Mohammed Alameri, Msl, Pmp®, Cxpa Email & Phone Number

Abu Dhabi, United Arab Emirates

My primary role is to manage the assessment of Customer & User experiences through survey results and other feedback inputs. Ensure that customer queries and complaints are properly handled end-to-end.Monitor CX indicators and metrics in order to implement enhancements / improvements to the services.

Abu Dhabi, United Arab Emirates

I am dedicated CX expert holds a variety of backgrounds and skills -- skills like analytics, data science, and insights, to design thinking, UX, strategy and program management. I also was work closely with a blend of c-suite and functional leaders and business enablers that know how to truly operationalize CX into goals and processes that drive impact. On my career journey, I learnt that it is crucial to exudes empathy, serve as a great culture carrier, translate CX into business language, and always serve as an advocate for customers and employees alike.Key Accountabilities:• Based on VoC "Voice of the Customer" strategy, pinpoint customer satisfaction and behaviors for each journey point, uncover low satisfaction trigger, recommend journey/process improvements. • Drive customer experience and operational excellence programs delivery aligned to business objectives and outcomes.• Analyze customer intelligence insights to ensure smooth execution of end-to-end customer journey.• Identify customer pain points and recommend mitigations.• Develop data-driven analytical reporting using business intelligence visualization tools i.e., Microsoft PowerBI, Microsoft Visio, etc. to achieve autonomous customer management and operational dashboard.• Provide detailed project management reports to all internal stakeholders.• Collaborate with business heads to identify and assess bottlenecks and improvement opportunities identified via assessing effectiveness and efficiencies under each customer touchpoint and operational transactions.• Work with strategic business segments including GTB sales, DSU, and Marketing to ensure a well-optimized leads to sales journey.• Monitor availability and channel performance, revenue generation, budget utilization and take actions to be able to meet targets and department KPIs.• Develop and Implement SLA's for each touchpoint.

Abu Dhabi, United Arab Emirates

Based on the overall banking experience and more specific corporate support roles served, I have been given the responsibility to lead the Client Management & Digitalization initiative with a team of nine (9) support experts who have been handpicked from relevant areas within the bank to deliver best results. Working closely with the GTB leadership team and reporting into the Senior Vice President / Managing Director of Client Excellence, Digitalization & Customer Experience, I along with my team cater to the onboarding and execution requirements with zero friction and delivering seamlessly on the established KRIs. The responsibilities shouldered include providing the appended GTB and cash management solutions including but not limited to payments, liquidity, account services and collection to our clients based in the UAE and in other presence countries including Iraq, Sudan, United Kingdom, Egypt and Saudi Arabia.- Payment: (Cheque Digital Printing, Corporate Covered Cards, Salaries / Utilities & Direct Debit Setup)- Liquidity & Account Services: (Sweeping & Multi-Bank reporting)- Collections: (Smart Cash Deposit Machine, Cash & Cheque Pickup, Remote Cheque Scanning, POS, Charging DDA)- Handling Corporate Channels such as:o ADIB Direct Online, Mobile & Smart Watch Banking o Host-to-Host Integrationo SWIFT for Corporates o Business Branches, Couriers & Call Center

Abu Dhabi, United Arab Emirates

Specialties Earned:Good analytical and presentation skillsWide experience in MIS (advanced Excel user, Word and PowerPoint)Excellent communications and interpersonal skillsCustomer focused High ability to work under pressureTime managementKey Accountabilities of the role:• Provide support to new processes, customer journeys and tools to improve WBG customer experience.• Gather and encourage inputs from bank employees & customers about customer experiences to identify opportunities for improvements.• Analyze, document, track and report resolution of experience gaps across different touch-points.• Keep track of WBG customer experience through all channels, track issues and address all incidents which could lead to customer dissatisfaction.• Work closely with the WBG Service Delivery teams to resolve customer complaints and to identify root cause analysis with resolution.• Support in implementation a comprehensive service standards and customer initiative program to promote a quality service culture at all levels in order to enhance ADIB’s WBG customer’s experience.• Develop and foster customer satisfaction and consequently increase their loyalty.• Strengthen customer relationship through different strategies.• Increase revenue and sales by executing seamless service.

Abu Dhabi, United Arab Emirates

Specialities Earned:. Knowledge of Islamic banking trade and funding products.. Awareness of operational policy and procedures. Fair knowledge on anti-money laundering regulations.. Excellent Interpersonal and relationship skills.Key Accountabilities of the role:• Attend all type of customer queries and support the relationship management teams for quick killing or liaise with concerned team within ADIB to meet customer expectation on a timely manner.• Receive and review trade and funding applications/documents and submit to the middle office team as well as educate the customers for the correct documents.• Promote and cross sell e-ADIB and assist the Global Transaction Banking team for smooth implementation.• Reduce the turnaround time and solve problems by acting as coordinator and escalation point on behalf of both internal and external customers.• Support the back-office teams in branches and head office to streamline the transactions process and perform the MIFT as a RCSA.• Provide the customers with facility O/S report, account statements, copy of cleared cheques, TT swift messages.• Handling DDA applications by performing maker role and submit to checker’s approval.• Execute hybrid release transactions and coordinate with treasury team to obtain exceptional currency FX rate.• Handling Covered card, balance confirmation issuance and currency denomination.• Receive, log and attend customers complaints and submit the related report to the line manager.• Ensure all MIS reports are assigned well and submitted to the line manager on a timely manner.

United Arab Emirates

• Worked at Oregon State University OSU (Corvallis Campus) – Teaching Assistant (1.5 years)• Worked at New Mexico State University NMSU (Las Cruces) – Teaching Assistant (0.5 years)• Supervising BA students on their internships.• Write & Review Scientific Papers for BA graduates• Contribute in 10+ internships of BA, MA graduates

Abu Dhabi Emirate, United Arab Emirates

• Inspecting and guiding commercial and small farms for the best agricultural practices• Writing/presenting inspection reports to Sector Head monthly meetings and provide solutions, suggestions to overcome working obstacles.• Gathering updated information for farms owners and deliver their opinions/feedback to the Head of Department on the weekly meeting.• Leading three designated inspection officers/technicians on field visits and monitoring daily activities• Responsible to develop and train newly on-boarded officers on practical visits and facilitate all working guidelines and regulatory requirements.• Provide strategic solutions to senior management to raise owners and labors awareness in line with the government rules and regulations.

Fellowship, Statistics, 95

Master Of Arts - Ma, Strategic Leadership, 3.96

Distinction with honours

Diploma, English, Excellent

Bachelor Of Engineering - Be, Agricultural Engineering, 3.24