KAMAL AMER
TRAINING SPECIALIST
About Me
Qualified Training & Coach specialist with 15+ years of
experience coaching individuals and businesses, using NLP,
communication skills and a wide international knowledge.
Experience
United Call Centers 1,5years
Contact
Training Specialist/QA Supervisor (Tier & Spartoo account)
Phone
-
Email-
Address
Oppedalsvegen 36, 6700, Norway
Language
English
Mother tongue
French
Mother tongue
Arabic
Mother tongue
Norwegian
Fluent (C1)
Italian
Fluent (B2)
Expertise
BPO Industry
Develop effective job coaching and training plans
Guide agents in learning to complete job tasks through
coaching
Help in the development of motivation and skills
Provide training for new recruits and refresher trainings
Provide new project trainings
Responsible for creating and updating training materials
Responsible for Quality audit checks for the team in 5
languages
Maatcoach 4 years ( till present)
Founder/CEO
Provide the right guidance, mentoring and training that
helps clients attain stability and achieve a successful
lifestyle
Change implementation
Knowledge & resource creation to help implement changes
Behavioural changes with clients, including emotional
mastery.
NLP practitioner certification delivery
Company training and delivery of material
Material creation for companies on multiple E-learning tools
Customer care (Soft skills) training
Communication training
Whereby (previously Videonor) 2years
Customer Success Manager
Excellent
CRM tools
Salesforce,
intercome,
cloudtalk,
freshdesk, VCC
Coaching
NLP Trainer,
NLP Master
Practitioner,
Life Coaching,
Life Purpose
specialisation
Successfully streamlined and implemented new sales
procedures through effective collaboration with the sales
team, and improving pipeline
Realized required needs from software through training and
follow up of customers
Conducted effective training sessions for staff to improve
performance as well as updated and executed new
routines on Salesforce
Managed significant challenges associated with the quality
maintenance of data on SF
Readjusted Salesforce implementation within the
organisation while designated as Salesforce admin
Change agent for the company and teams
Experience
References
H&M 1year
Team Leader
All work experience and references
provided upon request
Led and organised the team in accordance with H&M
values
Aligned and strategised daily tasks in the warehouse
Ensured implementation of job performance with quality
and efficiency
Co-ordinted overall function of recruitement, training and
supervision
Implemented coaching skills to enhance employees work
capabilities
Conducted team meetings and IDP sessions
Manage Middle East (google&youtube account)
1 year project
Project manager/Training Specialist
Training, guidance and supervision of staff
Planning and implementation of the project
Facilitating employees goals and delivery of individual
projects
Defined project tasks, resource requirements, and full
project plan
Weekly project progress reports, problem analysis and
solutions in presentation to the management
Quality assurance monitoring
Assist and coach employees with individual needs
Emirates Airlines 5years
Cabin Crew (Economy and Business class)
Providing personalised assistance to passengers with
special needs, such as people with disabilities, children and
the elderly
Maintaining composure and assisting passengers during
emergencies
Xceed Contact Center 2 years
Team Leader Trainer (Microsoft account)
Customer service training in 4 languages
Tasked with initial recruitement for Italian, French & English
speakers
IDP at the end of a 15 week training to agents
Supported and lead each batch for 2 weeks after training to
ensure quality and constant performance before joining
their respective teams
Temporary Team Leader assignments when TL were on
leave
Training and implementation to the Quality assurance team
Education
London Metropolitain University
Masters of Science in Applied Psychology
-)
Finalising masters in applied psychology with a thesis on
coaching mid-management to avoid burnout and uncovering
purpose in the field of their work
