February 2014- November 2014 CIB Bank
Design of a tailored customer service and sales program “Sales through Service” and training roll-out for all CIB branches in Egypt – Over 170 branches.
Design and delivery of “Customer Care academy” for Vodafone Customer care department (Vodafone Call center) – Program design was preceded by a comprehensive gap analysis performed for different tiers Managers/Supervisors/Agents.
Design of a complete competency framework for all levels of Vodafone Retail department followed up by the creation of “Vodafone Retail Academy” a series of training program rolled out to Managers/Supervisors/Retail front line agents around gaps identified throughout the assessment and design of the competency framework.
2010-Ongoing National bank of Egypt
A number of tailored training programs delivered to different levels for all National Bank of Egypt’s branches – Over 450 branches
tailored program design and 7 months delivery of "Building the Best Retailer"
for all Vodafone Retail stores front line sales executives 700 + participants including all supervisors, store and retail zones management.
tailored program design and 6 months delivery of “Vodafone Performance Drivers " training program for the Vodafone brand essence and core company values
performed across the board throughout all company levels
2007-2008 HSBC Bank
Delivering a tailored sales and customer Service program for 180+ customer service officers from all HSBC Bank branches in Egypt
2008 Credit Agricole's
Design and delivery of "Super Service"
customer service training program for Credit Agricole's staff for all new bank branches to be opened in 2009 in co-operation with Mc Neil & Johnson Learning our US partners
Design and delivery of " Find a way to say...YES!"
a tailored call center customer service program for Vodafone 1500 Call center agents and back office support
Due to the success of " Find a way to say ...YES!"
program and the impact it had on the Vodafone Egypt call center in helping to reduce the number of complaint calls by 20% , Vodafone has requested to perform a more advanced program "Find a way to Say ...YES! Phase II "
starting March 2010
Design and tailoring of " Putting our Customer First "
program for all Allianz , Egypt's sales force 600+ insurance Sales Executives
1998 -2001 E.G.P.C
Management skills training program for over 600 Middle and senior managers of E.G.P.C. (the Egyptian General Petroleum corporation) and 42 JV oil & gas companies operating in Egypt , training was held in USA with different short courses held in different cities and states (Houston/ San Antonio - Texas , Los Angeles - California ,Ft.Lauderdale/Miami - Florida )
2001-2003 Egyptian Ministry of petroleum's
participated in the Egyptian Ministry of petroleum's project " Skilled Manpower"
which was an initiative for re-training fresh graduates for direct induction in the oil and gas field sector companies, training was performed for 550 fresh graduates
2005 -2006 for the Egyptian ministry of Education
Development and localization of a tailored E-learning English language training software " Professional English"
for the Egyptian ministry of Education for application in the secondary school system
2006 -2007 Egyptian Armed forces
custom development of a computer based simulator for technical personnel training purposes for the Egyptian Armed forces
Design , tailoring & Delivery of " Creating Life time raving fans "
training program for Vodafone's Retail department to be delivered to 650 customer service and sales executives throughout the different Vodafone retail stores from all over Egypt.