Open to opportunities

leen dali

@leendali

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Customer care training specialist driving UAT, team performance, and digital learning solutions.

Syrian Arab Republic

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What I'm looking for

I seek a role where I can lead training and UAT, improve customer experience, mentor trainers, and use digital content to boost operational readiness.

I am a customer care training specialist with extensive experience designing and delivering in-house training, mentoring trainers, and managing UAT for new products and services.

At MTN Syria I led onboarding and upskilling programs, created assessments and quizzes to measure progress, and coordinated cross‑functional launches to ensure operational readiness.

My background includes hands-on call center experience, team leadership in retail, and practical skills in WordPress content management and basic graphic design to produce clear, engaging training materials.

I focus on measurable improvements in service quality and team confidence, applying analytical problem‑solving under pressure to drive process improvements and successful product rollouts.

Experience

Work history, roles, and key accomplishments

Current

Training Specialist

Current

MTN Syria

Jan 2023 - Present (2 years 10 months)

Supervise in-house training programs, mentor trainers, and optimize content delivery to enhance customer care performance; manage and coordinate UAT for new MTN products and offers to ensure seamless launches and operational readiness.

Training Delivery User Acceptance Testing Content Creation WordPress Mentoring Process Improvement Customer Experience

Customer Care Coordinator

MTN Syria

Jan 2021 - Jan 2023 (2 years)

Delivered targeted in-house training and TOT programs for new and current customer care employees, coordinated cross-functional testing of products and offers, and designed assessments to measure learning outcomes and service quality.

Soft Skills WordPress Customer Service Performance Tracking

Customer Care Representative

MTN Syria

Jan 2018 - Jan 2021 (3 years)

Responded to customer inquiries and complaints, provided tailored solutions, and conducted practical onboarding training for new hires to improve resolution efficiency and service satisfaction.

Customer Support Onboarding Call Center Operations Escalation Management CRM Communication Skills performance reporting

Team Leader

Tarek Ben Ziad

Jan 2016 - Jan 2018 (2 years)

Supervised retail team operations, sales, and customer service in a fast-paced shop environment, leading by example to improve service quality and team performance.

Team Leadership Retail Sales Customer Service Performance Management Staff Training Problem Solving Time Management

Kindergarten Education Graduate

Damascus University

Jan 2011 - Jan 2015 (4 years)

Completed a Bachelor in Kindergarten Education with participation in university-led kindergarten initiatives and educational workshops to develop early childhood teaching skills.

Early Childhood Education Curriculum Design Workshop Facilitation Child Development Lesson planning Classroom Management

Education

Degrees, certifications, and relevant coursework

Damascus University, Faculty of Education (Kindergarten Education)

Bachelor of Education, Kindergarten Education

2011 - 2015

Activities and societies: Participation in university-led kindergartens for employees' children and educational workshops.

Completed a kindergarten education program with participation in university-led initiatives such as kindergartens for employees' children and educational workshops.