Aymen Battikh, Mba, G-Cem Email & Phone Number

Dubai, AE

Dubai, United Arab Emirates

• 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.
• 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.
• 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.
• 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.

Dubai, United Arab Emirates

• 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.
• 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.
• 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.

Abu Dhabi, United Arab Emirates

• 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.
• 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.
• 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.

Dubai, United Arab Emirates

• 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.
• 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.
• 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.
• 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.

United Arab Emirates

• 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.
• 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.
• 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.
• 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.
• 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.

Montreal, Canada Area

• 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.
• 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:
• 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.
• 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.
• 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.

Montreal, Canada

• 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.
• 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:
• 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.

Montreal, Canada

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.

Montreal, Canada

- 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%).

Laval, Canada

- 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.

Montreal Area, Canada

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

Madrid, Spain

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.

Montreal, Canada Area

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

Master Of Business Administration (Mba), Ai And Cx

Research Subject: Impact of Artificial Intelligence Systems And Tools Used In Customer-Interacting Channels On Customer Experience

Bba, Marketing & International Management

Activities and Societies: Business Relations Association (SRA) || VP Marketing, X Commerce Games Organizing Committee 1998 Commerce Games.