Mohamed R. Thomson

Mohamed R. Thomson Email and Phone Number

Head of Customer services and contact center @ Mowasalat Qatar
Doha, QA
Mohamed R. Thomson's Location
Doha, Qatar, Qatar
Mohamed R. Thomson's Contact Details
About Mohamed R. Thomson

I am a seasoned Customer Services strategist with over 23 years of experience, establishing, leading and delivering CRM Programmes and customer centric communications and service channels. My success stories included leading such Programmes at Showtime Arabia, Du Telecom, The Roads and Transport Authority of Dubai, The Public Works Authority of Qatar and the Ministry of Municipality and Urban Planning, Qatari Diar, the Real Estate Arm of Qatar and Mowasalat Karwa, the national public transportation carrier of Qatar.Extensive expertise in the following:• Business strategy formulation and cascading.• Customer management and communication channels design, implementation and management • Customer experience modeling• Business Transformation programmes• Providing subject matter expertise on CRM, contact centers, social media • Executive coaching • Assessment Centers and recruitment• Government processes improvement SUMMARY OF RECENT PROJECTSQATAR:Ashghal CRM and Customer Service Excellence Programme, delivering:- 24/7 fully staffed contact centre- 2 customer service centers- Fully functioning mobile app- Integrated social media channels- Emergency handling office- KPIS, SLAS, OLAS Lead a team of professionals and built the new Public Works Authority’s Fully functional, transactional and informational corporate website. Lead and project managed the design and implementation of an interim in-house CRM solution enabling the organization to receive and action customer requirements.Leading a corporate wide CRM and customer care team to integrate, consolidate and improve services provides by Ashghal entities, Lead, managed and created several international conferences for PWA.Specialties: Management consultant, executive coach, Customer experience consultant, project management, project implementation, change management, sales and training, customer services.Roads and Transportation,customer care management, Sales Management, operational consultancy, buiness consultancy, CRM strategy and implementation expertise, executive Coaching..

Mohamed R. Thomson's Current Company Details
Mowasalat Qatar

Mowasalat Qatar

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Head of Customer services and contact center
Doha, QA
Website:
mowasalat.com
Employees:
3411
Mohamed R. Thomson Work Experience Details
  • Mowasalat Qatar
    Mowasalat Qatar
    Doha, Qa
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  • Mowasalat Qatar
    Head Of Customer Services Contact And Command Centers
    Mowasalat Qatar Aug 2021 - Present
    Doha, Qa
    Leading strategic customer experience tranformation, creating brand new contact center, state of the art command and control center, a driver service center and managing driver financial perfomance and behavioural transformation. Process improvements technology improvements process automation PR and communications initiatives Internal processes improvements team development and skill enhancements
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  • The Public Works Authority (Ashghal)
    Advisor To The President
    The Public Works Authority (Ashghal) Jul 2010 - May 2022
    Doha, Qa
    Participated in the corporate strategy formulation team for the Public Works Authority (Ashghal) and participated in defining the vision, mission, strategic goals and objectives and corporate values of the Authority with intensive involvement in planning, design and cascading objective achievement projects and initiative to the operational level.Conducted comprehensive business performance analysis and prepared (current state Model) at the Public works Authority in Doha, Qatar and designed a comprehensive, 35 initiative change programme to provide the organization with the tools and systems required to transform the Authority into a customer centric, responsive organization.Lead a team of professionals and built the new Public Works Authority’s Fully functional, transactional and informational corporate website.Lead and project managed the design and implementation of an interim in-house CRM solution enabling the organization to receive and action customer requirements through its contact centre.Consolidated the entire services portfolio for internal and external customers and designed the processes for service delivery at the Public works Authority, Doha, Qatar.Lead a corporate wide CRM and customer care team to integrate, consolidate and improve services provides by Infrastructure affairs, Buildings affairs, Roads operation and Maintenance affairs and several major PMCS and GECS in order to control, and improve the customer experience at every level.Advised on the tenders for PR and Communication services, corporate videos and media relations and provided support to all major affairs and departments as a management advisor with a mandate from the office of the PWA President.Lead, managed and created several international, regional and local events and conferences on behalf of the Authority, working in partnership with major events and conferences organizers including MEED, IQPC, IIR and others.
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  • The Public Works Authority (Ashghal)
    Customer Service Strategist, Crm Programme Advisor & Business Process Owner
    The Public Works Authority (Ashghal) Sep 2016 - Dec 2018
    Doha, Qa
    A continuation of my strategic and operational role at the public Works Authority of Qatar as a natural progression of the comprehensive CRM Programme leadership and implementation. My responsibilities and mandate focused on the completion of the CRM Programme and delivery of the multi channel service provision including the 24/7 contact Centre, a dedicated customer web portal, 2 walk in customer service centers, a state of the art mobile application, and a CRM integrated social media platform in addition to end to end service automation drives.
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  • Qatari Diar
    Senior Advisor /Counsellor
    Qatari Diar Dec 2018 - Sep 2019
    Doha, Doha, Qa
    Sales & Marketing, CRM, Strategy and Customer Services Advisor
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  • Ministry Of Municipality Affairs And Urban Planning
    Advisor , The Minister'S Office. Customer Services, Pr And Communications. Change Management
    Ministry Of Municipality Affairs And Urban Planning Sep 2013 - Sep 2019
    Seconded to the office of H.E the minister of municipality affairs and urban planning with a mandate create, implement and quality assure customer centric strategies, projects and initiatives in 7 major municipalities across Qatar improving service and performance standards, enhancing total customer experience, human capital recruitment and training, implementing service process improvements and enhancing communications channels across all customer interface platforms.
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  • Roads And Transport Authority Of Dubai
    Chief Specialist Consultant Customer Services - Corporate Division
    Roads And Transport Authority Of Dubai Jan 2010 - Jul 2012
    Dubai, Ae
    A customer services expert role within the head quarters of the RTA supporting the CEO of corporate division and the Director and section heads of customer services deparment with subject matter expertise in CRM, operations, contact centres, strategy and branch management, systems and service delivery channels.
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  • Roads And Transport Authority - Dubai
    Chief Specialist Customer Care & Managment Consultant
    Roads And Transport Authority - Dubai Apr 2008 - Jan 2010
    A management & operations consultancy post at Dubai Public Transport Agency, direct report to the CEO of Dubai's Public Transport Agency and the Chairmans's office . Respnsibilities around strategy for customer care & operations across all Public Transport Entities, Busses, Taxis, Franchise Companies, Facilities, IT Services and input into major projects within public transportation such as Jorney Planner, AVM, AFC (automatic Fare Collection), Real time passenger information . Also providing advisory services on contact centres, recruitment and training, customer experience, and complaints management.
  • Rta (Dubai Roads And Transport Authority)
    Customer Care, Business Management, Planning And Development Consultant At
    Rta (Dubai Roads And Transport Authority) Dec 2006 - Feb 2008
    Customer care manager for Dubai Roads and Transport Authority, responsible for planning and development, customer research, customer experience, departmental organisation, strategy and process maping, business support for all customer facing areas including 56 Branches, one main customer services centre and contact centres.
  • Eitc (Du) Dubai.Uae
    Customer Experience Manager & Projects Manager
    Eitc (Du) Dubai.Uae May 2006 - Dec 2006
    Customer experience and project management in a lunch environment of the second largest telecoms company in the region. consulting on customer experience, customer services, projects management and implementation. Regional advise on local and regional trends and business best practice.
  • Showtime Uae
    Customer Experience Manager
    Showtime Uae Mar 2003 - May 2006
    Following a natural progression from large team amanagement providing customer services and sales functions, I was asked to undertake the position of customer experience manager, managing customer life cycle and enhancing customer experience and implementing quality assurance measures within the group. this role includes the creation of several projects at various stages of the operational process to ensure the provision of the highest quality of service, product and people performance.
  • Admiral Group Uk Ltd.
    Senior Account Manager
    Admiral Group Uk Ltd. Jan 2002 - Jan 2003
    Sales & marketing of reprographic and connected solutions for a lorge number of organizations around the UK. Trained by Ricoh & Toshiba.
  • Thomson Holidays Ltd
    Resort Manager
    Thomson Holidays Ltd Apr 1999 - Aug 2000
    Hannover, Lower Saxony, De
    Managing resort operations in Greece & Tunisia. Revenue generation via maximizing sales and paid services. Working with suppliers on developing an international standard of service and guest services.
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Mohamed R. Thomson Skills

