Eyad S. Rasheed Email & Phone Number

Dubai, United Arab Emirates

Responsible for the following in Service Design:Work with agencies and sectors In RTA to identify and redesign services based on a set criteria and qualification metricsRun a full cycle of service Design/Redesign of services and channels to discover, identify areas of improvements, Prototype and implement designCompletely finalized the development of a CX Strategy linked with the organizational goals, and setup the execution and performance models related to the… Show more Responsible for the following in Service Design:Work with agencies and sectors In RTA to identify and redesign services based on a set criteria and qualification metricsRun a full cycle of service Design/Redesign of services and channels to discover, identify areas of improvements, Prototype and implement designCompletely finalized the development of a CX Strategy linked with the organizational goals, and setup the execution and performance models related to the strategy, including setting up the Roadmap of strategic and operational projects and KPIs to measure performance and impactDesign new services and channels based on leading practices and services ecosystems based on a set criteriaManage change resulting from the redesign of services and channels to minimize and limit all undesired impacts on the organization and other parts of the service structureIdentify initiatives and success factors related to organisational service delivery to ensure highest impact on customer.satisfactionDefine the service design policies, processes and procedures that would support and govern the overall service design practiceDesign services and channels based on design principles such as: Proactive, Personalized, Digitally enabled, Seamless and others Show less

Abu Dhabi, United Arab Emirates

Experienced in Customer Service, multiple sectors Excellence and technology domains, focused in the Customer Advisory Services under Performance mprovement SL, where Businesses know that it is essential to attract, retain and grow profitable customer relationshipsRequirements of the Role:- Opportunity identification - Client relationship management - Pursuit lead - Team Management - Opportunity qualification - Project budgeting - Proposal preparation -… Show more Experienced in Customer Service, multiple sectors Excellence and technology domains, focused in the Customer Advisory Services under Performance mprovement SL, where Businesses know that it is essential to attract, retain and grow profitable customer relationshipsRequirements of the Role:- Opportunity identification - Client relationship management - Pursuit lead - Team Management - Opportunity qualification - Project budgeting - Proposal preparation - Functional/Technical Evaluation - Contract negotiation- Customer Experience Analysis - Customer Journeys design - Business Process Improvement - Strategy Development - Project Management - Resource allocation - Work in progress monitoring - Current State/Gap Analysis/ Show less

Abu Dhabi - United Arab Emirates

Abu Dhabi, United Arab Emirates

Muscat Governorate, Oman

Amman Governorate, Jordan

• Worked as a Consultant for CRM Modules, Performing Business Analysis, Design and Planning Future Business Needs for Customers' Projects.• Siebel 8 Consultant Certified Expert, Working on Siebel CRM 8.0 Industry/Cross Specific trends and Analytics.• Briefly worked as an HRMS Payroll Specialist.• Many Implementions in:- Oracle Contact Center, Advanced Inbound and Outbound Telephony.- Service Contracts and Service Level Agreements.- Teleservice, iSupport and Knowledge… Show more • Worked as a Consultant for CRM Modules, Performing Business Analysis, Design and Planning Future Business Needs for Customers' Projects.• Siebel 8 Consultant Certified Expert, Working on Siebel CRM 8.0 Industry/Cross Specific trends and Analytics.• Briefly worked as an HRMS Payroll Specialist.• Many Implementions in:- Oracle Contact Center, Advanced Inbound and Outbound Telephony.- Service Contracts and Service Level Agreements.- Teleservice, iSupport and Knowledge Base. - CRM Foundation Modules, Field Service and Marketing.- Siebel Contact Center and Service, Marketing and Loyalty.- Siebel Enterprise-wide Structure, Employee, Users and Access Management.- Siebel Tools for Object-Oriented, Web Applications Development and Deployments.• Worked on Oracle EBS 11i, R12, and their Personalization Features and ADF.• Business Development and Working on RFPs, RFIs and Proposals for Projects,• Many Project Implementations inside Jordan, Gulf and Africa in Telecom and Banking Industries. Show less

Amman Governorate, Jordan

• Worked as an Oracle Support Specialist & Consultant in the Oracle support Department , giving support for most of Oracle's products: - Oracle Databases (7, 8, 8i, 9i, 10g) and utilities. - Oracle Application Server (9i, 10g). - Oracle Collaboration Suite (9iR2, 10g).- Oracle Developer Suite (6i, 9i, 10g).• Performing Installation, Upgrade, Repair, Maintenance• Have the appropriate operational expertise in dealing with most Operating Systems such as Windows, Linux, and… Show more • Worked as an Oracle Support Specialist & Consultant in the Oracle support Department , giving support for most of Oracle's products: - Oracle Databases (7, 8, 8i, 9i, 10g) and utilities. - Oracle Application Server (9i, 10g). - Oracle Collaboration Suite (9iR2, 10g).- Oracle Developer Suite (6i, 9i, 10g).• Performing Installation, Upgrade, Repair, Maintenance• Have the appropriate operational expertise in dealing with most Operating Systems such as Windows, Linux, and Unix (Sun Solaris, AIX, HP ...etc). • Have the Appropriate Expertise in Oracle Development including Migrating from Previous versions such as 6i to Web Applications(9i, 10g), Show less

Masters Of Science, Service Leadership And Innovation, 3.9

Activities and Societies: ماجستير العلوم في الريادة والابداع في الخدمات Success in today’s global economy requires organizations to have.

Bachelor, Computer Information Systems (Cis)

The Computer Science Department was established in 1991 at the Faculty of Arts and Sciences. It became an important department.