- Enabled dynamic data insights empowerment to end users through the use of Power BI which eventually encouraged the increased use of data as a decision influencer.- Built a fully automated Power Bi dashboard/solution capturing IT failure incidents through out the department, which further calculates instantly MTTR, MTTA, MTTF, WMH lost and associated costs.- Review and evaluate existing and new potential contact center vendors contracts/offers.- Developed a granular level descriptive real time dashboard that showcases customer flow through all digital channels and calculates in real time forecasts, order volume Impact , expected waiting times , WIP, and SLA win/loss scoring probability. - co developed the IVR intelligent customer journey status notification.- Successfully Re engineered critical customer requests processes, toadd value and optimize the speed and quality of services.- Successfully dissipated and streamlined numerous process and techbacklogs that increased eventually the SLA rating and customer satisfaction.- Conduct coaching and training to line staff.- Analyze CRM data to zoom target outbound calls campaigns, and other notification channels- Assist in evaluating daily calls, e-mail, chat , and service transactions.- Assist in producing training and manual materials- Assist in the design of the evaluation scoring distribution.- Investigate complaints and accordingly advise and update training.- Assist in designing the e-mail and chat channels' customer satisfaction rating, tagging, and (e-mail to process) functions.- Assist in designing the e-mail channel supervision and quality monitoring application.- Duly engaged in Website/application UAT and further back office website/application request processes testing.- Assist the quality team in all the division's daily support functions.- Conduct coaching and training to line staff.

- Phone point of contact of the company.- Lodge and forward numerous types of Utility service complaints such as: Bill complaints, electricity and water service emergencies to the relevant departments,including coordination.- Process business related functions such as :account opening, account closing,account transfers,billing processes,Refunds, customer information updates, technical appointments, site inspections.- Provide CRM support to ADDC online e-services portal.- Assist and guide through web portal based ADDC customers.- Handling the company contact center e-mail correspondence channel. - Handling the chat correspondence channel.

- Run forecasts following the analysis of products movement (around 2000 SKU) through historic sales orders, and distribution nodes swaps.- Run ABC analysis (Pareto) to advise further the quantity composition from the supplier.- Align import sequences to demand projected.- Assist in digitizing and semi automating the purchase orders workflow with the suppliers through setting workflows, formulas (Min/Max, Re-order points) and decision triggers.- Advise CRM and pricing recommendations.- Managing of the processes, FX risks and operation costs through customized Zoho books ,zoho inventory , and Zoho creator.- Projects that are currently under way are as follows : A simple Kanban and token system to efficiently decentralize the distribution system in addition to a simple bill of materials for final products assembly and clearer visualization of market demand.

- Prospect and qualify potential buyers.- Meet and develop B2B relationships.- Close supply cycles and prepare after sales support.- Handle all the regional operation related administrative functions such as material selling, handling, storage, and re-export.- VMI relationship management.

- Acted as the head operations designer. The operation was consisted of chains of service providers, short finance nodes, and numerous travel agencies. Successfully managed the common clearing accounts.- Initiated trade and payments guarantee guidelines throughout the supply chain. - Achieved in short time instant accurate service provision and weekly clearing excellence throughout the supply chain in decimal accuracy.- Successfully fully managed an annual turnaround average of eight million plus AED. Management of funds and accounts, included outflows, inflows with refunds being cushioned with well ample cash flow. - Successfully hedged profits through managing FX fluctuations risks, transfer restrictions.

- Played as an effective catalyst in devising various income sources without hindering core operations.- Acted as a main marketing researcher after establishment.- Expanded the use of data as a decision influencer throughout the operations.- Successfully placed the company in a competitive position.- Acted as the Lead new services designer and implementation supervisor.- Acted as the main general manager assistant.- Responsible of updating daily operations efficiency, through cost free/cost effective technology.- Coordinate a balanced monthly expansion of business through full integration with the finance department.- Negotiate business agreements with a wide chain of service providers. - Prepare periodic reports to the board of directors regarding the company Operations, Market status , and periodic risk assessment analysis.- Designing new cost effective modes of advertisements.- Training next line of staff and operations executives.