Strategy Change Management Management Project Planning Team Leadership Program Management Project Management Management Consulting Business Strategy Leadership Training Strategic Planning Business Process Business Analysis Team Management Process Improvement Team Building Customer Service Business Development Negotiation Coaching Business Process Improvement Recruiting Customer Satisfaction Integration Cross Functional Team Leadership Business Planning New Business Development Sales Management Telecommunications Performance Management Human Resources Business Transformation Executive Coaching Problem Solving Operations Management Contract Management It Service Management Account Management Call Centers Microsoft Office Leadership Development Risk Management Outsourcing Stakeholder Management Project Implementation Vendor Management Social Media Usability Engineering

Mohamed R. Thomson Education Details

  • Hec Paris
    Hec Paris
    General
  • The University Of Huddersfield
    The University Of Huddersfield
    Business Management
  • The University Of Huddersfield
    The University Of Huddersfield
    Business Management

Frequently Asked Questions about Mohamed R. Thomson

What company does Mohamed R. Thomson work for?

Mohamed R. Thomson works for Mowasalat Qatar

What is Mohamed R. Thomson's role at the current company?

Mohamed R. Thomson's current role is Head of Customer services and contact center.

What is Mohamed R. Thomson's email address?

Mohamed R. Thomson's email address is mo****@****ail.com

What schools did Mohamed R. Thomson attend?

Mohamed R. Thomson attended Hec Paris, The University Of Huddersfield, The University Of Huddersfield.

What are some of Mohamed R. Thomson's interests?

Mohamed R. Thomson has interest in Social Services, Politics, Personal And Proffesional Website, Poverty Alleviation, Disaster And Humanitarian Relief, Human Rights.

What skills is Mohamed R. Thomson known for?

Mohamed R. Thomson has skills like Strategy, Change Management, Management, Project Planning, Team Leadership, Program Management, Project Management, Management Consulting, Business Strategy, Leadership, Training, Strategic Planning.

Who are Mohamed R. Thomson's colleagues?

Mohamed R. Thomson's colleagues are Omar Othman Badawi, Mohammed Forkan, Kelvin Ndege, Md Kobir Mdkobir, Chand Careerpoint, Mekonen Zerayesus, John Mutuku.

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