Nehal Essam
Dubai
Summary
Learning & Development and Training professional with six years of experience in designing and delivering performance-focused learning interventions across real estate, customer service, and corporate environments. Skilled in identifying performance gaps, translating process and compliance insights into practical training solutions, and driving measurable improvement in employee capability and productivity.
Experienced in onboarding programs, soft skills development, coaching, SOP development, and performance tracking systems that enhance operational efficiency and learning effectiveness. Strong background in quality, internal reviews, and process analysis used as tools to support training impact and continuous improvement.
Passionate about building structured learning experiences that align employee performance with business goals while fostering a culture of accountability, efficiency, and continuous development.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Learning & Development Specialist
OIA Properties
07.2025 - 10.2025
- Leading the L&D function across departments for performance improvement
- Designing structured learning journeys aligned with business KPIs
- Managing training plans, budgets, and learning technologies
- Partnering with leadership to align development plans with organizational goals
- Tracking impact using dashboards, assessments, and performance metrics
Quality & Training Officer
DAMAC PROPERTIES
08.2023 - 07.2025
- Identify performance and process gaps through data review, observations, and structured analysis
- Analyze root causes of recurring issues and implement corrective and preventive actions
- Conduct internal reviews to ensure adherence to standard procedures and documentation accuracy
Develop, document, and standardize SOPs, process flows, and operational guideline - Build tracking systems and dashboards to monitor compliance, efficiency, and performance trends
Maintain audit-ready records, reports, and evidence of process adherence - Monitor operational efficiency, highlight waste, and recommend optimization actions
- Establish quality control measures to ensure consistency in execution across teams
- Use performance metrics and assessment results to drive continuous improvement initiatives
- Implement feedback loops and action plans based on findings and observations
- Support departments with data-driven insights to improve overall performance
- Ensure alignment with internal quality standards and best practices
- Promote structured approaches for capability development and performance improvement
Collaborate with stakeholders to enhance process clarity, accountability, and results
Freelance Instructional Designer
Upwork.com
01.2022 - Current
- Design end-to-end learning solutions including facilitator guides, participant workbooks, slide decks, and assessments
- Develop structured Train-the-Trainer programs to standardize training delivery across teams
- Create customer-centric learning programs focused on service excellence and experience improvement
- Apply ADDIE model to analyze needs, design content, develop materials, implement sessions, and evaluate effectiveness
- Use Bloom’s Taxonomy to structure learning objectives and assessment methods
- Design interactive learning activities, case studies, and real-work scenarios to enhance engagement
- Develop pre/post assessments to measure knowledge transfer and learning impact
- Customize learning content based on client requirements and operational challenges
- Conduct virtual workshops and support clients with learning material implementation
- Continuously improve materials based on feedback and evaluation results
QUALITY & TRAINING SPECIALIST
CUPOLA
12.2021 - 08.2023
- Conducted regular quality assessments of calls, chats, and case handling to ensure adherence to process, policy, and service excellence standards.
- Identified performance gaps and provided constructive feedback to enhance individual and team effectiveness.
- Collaborated with team leaders and managers to develop action plans for improvement based on quality trends and root cause analysis.
- Created and delivered training sessions, induction programs, and refresher workshops for both new and existing employees to maintain high-quality service standards.
- Assisted in designing quality monitoring forms, scorecards, and evaluation metrics aligned with business KPIs.
- Maintained accurate reports on performance trends and provided insights to management for process improvement.
- Ensured compliance with internal policies, customer requirements, and industry regulations.
SENIOR SPECIALIST - TRAINING AND DEVELOPMENT
CONCENTRIX (DISTRIBUTEL - CANADIAN OFFSHORE ACCOUNT)
11.2019 - 12.2021
- Responsible for training new customer service employees and supporting experienced employees to improve their performance.
- Evaluated client processes, employee performance and training progress to determine additional training needs.
- Developed soft skills by providing training in time-management, problem-solving, and effective communication.
TEACHER ASSISTANT / INVIGILATOR (PART TIME)
BRITISH COUNCIL
06.2017 - 06.2021
- Assisted candidates prior to the start of examinations by directing them to their seats and advising them about possessions permitted in examination venues.
- Invigilated during examinations, dealing with queries raised by candidates, and dealing with examination irregularities in accordance with strict procedures.
- Ensured all candidates have an equal opportunity to demonstrate their abilities ensuring the security of the examination before, during, and after the examination.
- Preventing possible candidate malpractice, preventing possible administrative failures, liaising with the examination officer and senior invigilator.
- Facilitated smooth-running classroom activities through effective collaboration with teachers.
BUSINESS DEVELOPMENT OFFICER
CENTRO
02.2018 - 11.2019
- Developed budgeting models with a focus on cost reduction.
- Drove product development efforts; innovation was noticeably boosted.
- Designed strategic initiatives to improve customer satisfaction and loyalty.
- Cultivated strong relationships with stakeholders for increased trust and collaboration.
- Led team training sessions, fostering professional growth and development among staff members.
Education
Bachelor of Business Administration - Economics
AIN SHAMS UNIVERSITY
CAIROSkills
- Problem-solving
- Communication skills
- Public speaking
- Team building
- Performance monitoring
- People development
- Technical and design risk
- Team empowerment
- Client relationship building
Certification
- Train the Trainer (TTT) Certification
- Six Sigma Certifications:
- Yellow Belt
- Green Belt
- Black Belt
- Certified Lead Auditor ISO 9001 (Quality Management Systems)
- Certificate in Developing a Customer-Centric Service Culture
Timeline
Learning & Development Specialist
OIA Properties
07.2025 - 10.2025
Quality & Training Officer
DAMAC PROPERTIES
08.2023 - 07.2025
Freelance Instructional Designer
Upwork.com
01.2022 - Current
QUALITY & TRAINING SPECIALIST
CUPOLA
12.2021 - 08.2023
SENIOR SPECIALIST - TRAINING AND DEVELOPMENT
CONCENTRIX (DISTRIBUTEL - CANADIAN OFFSHORE ACCOUNT)
11.2019 - 12.2021
BUSINESS DEVELOPMENT OFFICER
CENTRO
02.2018 - 11.2019
TEACHER ASSISTANT / INVIGILATOR (PART TIME)
BRITISH COUNCIL
06.2017 - 06.2021
Bachelor of Business Administration - Economics
AIN SHAMS UNIVERSITY