With a broad focus on Experience Management, I specialize in CXM, business/digital transformation, and analytics, enhancing customer and employee experiences with AI. I combine strategic vision with practical solutions, driving sustainable organizational change.Key Contributions:• Strategic Leadership in the UCQOL InitiativeAs Senior Project Manager for the University Consortium for Quality Online Learning (UCQOL), I led the project during COVID-19, managing diverse stakeholders… Show more With a broad focus on Experience Management, I specialize in CXM, business/digital transformation, and analytics, enhancing customer and employee experiences with AI. I combine strategic vision with practical solutions, driving sustainable organizational change.Key Contributions:• Strategic Leadership in the UCQOL InitiativeAs Senior Project Manager for the University Consortium for Quality Online Learning (UCQOL), I led the project during COVID-19, managing diverse stakeholders and unifying differing perspectives. I conducted a thorough Capacity Needs Assessment for a scalable digital education infrastructure. This initiative, crucial in the region’s educational digital transformation, will improve learning for over 300,000 students in the UAE and beyond.Consortium Members include the UAE Ministry of Education, Abdulla Al Ghurair Foundation (AGF), and leading universities such as the American University of Sharjah, Khalifa University, NYU Abu Dhabi, and others.• Sustainable Building Materials Company StrategyI developed the business strategy for a sustainable building materials company targeting significant market share. It involved market research, operational efficiency, innovative eco-friendly product development, strategic partnerships, and unique market positioning. The aim was to establish the company as a sustainable industry leader, meeting the rising demand for eco-friendly products. Show less

I drove significant improvements and innovation in customer experience and operational efficiency.My key contributions included:• Customer Service Strategy Development: Collaborated with teams to design cutting-edge customer service strategies. These initiatives enhanced our social and digital presence, resulting in a 20% increase in physical visits within six months.• Retail Boutique Concept Creation: Pioneered the development of a unique retail boutique concept… Show more I drove significant improvements and innovation in customer experience and operational efficiency.My key contributions included:• Customer Service Strategy Development: Collaborated with teams to design cutting-edge customer service strategies. These initiatives enhanced our social and digital presence, resulting in a 20% increase in physical visits within six months.• Retail Boutique Concept Creation: Pioneered the development of a unique retail boutique concept, facilitating global expansion into major cities, including New York, London, Milan, and Shanghai.• Operational Efficiency Enhancement: Advanced operational processes, reducing overtime by 40% and streamlining the workforce by 20%, significantly improving productivity.• Organizational Restructuring: Led the reorganization of management and operational processes, adapting to the challenges of rapid growth as the company transitioned from a small to a mid-size entity with over 100 million AED in revenue.• Marketing & Digital Strategy Revamp: Conceptualized and executed a comprehensive marketing strategy, modernizing the company’s digital footprint (including website, social media, portfolio, events, and activities) to enhance its competitive edge in the market.Key Project: Spearheaded the entry of the company into the retail market by developing a boutique concept in Dubai Design District (d3) in partnership with a global leader in tiles and ceramics manufacturing. Initially facing rejection due to its retail nature by d3, I re-envisioned the project to align with d3’s requirements and the company’s business objectives. The process included revamping the strategy, the CXM approach, venue design/layout, and establishing strategic partnerships. The revised concept received approval from d3 authorities. It was presented to their CEO as a benchmark for future collaborations. The success of this concept led to plans for international expansion. Show less

I spearheaded groundbreaking initiatives in customer service and customer experience. My role was pivotal in establishing the UAE’s first national/federal accreditation for customer service and customer experience, thereby setting a new standard in the industry. I led strategic collaborations and innovative program developments that drove the nation’s customer service excellence forward.My role included:• Establishing National Accreditation: Successfully launched the UAE’s first… Show more I spearheaded groundbreaking initiatives in customer service and customer experience. My role was pivotal in establishing the UAE’s first national/federal accreditation for customer service and customer experience, thereby setting a new standard in the industry. I led strategic collaborations and innovative program developments that drove the nation’s customer service excellence forward.My role included:• Establishing National Accreditation: Successfully launched the UAE’s first national/federal accreditation in customer service and experience, creating an industry-wide benchmark for excellence.• Stakeholder Collaboration: Forged key partnerships with industry stakeholders to develop innovative training programs, instrumental in achieving the UAE’s inaugural service experience national accreditation.• Training Program Coordination: Orchestrated the delivery of the first series of training programs, integral to establishing the national service experience accreditation.• Consultancy and Training Services: Developed tailored consultancy and training services in Customer Experience and Organizational Excellence, addressing the specific needs of local and federal governments in their pursuit of Customer Happiness initiatives.Key Project: Engaged in a high-profile collaboration with UAE’s National Qualifications Authority (NQA), Ulster University Business School (UK), the Forum (formerly known as the Professional Planning Forum), and Sentio, an Ireland-based CEM think tank. This partnership was pivotal in securing the first federally accredited Customer Service and Customer Experience training programs. I was privileged to deliver the certified training program to the NQA staff, marking a milestone in the UAE’s customer service sector.Key Clients:• Abu Dhabi Municipality• UAE Ministry of Human Resources & Emiratization• Abu Dhabi Courts Show less

