Volunteer professional service to support Dubai Government’s Department of Economic Development that aims to improve the business environment. The Dubai Quality Award (DQA) adapts an assessment framework on organisation applicants, from both private & public sectors, based on the Excellence Model of the European Foundation for Quality Management (EFQM).Dubai Human Development Award (DHDA) aims to recognise and reward the HR initiatives taken by individual business organizations towards achieving Dubai Human Development goal.These are prestigious award bodies equivalent to Malcolm Baldrige National Quality Award (MBNQA) in the USA and EFQM Excellence Award in Europe.

EFQM EXCELLENCE MODEL IMPLEMENTATION & ASSESSMENTImplemented the European Foundation for Quality Management (EFQM) Business Excellence Model complemented other organizational frameworks such as Risk Management, Strategy, Innovation and Corporate Happiness Framework. It resulted to winning prestigious Dubai Quality Award and Dubai Human Development Award. Brought about significant improvements from the insightful feedback reports. Responsible to monitor improvements and report to management.AWARDS SUBMISSION DEVELOPMENTFocal point in developing submission documents to showcase the organization's successes. In 3 years, have developed 40 awards won by the organization in national and international arena. E.g. DQA, DHDA, UAE Innovation Award, Emirates Energy Award, Islamic Economy Award, Enterprise Agility Awards by Entrepreneur, Arabian Business Startup Awards, IDC Smart Cities Awards, multiple regional awards in HR, ICT and Environment/CSR etc.DEPARTMENTAL RECOGNITION PROGRAMA cyclical program to recognize departments achievements towards Excellence using EFQM Model. The departmental improvements contribute to the aggregate success of the organization. The success of the program contributed to achieving departmental and corporate objectives, prestigious external recognition and insightful call-to-action reportsEMPLOYEE RECOGNITION PROGRAMAnnually anticipated by Management and employees. The program is improved yearly with its recent benchmarking with government and private entities. It recognizes different levels of the employees from blue collar, Youth, Nationals and Management levels as well. Yearly increased participation, satisfaction of participants and Senior ManagementQUALITY ASSURANCEContributed in building the Quality Culture and maintenance of six ISO Certifications. Delivered internal audits as Lead Auditor to multiple departments, revised policies and processes for improvement and incorporation of digitization and embedding SLAs and KPIs.

The MERAAS Business Excellence functions within the Corporate Client Relationship Management (CRM), that is ultimately responsible for organisation-wide customer-related KPIs responsible for strategic initiatives around the processes and services related to CRM and relevant stakeholder departments. CUSTOMER JOURNEY MAPPING• Successful development of Customer Journey Maps for the conglomerate with multi-sector businesses and destinations. The maps correlated the customers experience with KPI metrics such as customer satisfaction, mystery shopping and quality assurance monitoring. • It was the basis of standards set for different brands and businesses understanding the Customer Experience (CX) from the moment of discovery, actual experience and exit. SERVICE STANDARDS DEVELOPMENT • Researched and developed further the service standards for customer-facing staff and destinations with the aim of delivering the conglomerate’s vision to deliver unique & world-class experiences • Conducted Quality Assurance audits based on approved service and products standards e.g. shops, malls facilities, guest services, etc. CUSTOMER SURVEYS AND SATISFACTION STUDIES • Pioneered the development of customer surveys online, sms, IVR and laptops. Developed the relevant questions to understand the clients journey within the destinations (e.g. malls, theme parks, events). • Analysed the needs of customers in terms of new products, services or sought-after brands and fed this back into the business for action. • Acted on escalated Customer Complaints as Service Excellence ManagerPOLICIES & PROCEDURES DEVELOPMENT • Wrote the department’s policies & procedures and supporting processes.

QUALITY MANAGEMENT SYSTEMS (QMS) CERTIFICATION AND INTERNAL AUDITING Achieved and maintained ISO 9001 certification with zero non-conformity from external auditors Delivered training and awareness for Management and staff to implement ISO 9001 standard clauses Facilitated the successful planning of full-year cycles of Internal Quality Audit and conducted majority of audits (33%) as a Lead AuditorPROCESS MANAGEMENT AND DOCUMENT CONTROL Designed the improvement of customer experience (Purchase and Redemptions) by mapping the process from end-to-end and embedding newly formed NBC Risk Framework  Project Manager for defining Service Level Agreements among the departments and processes.  Facilitated corrective action forums such as “Voice of Customer” to mitigate customer complaints CUSTOMER SATISFACTION AND FEEDBACK HANDLING Improved the overall handling of customer feedback, by involving stakeholder departments in their resolutions, developed guidelines for standardised communication and adapted Microsoft Customer Relationship Management (CRM) system  Improved turn-around times of complaints into average of 4 working days despite significant increase in cases as compared to previous years  Deployed online customer satisfaction survey with achievement of desired monthly sample responsesSTAFF ENGAGEMENT AND TRAINING  Developed and delivered trainings to promote the practical understanding of company Vision, Mission and Values; including Quality Policy and Governance Procedures. Other supplementary modules delivered are Who Moved My Cheese, Time Management Quadrant, SOP and Process mapping Coordinated continuous improvement, innovation and change programs through Project Management methodology and Suggestions Scheme (Ideas Arabia)

Jumeirah Group is a Dubai-based international luxury hotel chain and part of Dubai Holding.Significant role in strategic projects in setting service standards in a thriving hospitality management company, implementation of the Balanced Scorecard, preparation of Group-wide Excellence Award submissions and monitoring Performance Measurement.• Core Team Member of the Rationalisation Project with the following deliverables: i) developed the Jumeirah Group Luxury Hotels “Stay Different” Signature Standards, ii) JG Process Matrix for the Hospitality Management Business, iii) “Manage Guest Experience” Processes & Standards.• Written submission document entries for two cycles of Dubai Holding Excellence Awards (based on EFQM Model), which resulted to winning those awards. • Designed a revolutionised e-newsletter to report the projects, initiatives and company-wide performance figures together with the launching of new guest satisfaction survey (JD Power).• Supported performance mechanisms such as Mystery Guest Assessments, Telephone Test Calls and Customer Satisfaction Surveys, ISO 9001 Compliance and Balanced Scorecard. • Awarded “Colleague of the Month”, January 2007, Nominee “Colleague of the Year 2007”