Abdulwahab Alsaeed
Summary
Accomplished professional with expertise in Microsoft Office Suite, communication, and leadership coaching. Demonstrates proficiency in data analytics and problem-solving, with a strong ability to deliver constructive feedback and create effective training materials. Skilled in lesson planning, motivational techniques, and public speaking, fostering team building and maintaining composure under pressure. Committed to quality assurance and continuous improvement in all endeavors.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Trainer
Zain Kuwait
Ash Shuwaykh, Al Asimah
04.2024 - Current
- Conducted induction training programs for newly hired employees for both branches and call center agents.
- Delivered engaging sessions covering company values, code of conduct, internal systems, customer service standards, and operational workflows.
- Delivered soft skills training focused on communication, customer handling, emotional intelligence, and conflict resolution.
- Facilitated targeted sessions on cross-selling techniques to boost product awareness and improve customer engagement.
- Evaluated staff performance post-training; provided constructive feedback accordingly.
- Conducted needs analysis to identify skill gaps in workforce.
- Maintained meticulous records of each participant's progress throughout the course duration.
- Fostered an environment conducive to learning through engaging and supportive coaching methods.
- Tailored training modules for improved staff productivity.
Contact centre representative
Zain Kuwait
Ash Shuwaykh, Al Asimah
04.2019 - 04.2024
- Handled inbound customer calls with a focus on first-call resolution, service quality, and customer satisfaction.
- Worked in the resolution team, managing escalated cases, resolving complex issues, and ensuring timely follow-up.
- Recognized for excellent performance and assigned as acting team leader for more than 5 teams.
- Monitored team performance, provided coaching, and supported agents in achieving KPIs and service level targets.
- Maintained up-to-date knowledge of company products, services, and system tools to provide accurate information to customers.
- Consistently achieved high customer satisfaction scores and exceeded quality assurance benchmarks.
Customer service representative
National Aviation Services
, Al Farwaniyah
09.2017 - 03.2019
- Provided high-quality customer service to passengers at various airport service points, including check-in counters and boarding gates.
- Assisted travelers with check-in procedures, baggage handling, flight information, and special service requests.
- Ensured smooth running of operations with timely preparation of reports.
- Handled customer inquiries, concerns m and complaints in a timely and courteous manner.
- Demonstrated strong communication and problem-solving skills in high-pressure environments.
Education
Diploma of Higher Education - Banking
College of Business Studies
Al Farwaniyah 09.2014 - 01.2017
Skills
- Microsoft office suite proficiency
- Communication skills
- Constructive feedback delivery
- Training material creation
- Leadership coaching
- Lesson planning
- Motivational techniques
- Presentations and demonstrations
- Data analytics proficiency
- Problem-solving
- Team building
- Calm under pressure
- Public speaking
- Quality Assurance
Languages
Arabic
Native
English
Intermediate
Affiliations
- Fitness and healthy living
- Traveling and exploring new cultures
- Fitness Coaching
Accomplishments
Awarded certification as a Personal Trainer by Spartan Gear Global Institute - Kuwait in 2016, recognizing proficiency in fitness instruction and training program design. Also certified by the Public Authority for Sport - Kuwait as a Stage 2 Athletic Referee, demonstrating advance knowledge in sports regulations and officiating.
Certification
Leadership Certification - Global Franchise Training Group
How to Sell Certificate - Global Franchise Training Group
Timeline
Trainer
Zain Kuwait
04.2024 - Current
Contact centre representative
Zain Kuwait
04.2019 - 04.2024
Customer service representative
National Aviation Services
09.2017 - 03.2019
Diploma of Higher Education - Banking
College of Business Studies
09.2014 - 01.2017