As the Lead Project Manager and Senior Consultant, I specialized in enhancing Customer Experience Management (CXM/CEM), Customer Service/Care, and Contact Center operations across various sectors. My responsibilities included: • Project, Team, and Stakeholder Management: Led cross-functional teams, fostering collaboration, innovation, and operational excellence. Managed key stakeholder and client relationships, guiding projects to successful completion and promoting team… Show more As the Lead Project Manager and Senior Consultant, I specialized in enhancing Customer Experience Management (CXM/CEM), Customer Service/Care, and Contact Center operations across various sectors. My responsibilities included: • Project, Team, and Stakeholder Management: Led cross-functional teams, fostering collaboration, innovation, and operational excellence. Managed key stakeholder and client relationships, guiding projects to successful completion and promoting team growth. • Strategic Development & Operational Enhancement: Conducted evaluations, leading advancements in IT, CRM, ERP, HR, Finance, and Marketing, significantly improving CXM/CEM and customer journeys. • Operational Efficiency & Financial Robustness: Focused on efficiency, effectiveness, and ROI & P&L management, yielding marked improvements in performance metrics. • Pioneering Projects in Dubai: - Public Sector Customer Service: Raised service standards across 30 Dubai government entities, advancing the public sector’s CX. - Excellence Frameworks: Developed and implemented frameworks for Sheikh Hamdan’s Smart Government (Seven Stars) and Government Excellence (Customer Happiness) Awards, transforming Dubai’s service sector. - Expo 2020 CX Framework: Played a pivotal role in creating the strategic CX framework for Expo 2020, aligning CX initiatives with the Expo’s goals and bolstering Dubai’s global CX reputation.This role required strategic insight, operational expertise, and leadership, greatly impacting the evolution of customer service and customer experience standards.Key Clients:• Government entities: The Executive Council of Dubai, DEWA, DHA, RTA, Dubai Police, Abu Dhabi Pensions Fund, etc.• Corporate: SAMSUNG Middle East, Al Tayer Group, Dubai Islamic Bank, etc.• Regional Projects: Middle East Telematics Service (Toyota), HR Development Fund (KSA), Qatar Foundation, Hamad Medical Corporation, etc. Show less

I provided expert consulting services in various domains, including market research, data analysis, monitoring and evaluation, and business process optimization. My work primarily focused on educational development and strategic business management.Key projects and achievements include:• Global Educational Initiatives:- Collaborated with Ericsson on the “Connect to Learn” initiative, which was crucial in enhancing educational access for over 200,000 students across 25… Show more I provided expert consulting services in various domains, including market research, data analysis, monitoring and evaluation, and business process optimization. My work primarily focused on educational development and strategic business management.Key projects and achievements include:• Global Educational Initiatives:- Collaborated with Ericsson on the “Connect to Learn” initiative, which was crucial in enhancing educational access for over 200,000 students across 25 countries.- Co-designed this program’s monitoring and evaluation framework, connecting rural schools to a cloud environment with content from the Earth Institute at Columbia University.• Market Research and Strategic Analysis:- Conducted an extensive market analysis of the UAE educational sector for Canadian institutions, aligning with their strategic internationalization goals.- Authored an in-depth market report on the education and training landscape in the UAE for the Embassy of Canada in Abu Dhabi, providing valuable insights into business potential and opportunities.• Customer Experience (CX) and Customer Service (CS) Improvement:- Revitalized customer service and experience frameworks for a key regional manufacturer, achieving a 20% increase in customer satisfaction and addressing longstanding complaints.Through these projects, I demonstrated a strong ability to analyze complex data, understand market dynamics, and implement effective strategies to enhance business and educational outcomes. Show less

