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Definition of Reputation Credits
Sherif Gendy
Experienced learning and development management consultancy with a demonstrated history in training development execution.
Learning & Development Manager - Uber
Cairo, EG
[email protected]
Work Experience
Uber, Learning & Development Manager, Apr 2019 ~ Present
Act as the first point of contact for key shareholder ie, local HRBP, employer, supplier & the wider global L&D team.
Manage high learner impact and achievement of learning objectives by utilizing the right delivery techniques in the moment i.e. digital, face to face training, coaching incl. time for reflection, etc.
Act as a development consultant driving the utilization of Uber LMSs & localizing content of L&D solutions
Create the pool of subject matter experts who will be delivering as well as inspirational keynote speakers and coordinate their availability
Uber, Community Operations Manager, Jan 2019 ~ Jul 2019
Scaling support in an innovative way at a company that's growing rapidly and changing constantly.
Listen attentively to the voice of Uber's community and provide feedback to the rest of the company.
Own Community Support performance metrics.
Dive deep into the performance numbers, perform gap analysis and take
data-driven actions to increase the quality and the reactivity of Community
Service.
Vodafone, L&D - Care & Leadership Impact Lead, Oct 2017 ~ Dec 2018
Manage the shift between OPCO leadership academies to VSS leadership academy to incorporate all shares services specific needs for leadership skills that were not captured and through the suitable logistical implementation for the nature of the industry.
Act as a development consultant driving the utilization of Vodafone University.
Facilitate external suppliers to deliver key L&D priorities & work with the HRSSC team regarding the training administration and enablement.
Create the pool of subject matter experts who will be delivering as well as inspirational keynote speakers and coordinate their availability.
Vodafone, Learning Solutions - Impact Senior Specialist, Jan 2017 ~ Oct 2017
Conducting Training Needs Analysis using both structured and informal methods
Conceptualizing innovative and flexible methods to address the
developmental and capacity building needs
Driving and facilitating the implementation of L&D programs
with effective outcomes; providing thought leadership around program design and delivery
Tracking L D related data and generating regular MIS reports as required
Vodafone, Learning & Development Team Leader, Sep 2016 ~ Sep 2017
Oversee training programs that include web-based seminars, printed manuals, group sessions, training videos, and more.
Reviews existing training materials produced by third parties to determine appropriateness and relevance
Vodafone, Knowledge Management Consultant, Jan 2016 ~ Jan 2017
Prepare educational material (e.g. design manuals and order books)
Select educational methods, like on-the-job coaching, conferences, workshops and e-learning courses
Schedule regular soft-skills development and management training
Assess the impact of training on employee performance
Liaise with external partners and outsource training, as needed
Vodafone, Knowledge Management Instructor, Aug 2011 ~ Dec 2015
Responsible for developing, supporting and facilitating knowledge and information management related to implementation of the learning projects
Carry out any other assignments as tasked by the training supervisor
Vodafone, Post Training - Quality Assurance, Jan 2014 ~ Jan 2015
Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved
Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures
Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers
Vodafone, Nesting Team Leader, Jan 2013 ~ Jan 2015
Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Vodafone, International Accounts Advisor, Sep 2009 ~ Jul 2011
Act as a front-line interface with customers of Vodafone UK Customers.
Own and manage the client relationship: resolving calls efficiently and effectively.
Ensure service level agreements are met and maintained.
Work as part of a team to ensure offering world-class Customer Service at all times.
Connect Media Services, Media Planner, May 2008 ~ Sep 2009
Producing financial and media plans and forecasts & undertaking relevant research
Analyzing, interpreting data & liaising with clients, consumers and advertising staff & producing briefs for media buyers
Education
faculty of mass communication , Bachelor’s Degree, Public Relations & Advertising, 2002 ~ 2006
Sherif Gendy
Experienced learning and development management consultancy with a demonstrated history in training development execution.
Learning & Development Manager - Uber
Cairo, EG
[email protected]
Work Experience
Uber, Learning & Development Manager, Apr 2019 ~ Present
Act as the first point of contact for key shareholder ie, local HRBP, employer, supplier & the wider global L&D team.
Manage high learner impact and achievement of learning objectives by utilizing the right delivery techniques in the moment i.e. digital, face to face training, coaching incl. time for reflection, etc.
Act as a development consultant driving the utilization of Uber LMSs & localizing content of L&D solutions
Create the pool of subject matter experts who will be delivering as well as inspirational keynote speakers and coordinate their availability
Uber, Community Operations Manager, Jan 2019 ~ Jul 2019
Scaling support in an innovative way at a company that's growing rapidly and changing constantly.
Listen attentively to the voice of Uber's community and provide feedback to the rest of the company.
Own Community Support performance metrics.
Dive deep into the performance numbers, perform gap analysis and take
data-driven actions to increase the quality and the reactivity of Community
Service.
Vodafone, L&D - Care & Leadership Impact Lead, Oct 2017 ~ Dec 2018
Manage the shift between OPCO leadership academies to VSS leadership academy to incorporate all shares services specific needs for leadership skills that were not captured and through the suitable logistical implementation for the nature of the industry.
Act as a development consultant driving the utilization of Vodafone University.
Facilitate external suppliers to deliver key L&D priorities & work with the HRSSC team regarding the training administration and enablement.
Create the pool of subject matter experts who will be delivering as well as inspirational keynote speakers and coordinate their availability.
Vodafone, Learning Solutions - Impact Senior Specialist, Jan 2017 ~ Oct 2017
Conducting Training Needs Analysis using both structured and informal methods
Conceptualizing innovative and flexible methods to address the
developmental and capacity building needs
Driving and facilitating the implementation of L&D programs
with effective outcomes; providing thought leadership around program design and delivery
Tracking L D related data and generating regular MIS reports as required
Vodafone, Learning & Development Team Leader, Sep 2016 ~ Sep 2017
Oversee training programs that include web-based seminars, printed manuals, group sessions, training videos, and more.
Reviews existing training materials produced by third parties to determine appropriateness and relevance
Vodafone, Knowledge Management Consultant, Jan 2016 ~ Jan 2017
Prepare educational material (e.g. design manuals and order books)
Select educational methods, like on-the-job coaching, conferences, workshops and e-learning courses
Schedule regular soft-skills development and management training
Assess the impact of training on employee performance
Liaise with external partners and outsource training, as needed
Vodafone, Knowledge Management Instructor, Aug 2011 ~ Dec 2015
Responsible for developing, supporting and facilitating knowledge and information management related to implementation of the learning projects
Carry out any other assignments as tasked by the training supervisor
Vodafone, Post Training - Quality Assurance, Jan 2014 ~ Jan 2015
Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved
Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures
Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers
Vodafone, Nesting Team Leader, Jan 2013 ~ Jan 2015
Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Vodafone, International Accounts Advisor, Sep 2009 ~ Jul 2011
Act as a front-line interface with customers of Vodafone UK Customers.
Own and manage the client relationship: resolving calls efficiently and effectively.
Ensure service level agreements are met and maintained.
Work as part of a team to ensure offering world-class Customer Service at all times.
Connect Media Services, Media Planner, May 2008 ~ Sep 2009
Producing financial and media plans and forecasts & undertaking relevant research
Analyzing, interpreting data & liaising with clients, consumers and advertising staff & producing briefs for media buyers