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Dina E. — Mid-Level Training and Operations Specialist from Egypt

Dina E.

Mid-Level Training and Operations Specialist

Egypt 3-6 years
Open to offersNew to Platform
Languages
EnglishArabic
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About

Dina E. is a Certified Trainer and Operations Specialist with over five years of experience in multinational, English-speaking environments, particularly within the healthcare, BPO, and education sectors. At Clipboard Health, Dina supported healthcare workers remotely, handling shift verification, payments, and compliance guidance. Her tenure at Teleperformance included roles as a Soft Skills and Sales Trainer and Subject Matter Expert on AT&T and Cricket accounts, overseeing training content creation, performance evaluations, and operational management. Through her freelance roles on Upwork and various workshops, she delivered adult-focused training content development and gamification design. Additionally, Dina possesses experience in instructional design, behavior analysis, and medical interpretation, with a background in public speaking through regular appearances on Nile TV International discussing sustainable development.

Experience

  • Worker Operations Specialist

    Clipboard Health · 2023 — 2025
    Supported healthcare workers via live chat and email while managing shift verification and payment processing. Handled attendance-related appeals and account restrictions, and provided guidance on independent contractor contract taxes and qualifications. Troubleshot issues related to the Stripe payment account, including negative balance cases, and addressed difficult scenarios such as DNRs, account deactivations, and workplace conflicts.

  • Freelancer Trainer and Material Development Specialist

    Upwork · 2023 — Present
    Developed training programs and curricula tailored for employee onboarding and in-job training. Assessed training effectiveness and proposed modifications as needed, while collaborating with management to identify training needs and schedule sessions. Implemented monitoring systems for employee performance and ensured compliance with organizational standards during training.

  • Medical and Community Interpretation English-Speaking Trainer

    Future Group · 2022 — 2023
    Created and refined programs for employee training, analyzing effectiveness and making necessary adjustments. Worked closely with management to identify training needs and organized appropriate sessions. Provided coaching and mentoring for new employees, focusing on evaluations and areas for improvement.

  • Certified English Speaking Soft Skills and Sales English-Speaking Trainer

    Teleperformance, AT&T ISM Account · 2021 — 2022
    Designed interactive daily activities to enhance training topics and supervised behaviors within the training environment. Evaluated trainee performance and worked with training leads to adjust the development plan. Delivered reports to management, including handover and training assessments.

  • Subject Matter Expert

    Teleperformance, Cricket Account · 2021 — 2021
    Handled escalations and provided support during the nesting period. Conducted skill-based routing and held briefings and debriefings, coaching agents in escalated situations while reporting performance to supervisors for operational improvements.

  • Subject Matter Expert

    Teleperformance, AT&T ISM Account · 2020 — 2021
    Managed escalations and provided on-job training while conducting briefings and debriefings with agents. Utilized SMART techniques for coaching and reported performance metrics to supervisors to support operational enhancements.

  • English Speaking Billing Inbound CSR

    Teleperformance, AT&T Account · 2020 — 2020
    Focused on achieving monthly KPIs, including VOC, Sales, AHT, and absenteeism. Consistently met targets, resulting in a promotion to Subject Matter Expert.

  • Freelancer Workshops Trainer and Facilitator

    Cairo · 2020 — Present
    Delivered various gamification-based training sessions for adult learners, covering topics such as conflict management, corporate social responsibility, and business ethics.

  • Sustainable Development TV Guest and a Public Speaker

    Nile TV International, Maspero · 2019 — Present
    Participated biweekly as an English-speaking guest, discussing sustainable development goals aligned with the United Nations agenda on live broadcasts.

Skills & Expertise

Training and EducationTraining Material DeveloperEmployee OnboardingCustomer ServiceProject ManagementSAP FI (Finance)

Education

  • Bachelor’s Degree
    Mansoura University · — — 2023

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