• Establishing Customer Success & Experience section.• Developing and executing strategies to seamlessly integrate and optimize customer engagements with actionable plans to deliver positive, meaningful experiences and ensure that they are derived from the long-term plans of corporate strategy• Develop CX and DX Policies and Procedures.• Define CX Maturity level and develop initiatives to elevate the CX maturity.• Analyze the customer feedback at various touch points, and collaboratewith cross-functional teams to identify opportunities for improvement and enhance overall customer experience.• Cooperate with other departments to create and maintain comprehensive Customer Journey maps illustrating the end-to-end Customer Experience, identify pain points, gaps, and opportunities for improvement.•Utilize data-driven insights to support decision-making.• Work closely with internal stakeholder’s to ensure a consistent CX across all touch points.• Establish KPIs index covering every stage in the customer journey to measure the success of customer experience initiatives. • Promote a culture of CX by launching a VoC framework and ensure reflection in the individual performance.• Develop a tools and mechanisms to collect customer feedback and measure their satisfaction (CSAT). • Ensure budget is allocated particularly to CX projects based on CX requirements and needs.• Ensure that section's organizational size and design can allow the section to operate and function efficiently.• Conduct customer visits to gauge their level of satisfaction & identify their priorities. • Drive ongoing market research (questionnaires, focus groups, surveys, etc.)• Design training and motivation initiatives to drive customer centricity. • Conduct a quarterly business review with key customers to ensure their complete satisfaction and maximize the value ofthe products and services provided to them• Measure the partner's satisfaction levels to ensure a healthy relationship

As a judge for the Gulf Customer Experience Awards 2025, I have the privilege of evaluating some of the most innovative and impactful customer experience initiatives in the region. My role involves: 1. Reviewing detailed submissions from organizations across various industries, ensuring that their strategies, processes, and results align with excellence in customer experience. 2. Using a structured scoring framework to assess entries based on specific criteria such as strategy, innovation, implementation, and measurable outcomes. 3. Offering constructive insights and recommendations to participants, helping them enhance their strategies and strengthen their commitment to customer success. 4. Engaging in discussions with fellow judges and industry leaders to share perspectives and contribute to shaping the future of customer experience excellence.This role not only allows me to recognize outstanding achievements but also inspires me to continuously elevate the customer experience standards in my own work.

مجتمع نخبوي يضم الخبراء والمختصين في مجال تجربة العميل

أول جمعية أهلية متخصصة في مجال تجربة العميل في المملكة العربية السعودية تسهم في رفع الوعي في مجال تجربة العميل وتمكين المجال والمهتمين مع جميع القطاعات.https://cxa.sa

Build a fund-wide Customer Care & Experience unit covering the following functions:• Customer Care Center:Develop a customer care plan in line with the strategic objectives of TDF and carry out daily CCC activities, including receiving and handling customer complaints, requests, and suggestions through various channels within a specified time frame and in line with TDS regulations and legislation.• Customer Experience:Build a customer experience strategy, conduct research to analyze customer behavior and preferences, and promote a culture of excellence and continuous improvement in all aspects of the Fund’s operations in coordination with the relevant Departments.• Quality Assurance & Awareness:Establish and maintain a quality system to ensure that TDF’s personnel, methods, processes, and procedures conform tointernal guidelines and regulatory standards. Also, defining and promoting a quality mindset across TDF, managing all QA functions, and working with relevant departments to deliver high-quality product

• Continue closely monitoring customer complaint trends and departmental performance to achieve at least a 95% average turnaround time (TAT). Optimize resource utilization by allocating tasks to team members and implementing various process improvement initiatives.• Delivering a seamless customer experience across all stages and touch points in a customer journey, leading to enhanced client satisfaction and following up on the implementation of CAPs with the relevant business.• Prepare and present departmental performance reports to top management and stakeholders for effective decision-making.• Collaborate with senior management in developing & alignment service structure in providing specific services to related banking strategy for enhancing customer satisfaction.• Conduct periodic process review exercises on business concerns to ensure continuous improvement and alignment with organizational policies and procedures.• Compliance with service levels across direct & indirect channels, always ensuring effective risk management by conducting Risk Control Self-Assessment (RCSA).• Host meetings with concerned business heads to minimize customer issues and fulfill their needs. Accomplishments:• Building the Customer Experience Unit in 2015. delivering measurable results such as increasing customer satisfaction level and comparing CX results (Voice of Customer) for complaint handling with internal evaluation results (Voice of Process) to improve customer service.• Organize one-to-one training sessions for SAMA & Internal team members based on the identified training needs and other related factors. Use root cause analysis techniques with respective business departments to minimize SAMA complaints by 50% and direct/internal customer complaints by around 80%.• Played a crucial role in implementing the Business Continuity Plan (BCP) and Business Impact Analysis (BIA) for Customer Care.

Manager Quality Assurance | Customer Experience | Customer Care

Quality Assurance Supervisor

Worked on oil and gas rigs, ensuring the properties of the drilling fluids are as required, optimising drilling and completion fluids and solids control equipment performance, Supervises third party drilling fluids service providers and the drilling company's personnel when supporting drilling fluids operations, Assists in cementing fluids preparations and tank management, Completes the daily Mud Report and end of section and end of well reports and maintains material inventories and movements which are to be carefully checked and closed out at the end of each drilling hole section and at the end of the well.

Quality Supervisor on production lines