Khaled H. Noman (Pmp®) Email & Phone Number

Riyadh, Saudi Arabia

Customer experience:My Role is to oversee and enhance the customer journey and experience at every touchpoint by leading a cross-organizational strategic roadmap. We aim to embed customer-centricity throughout the entire value chain, ensuring it is integrated into design, development, management, and communication processes. This approach strives to garner positive feedback from customer surveys.• Develop and execute strategies, process and standards for monitoring and enhancing the customer experience• Lead the monitoring of customer satisfaction, feedback and key performance indicators• Preparing reports of trending and insight on customer experience to be share with concerned stakeholders • Identify areas for improvement in customer service and interactions and initiate appropriate actions• Allocate resources effectively to support customer experience monitoring and enhancement efforts• Facilitate communication and collaboration among team members and departments involved customer interactions• contribute to the development of and execution of loing-term vision for customer experience improvement •Design and optimize customer journey across all meeting points•Plan and work closely with cross functional teams on eliminating all frictions to achieve a good customer experience•Promote customer-centric mindset and culture within the organization•Build strong understanding of the performance that impacts customers and steer it through different teams•Identify opportunities to delight customers through innovative ways•Experience with track recording in leading CX strategy, journey design, CX performance governance and analytics •Leading cross functional plans with strong problem solving and project management skills•Guide team in effective client issues resolution and handle any escalation•Develop listening points in the customer journey, define segmentation of customer base and varying strategies and identify opportunities for continuous improvement

Riyadh, Saudi Arabia

• Develop, Manage, utilize and control all Technology assets.• Managing the assets process store, utilize, install, uninstall & write-off/disposals.• Managed Technology supplier/vendor relationships.• Maintained good report and continuously relationships with key stakeholders.• Ensure delivery of assets/products/services as contracted and stipulated quality standards.• Register Network assets tracking their physical location/movements (NAS).• Lead and manage projects technical, contractual and financial wise.• Run, control and develop internal Centralized Network Automation System for network invoices (NAS).• Facilitating the requested data to manage the requests and coordinate responses between other departments.• Control project teams to align with proposed projects as per the business requirements.• Establish Corporate process.• Develop process for workflow & SLA’s, also segregate DOA’s to all parties.• Establish KPI’s to measure the project performance.• Setting KPI’s to measure employs performance.• Developed/ designed and enhanced forms on software applications (NAS & SharePoint) to use in invoicing or assets transferring process.• Developed process for assets write-off/disposal (shared point).• Developed process for assets transfer (NAS).• Worked closely with business teams in coordination with technology’s teams to ensure all parties are on the same page & as understood to finish business cases projects .• Developed and initiated projects including managing cost, schedule & performance.• Manage third-party system integrators (iconective system).• Monitor & control CAPEX & OPEX costs.• Worked with Business and Technology teams to ensure business strategy and project requirements are understood, delivered, and signed off.• Worked with key stakeholders to define activities to achieve and deliver the required output, and managed third-party system integrators.• Support and guide program developer to achieve program direction.

• Identify the plans & resources to meet the project goals by setting realistic timelines and checkpoints carried out.• Set the objectives and priorities the execution patches of project deliverables.• Controlled project timelines and communicate changes appropriately.• Established KPIs to measure the project performance.• Defined scope of projects and evaluate deadlines to implement changes.• Worked closely with vendors/contractors to establish comprehensive project Implementation functions and milestones.• Guided the Vendors/Contractors though the project and carried the responsibility for the task’s fulfillments and overall cross-functional activities.• Enhanced & improved the plans to achieve the project's best performance and efficiency.• Monitored and followed up the project through all related implementation activities.• Developed implementation methodologies to rein in project while meeting key milestone.• Managing civil, telecom, power & transport activities for expansion & for the network needs.• Managed & supervised all civil teams & civil activities.• Managed & supervised all telecom teams & activities.• Managed & supervised all power teams & activities.• Managed & supervised transport teams & activities.• Reports generator for the project & recommendations.• Monitored & controlled all parties outsource and internal resources.• Checked for risks & maintained/corrected/reported them.• Measured Project performance.• Managed the project teams (SAQ, Civil, Telecom & Power).• Solved unexpected technical difficulties.• Discovered & Solved tower load issue.• Discovered & Solved tower space issue.• Discovered & Solved power load issue.• Lead the teams (internal/external resources) more than 400.• Project was closed as per the plans & budgets.• Review & approve all documents related to project (invoices, contract, PAC, SDN etc.).

• Control programs/projects for the network as per Technology strategy to ensure projects / programs delivery on time.• Lead & manage contracts execution.• Develops (KPI’s) against short & long term Network plans/projects, and manage dash-boards (including status, risks & issues).• Register Network assets and track their physical location.• Analyze, identify and manage the inevitable program risks related to project implementation.• Lead and manage project close out: drive the close out (technical, contractual and financial).• Run, control and develop NAS System for network invoices.• Lead and direct on handling all internal/external audit requirements.• Act as ‘front door’ to Network Engineering.• Oversee projects delivery & manage project close out.• Control project teams to align the proposed product for business requirements.• Establish standards, tools and procedures for use on the project, including but not limited to Issue, Risk, Change and Information Management as part of continuous process to strive for improvement and optimization.• Led the coordination of Network Implementation processes creation and managed the implementation of them. Worked on division development and work processes enhancements.• Supervise and supply assistance to site vendors to ensure the work undertaken by vendors is aligned with organization standards policies and procedures.• Involved in trails for the network.• Involved in Indoor design/acceptance.• New Sites Selection (G900, G1800, U900, U2100, L1800, L2100, L2600).• New/Old Sites Configuration. • RF Designing.• Site Integration Report SIR Verification (2G/3G/4G/5G).• Consistency Network Check including EA.• Initiate/Revise SSO for Contracted Sites.• Managing NAS System (SSO, SAF, ISR and HO).• Initiate/Revise SAF for Contracted Sites Up on H.O. Readiness.• Issue DRF and Analyzing the KPI's.• Review/Evaluate Technical Site Survey Report (TSSR) for FDD/TDD.

Tabuk Governorate, Saudi Arabia

Managing Power Plant Stations

Education record

Bachelor'S Degree, Information Technology