Aly Halawa Email & Phone Number

Dubai, United Arab Emirates

Principal Accountability:Responsible for shaping the Customer Experience department's strategy, vision, and mission to align with the organization's objectives. Oversee and execute customer experience goals, achieving improved Customer Satisfaction Rate, Conversion Rate, and reduced Contact per Order. Drive the development of programs and projects to meet customer needs and ensure a seamless experience at every touchpoint. Manage cost center, implementing initiatives to reduce overall cost. Collaborate with stakeholders to drive Customer Obsession, Operation Excellence, and foster Employee Satisfaction. Mentoring and coaching team members to achieve their goals.Achievements: Developed and implemented customer success strategies focused on increasing customer retention, satisfaction (CSAT), and conversion rates across the MENA region. Led a team of 50+ customer success professionals across UAE and KSA, overseeing onboarding, training, and ongoing performance management to ensure seamless customer experiences. improved NPS by 20% through targeted customer success initiatives, identifying and addressing pain points across the customer journey. Collaborated with product and sales teams to launch new features, ensuring product adoption and alignment with customer needs, resulting in a 15% increase in product usage. Streamlined customer feedback loops, incorporating insights from customer interactions into product development and process improvements. Implemented KPI dashboards for tracking customer success metrics, creating performance scorecards to monitor team effectiveness and identify areas for improvement. Spearheaded cross-functional projects with tech and product teams to drive system improvements and enhance customer engagement across multiple platforms (web, app, IVR).

Dubai, United Arab Emirates

Principal Accountability:I led a specialized team at Amazon responsible for managing Enterprise Risk Management & Compliance (ERMC), focusing on sanctions investigations across the Amazon enterprise. Our mission was to ensure that transactions with individuals, entities, or organizations denied privileges by governments or international bodies were avoided. This screening was essential to prevent inadvertent engagement with parties involved in illegal activities, terrorism, or other harmful actions. Non-compliance could lead to penalties and reputation damage. Organizations utilized software to cross-reference customer data with denied party lists, . Regular screening, onboard checks, and investigation of potential matches were crucial steps in the compliance process. Staying updated on regulations was vital for effective denied-party screening. Developed and managed a team of 75+ multi-lingual risk investigators across multiple regions (UAE, KSA, EG). Designed and implemented a performance management framework, including KPIs and scorecards for continuous monitoring and improvement. Collaborated with cross-functional teams (legal, compliance, tech) to enhance risk management processes and tools. Led efforts to integrate data and analytics into the compliance management framework, improving decision-making and operational efficiency.

United Arab Emirates

 Managed customer support and success teams across MENA, ensuring exceptional service levels and driving key metrics such as customer retention and satisfaction (CSAT, NPS). Improved product adoption by collaborating with product teams to align customer onboarding and training initiatives with new product launches. Drove process improvements by integrating customer feedback into the customer support framework, improving resolution times by 30%. Led cross-departmental initiatives to enhance overall customer experience, collaborating with sales, marketing, and legal teams to ensure customer success at every touchpoint.

United Arab Emirates

United Arab Emirates

United Arab Emirates