♦ Responsible for overseeing SHARE member services operations in the MENA region.♦ Outsourcing (RFP) and overseeing the contact centre and training operations across MAF's ecosystem.♦ Managing the relationship of the outsourced vendor's contact centre, receipt scan, and other system vendors.♦ Established operational processes, SLAs, KPIs, and SOPs for the initial loyalty programme across the ecosystem.♦ Led implementing a new groupwide CRM system to provide a comprehensive 360-degree view of members across the entire group seamlessly.♦ Implemented various contact centre systems such as SAP C4C, Genesys, Zendesk, Sprinklr, Qualtrics, Infobip, Gravity, Power BI, and others.♦ Developed and executed a personalized strategy at the contact centre, focusing on proactive next-best-action offers to enhance member experience through system enhancements, integrations, and team training. Achieving a 43% year-over-year improvement in NPS score.♦ Conduct contract negotiations with loyalty program partners to ensure members receive the best experience and achieve the best SLAs, TAT, and KPIs.♦ Ongoing implementation of cutting-edge AI technologies to revolutionize member experience and drive significant improvements in KPIs.

♦ Overlooking the business development in the Middle East for all offered services: fleet management, information management, budgeting, credit risk management, and debt collection.♦ Responsible for Middle East operations as well as client and partner relationships.♦ Advising on export documentation and clearance for various types of commodities transported within the MENA region

♦ Manage the day-to-day operations of the store♦ Utilized state-of-the-art technology to manage the receiving processes, freight flow and replenishment transition, productivity results, and warehouse inventory♦ Conducted daily coaching and shift starting huddles to 50+ associates♦ Drove customer loyalty by coaching associates to consistently exhibit appropriate behaviors♦ Built a store environment that was sharply focused on consistently delivering exceptional guest experiences♦ Ensure quality, customer service, health, and safety KPIs are met♦ Interview & hire potential employees, motivate and conduct appraisals and performance reviewsValue Added:♦ Increased store after sale KPI by 30%; introduced a seamless return process♦ Introduced a cross-sell strategy which increased promotional sales products by 55%

♦ Start-Up Operation - outsourced and managed overseas call center for staff of 23+ agents♦ Managed operational CRM system enhancements to increase efficiency and better track customer’s behavior♦ Planned operational budget briefings to CEO & CFO♦ Streamlined resources; eliminated unnecessary staff positions, increased sales among remaining staff♦ Increased efficiency; directed and implemented standard operating procedure SOPs and streamlined process workflow♦ Managed the online payment gateway, online refunds, and daily sales reconciliationValue Added:♦ Decreased online fraudulent activities; by 40% - 2,000 USD monthly savings from airline chargeback (ADM)♦ Implemented all operational processes, call scripts and email templates which exceeded market standards

Etisalat - MORE Loyalty Program♦ Managed and monitored performance of Contact and Business Centers; provided customer service training and development to 170+ staff ♦ Developing and implementing business strategy and related policies to deliver best of breed loyalty through all service channels♦ Produced and presented monthly operational and partnership performance reports to higher management of Emirates Airline and Etisalat Telecom♦ Designed and implemented standard operating manual for all service delivery and Fulfilment processes ♦ Budgeting and planning call center headcounts♦ Handling customer complaints/issues by probing, analyzing and providing effective and cost-efficient solutionsValue Added:♦ Conducted regular research to measure member satisfaction and loyalty levels which helped to increase member loyalty to Etisalat by 70% over 2 years 2009 & 2010♦ Managed all operational CRM system enhancements to increase efficiency and better track members behavior♦ Organised Gala dinner events to engage Etisalat’s High-Value Customers (HVC) which built customer loyalty♦ Revamped complaint department - substituted monetary compensation with program reward points ♦ Implemented a hotline at Etisalat Business Centers that directly connects to the MORE service centre given high call priority. This initiative reduced agent cost at Business Centers by 70% and reduced member waiting time by 145%♦ Developed an internal process to collect member’s like to have partners for earn & burn and other feedback. This process assisted the partnership and marketing teams to focus on members’ interests and minimized agency surveys.♦ Implemented a Can-Do Training to motivate, empower and build self-confidence which reduced call escalation by 95% ♦ Successfully managed the MORE participation at Gitex exhibition for 3 consecutive years 2008, 2009 & 2010; working with agencies to hire promoters, uniforms, training the team and ran the 1 million MORE points draw

♦ Designed and created Skywards standards operating procedures, process manual and promotion page♦ Collaborated with staff to improve operating procedures for Skywards worldwide service centres; implemented regulations to standardize and ensure customer service consistency♦ Liaised with Product and Partnership department to develop new business partners♦ Managed departmental business contracts; ensured accuracy of documents ..................................................................................................................................VALUE ADDED:♦ Implemented TARS system to effectively monitor agent hours; improved accuracy of work-hour calculation as well as punctuality of employees♦ Improved efficiency; installed plasma screen on call-centre floor to show agent work status, enabled agents to monitor each other♦ Created website to update department on monthly promotion initiatives; website eventually distributed to all Emirates staff worldwide; awarded Mabrouk Silver Award for excellence