In this role I led initiatives that significantly enhanced operational efficiency and performance across the organization. My primary accomplishments included:• Operational Excellence Initiatives:- Championed systemic improvements in nine call centers, resulting in an 18% reduction in complaints and a 5% increase in productivity.- Oversaw the performance of a team of over 2000 agents, harmonizing processes to boost overall productivity.• Strategic Integration and Cost… Show more In this role I led initiatives that significantly enhanced operational efficiency and performance across the organization. My primary accomplishments included:• Operational Excellence Initiatives:- Championed systemic improvements in nine call centers, resulting in an 18% reduction in complaints and a 5% increase in productivity.- Oversaw the performance of a team of over 2000 agents, harmonizing processes to boost overall productivity.• Strategic Integration and Cost Optimization:- Orchestrated the integration of a sizeable unionized employee division, achieving over $1 million in operational expenditure savings.- Managed and optimized an $80M operational budget, meeting fiscal targets and improving financial performance.• Process Analysis and Improvement:- Conducted in-depth root-cause analysis to address budgetary and operational challenges, leading to the development of more efficient hiring plans and operational strategies.- Oversaw annual budget allocations for call centers, ensuring adherence to financial goals through strategic adjustments.• Research and Policy Implementation:- Undertook extensive research and analysis on procedures, processes, training, and behaviors to deploy cost-saving measures across a workforce of 600+.- Successfully implemented new policies, overcoming resistance to change, with lasting positive impact.This tenure was marked by my ability to lead cross-functional teams effectively, identify critical operational issues, and implement strategic solutions that drive significant improvements in efficiency and performance. Show less

As OEM, I was responsible for enhancing operational processes and efficiency through strategic initiatives and collaborations. My key responsibilities and achievements included:• Standard Operating Procedures (SOPs) Development:- Led the planning, creation, and implementation of SOPs, ensuring their effective monitoring and measurement. This included creating and revising essential reference documents to support SOP deployment.• Database Realignment and… Show more As OEM, I was responsible for enhancing operational processes and efficiency through strategic initiatives and collaborations. My key responsibilities and achievements included:• Standard Operating Procedures (SOPs) Development:- Led the planning, creation, and implementation of SOPs, ensuring their effective monitoring and measurement. This included creating and revising essential reference documents to support SOP deployment.• Database Realignment and Reporting:- Coordinated the realignment and redesign of main reporting databases, achieving less than 1% discrepancy in reports pre and post-restructuring.• Cross-Functional Collaboration:- Worked closely with departments such as Operations, HR, and PMO to identify and resolve process and procedural issues, enhancing overall operational efficiency.• Communication and Reporting:- Prepared and delivered various documents, reports, and presentations for executives, managers, and agents. Ensured effective communication across departments, including Legal, Labour Relations, and Human Resources, to address and clarify pending issues.• Training and Development:- Developed comprehensive training manuals and oversaw their delivery to both agents and managers, thereby enhancing skills and operational knowledge.This position required a combination of strategic planning, detailed process analysis, and strong collaborative skills to drive improvements and ensure operational excellence across the organization. Show less

Performance indicators monitoring:- Built a Weekly Scorecard for Senior Executives.- Tracked performance metrics and supplied explanations for discrepancies.Forecasting and planning:- Provided mid-term forecast adjustments to yearly plans for offline activities.- Gathered data from various departments to provide forecasts for next fiscal plan.Revenue tracking and billing:- Tracked projects that needed to be charged to other divisions and provided the Finance… Show more Performance indicators monitoring:- Built a Weekly Scorecard for Senior Executives.- Tracked performance metrics and supplied explanations for discrepancies.Forecasting and planning:- Provided mid-term forecast adjustments to yearly plans for offline activities.- Gathered data from various departments to provide forecasts for next fiscal plan.Revenue tracking and billing:- Tracked projects that needed to be charged to other divisions and provided the Finance Department with amounts for invoicing. Show less

- Trained agents on products and programs.- Coached agents on sales and marketing approaches/techniques.- Supervised/managed department of 250 people (acting-manager).- Sustained existing and fostered new client base (140% of target; own sales retention: 90%; overall retention: 200%).

- Led International Development initiative to find, approach and secure key institutional customers and partners in Canada and the US. Located regional markets, prospects and marketing approach for each segment. Managed portfolio of potential national and international clients and partners.- Assessed businesses in Canada, US and France to determine best suitable candidates for expanding company’s activities through acquisition or partnering. Short-listed and recommended candidates to… Show more - Led International Development initiative to find, approach and secure key institutional customers and partners in Canada and the US. Located regional markets, prospects and marketing approach for each segment. Managed portfolio of potential national and international clients and partners.- Assessed businesses in Canada, US and France to determine best suitable candidates for expanding company’s activities through acquisition or partnering. Short-listed and recommended candidates to Board based on financial solvency, market share potential, cost of absorption and technology compatibility. Show less

- Established consumers’ wireless needs and offer appropriate mobile product/plan.- Conducted field market studies and monitored competition (business intelligence).

Conducted study on the Council’s expenditures in marketing between 1958 and 1996 to identify trends and correlate with returns. Results were used by Council members in the following promotional activities strategic planning Session.

Book-keeping (including invoicing), contract preparation, schedule management (appointment taking) and office supplies management.