Ismael Shameem Etowar
Summary
Corporate Trainer with more than 30 years experience in the banking sector coupled with strong commitment to delivering impactful learning experiences. Adept at fostering team collaboration and driving performance improvements. Skilled in curriculum development, public speaking, and utilizing innovative training methods. Reliable and adaptable, consistently meeting evolving organizational needs.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Teller
MCB Group
11.1992 - 12.2002
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
Customer Service Representative
MCB Group
01.2003 - 12.2005
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Methodology & Delivering Specialist
MCB Group
01.2006 - 10.2010
- Followed all company policies and procedures to deliver quality work.
- Design new processes and review existing ones to enhance efficiency.
- Conducted post-project evaluations to identify areas of improvement, applying lessons learned to future initiatives for continuous growth and development.
- Streamlined data collection processes by implementing efficient tracking systems, leading to more accurate reporting and analysis capabilities.
- Supervised junior team members by offering mentorship, constructive feedback, and opportunities for growth within their roles as Project Associates.
- Partnered with project team members to identify and quickly address problems.
- Monitored project progress, identified risks and took corrective action as needed.
- Reported regularly to managers on project budget, progress, and technical problems.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Corporate Trainer
MCB Group
11.2010 - Current
- Design and deliver training to MCB Group employees both in local and overseas subsidiaries.
- Enhanced corporate culture by conducting team-building activities and workshops.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Monitored compliance with mandatory training requirements, reducing regulatory risks for the organization.
- Collaborated with department managers to identify skill gaps and develop tailored training solutions.
- Developed training programs to meet company objectives.
- Supported company growth by designing targeted training programs for new hires.
- Optimized training materials using a variety of multimedia formats, such as video presentations, e-learning modules, and written manuals.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Learning Management System (LMS) administrator
Education
School Certificate -
Eden College
Rose HillHigher School Certificate -
Eden College
Rose HillSkills
- Customer relations
- Problem solving
- Analytical thinking
- Quality assurance
- Advanced communication
- Team collaboration
- Knowledge sharing
- Process optimization
- Time management
- Problem-solving
- Written communication
- Data analysis
Certification
- Corporate Trainer Certified - Management & Strategy Institute - Pennsylvania USA
- Associate Project Leadership - University of Mauritius & Team SYNthesis - Mauritius
- Train The Trainer (NQF Level 7) - University of Stellenbosch - South Africa
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Timeline
Corporate Trainer
MCB Group
11.2010 - Current
Methodology & Delivering Specialist
MCB Group
01.2006 - 10.2010
Customer Service Representative
MCB Group
01.2003 - 12.2005
Teller
MCB Group
11.1992 - 12.2002
School Certificate -
Eden College
Higher School Certificate -
Eden College
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