Ahmad Muhammad El Dafrawi

Develop and implement annual agendas for HR strategy in line with the business plan. Create new job descriptions, and ensure all Job Descriptions are kept up to date. Recruit, interview, test, and select the right candidates, and maintain a succession plan for key positions. Administer performance appraisals, and coach managers on performance management issues. Administer compensation and benefits. Design and implement training plans. Measure employee satisfaction and identify areas that require improvement. Guide management and employee actions by developing, writing, and updating policies, procedures, and guidelines.

Accomplished marketing & sales human resources objectives by recruiting, training, assigning and reviewing job contributions. Achieved marketing & sales operational objectives by contributing marketing and sales information and recommendations to strategic plans and reviews and preparing and completing action plans. Met marketing and sales financial objectives by seeking out and targeting new customers and new sales opportunities, securing new business for the company, and initiating and executing new customer retention activities. Determined annual gross-profit plans by projecting expected sales volume and profit for existing and new products & monitoring costs, competition, supply, and demand. Managed and coordinated all advertising and promotional activities & plans. • Collaborated with the team that launched STEPS.

Prepared and delivered sales presentations to existing and new customers to maintain assigned account bases and develop new accounts. Analyzed corporate training needs and recommended training programs accordingly. Negotiated terms of business agreements and contracts with corporate clients. Liaised with the operations team in order to insure clients’ expectations are met and exceeded. Responded to customer concerns regarding training, operational and technical challenges offering professional advice and resolved customer complaints.

Analyzed training needs to develop new training programs or modify and improve existing programs. Conducted and arranged for ongoing technical training and personal development classes for staff members. Developed testing and evaluation procedures. Evaluated instructor performance and monitored the effectiveness of training programs, providing recommendations for improvement. Participated in hiring processes and decisions.

Orchestrated the fundamental planning, development, and operational & financial performance of the language center. Directed and oversaw activities involving marketing, sales, instruction, and customer service. Participated in staff selection processes. Motivated the language center team and guided their development through training, coaching, and feedback. Analyzed performance indicators and implemented action plans in order to meet cost, productivity, and quality goals. Contributed to the achievement of corporate initiatives & objectives. Ensured that the language center environment & appearance created a positive impression. • Improved classroom utilization from 77.05% to 85.00%. • Increased the number of groups per round from an average of 12-15 groups to 23-26 groups. • Increased enrollments per round from an average of 130-150 trainees to 200-225 trainees. • Improved customer satisfaction from 70% to 93%. • Helped establish a new goal-oriented & outcome-based performance appraisal system that proved to be efficient for both supervisors and employees. • Led the team that started up El-Mohandseen branch.

Managed the training and professional development of language instruction supervisors, mentors, testing unit specialists, and learning cycle specialists. Monitored and evaluated the performance of the corporate division supervisory team. Directed and guided the implementation of monitoring plans, induction plans, and action plans. Gave presentations and seminars on Berlitz history, teaching method, and language learning products to foster an awareness of Berlitz within the community. • Participated in the process of launching the ITI II project. • Revised the placement testing process and improved its accuracy by 8%. • Created a new reward and recognition plan for instructors to measurably improve their moral.

Managed the development of new instructors and delivered ongoing training. Monitored and evaluated instructors' performance to ensure consistent quality and total customer satisfaction. Oversaw the implementation of the Berlitz learning cycle to assure Berlitz standards and ensure customer retention. Conducted orientation and counseling sessions to help maximize the benefits of the language training provided. Developed and refined teaching materials and lesson plans. • Contributed to the success of three national projects: Egyptian MCIT Scholarship, Program of Developing 100 Schools, and Edu-Egypt. • Developed Berlitz Teacher Effectiveness Training course • Exceeded customer satisfaction targets through evoking the spirit of innovation and challenge and creating a respectful & productive work environment.

Conducted weekly briefings to outline information of interest to instructors, focusing on trainees' cognitive and behavioral problems. Reviewed lesson plans and organized peer observation sessions. Monitored instructors' and trainees' attendance & punctuality. Checked and reported on pedagogical cards. Assumed all responsibilities of regular testing unit specialist, including conducting placement tests, interviewing BBSA applicants, and reviewing evaluation sheets and progress reports. • Developed an incentive based motivation technique that gave trainees a powerful urge to use the target language exclusively eight hours a day, five days a week. • Implemented teacher-of-the-month strategy to enhance team performance.

Instructor of English Taught Berlitz English, Marketing, Report Writing, and Business Correspondence. Coached students for meetings and presentations. Served as Career Advisor to trainees willing to become more marketable. Designed lesson plans and classroom activities. Reported on trainees' progress and conducted assessments & exams. • Exceeded customer satisfaction targets by enhancing the learning experience and increasing trainees' interest in the core material through incorporating varied & interesting tasks and activities.