI’s to avoid any suspicious behaviors at the transactions. • Setting fraud strategies and making sure of their professional implementation. • Quarterly reviewing all client’s fraud KPI’s. • Setting systems & process for internal monitoring. • Controlling and avoiding any processes violations. • Defining any process gaps and providing corrective & preventive actions.

• Monitor training activities to ensure all scheduled training are conducted. • Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them. • Manage a team Form (15 Trainers + 5 Co-Trainers) • Handling 25 Accounts (Offshore + Local).

• Monitor training activities to ensure all scheduled training are conducted. • Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them. • Manage a team Form (1 Trainer).

• Coordinate and conduct training sessions based on staff and organizational learning needs. • Lead learning enhancement classes to improve the level of knowledge and people skills for workplace success and advancement. • TNA: Training Need Analysis. • SGA: Skill Gap Analysis. • Designed, developed, and delivered online and classroom training for corporate office employees. • Worked with corporate leadership to assess existing courses and develop programs to fill gaps. • Delivered training in leadership, soft skills, and technical and information sessions. • Participated in annual training schedule planning. • Reporting all training related analysis.