leen dali
@leendali
Customer care training specialist driving UAT, team performance, and digital learning solutions.
What I'm looking for
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
Training Specialist
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.
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.
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.
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.
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.
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.
Availability
Location
Authorized to work in
Job categories
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