• Spearheading Centro CDX's technological initiatives, my primary goal is to assemble and cultivate a high-performing team capable of delivering exceptional data-driven solutions and facilitating digital transformation for our clients.• I lead a dynamic team focused on delivering cutting-edge data solutions and driving digital transformation for mid and large organizations across diverse markets, with a particular emphasis on the KSA and USA markets.

• Main contributor in devising the company’s new structure and strategy after the rebranding.• Worked on refining our solutions and offering to include digital transformation solutions, hiring the required skills, and leading the market research activities to identify the opportunities in the global market.• Supervised the work of executives providing guidance and motivation to drive maximum performance.• Oversee the company’s financial performance, investments, and other business ventures.

• Develop and execute the company’s business strategies to attain goals on daily basics. • Provide strategic advice to the board and Chairperson • Prepare and implement comprehensive business plans• Plan cost-effective operations and market development activities• Establish company policies and legal guidelines • Build long term, trusting relationships with shareholders, business partners and authorities• Oversee the company’s financial performance, investments, and other business ventures• Supervise the work of executives providing guidance and motivation to drive maximum performance• Ensure a positive work environment• Ensure performance appraisal, training, and professional development activities • Reward performance, prevent issues and resolve problems

Head of support functions. > IT> HR> Facilities> Programs and Support

> Represents the call center as all business processes owner. > Applies practical application of standard business processes to the day-to-day activities and responsibilities across all of Operations and business units. > Manages the relationship between internal clients’ expectations and their counter department customers. > Responsible for the forecasting and reporting of staffing impacts that lead to meet SLAs. > Focusing on forecasts and reports call volume demand, directs the scheduling of staff based on historical and anticipated volume across all clients including long-term, medium term, and short term forecasting and scheduling.

o Manage site day to day operations through analyzing statistical daily reports from company departmentso Manage the Site per client requirements & contractual KPIso Responsible for planning annual target and achieving target for the site through supervising and ensuring that all unit teams are achieving their targetso Represent Company in internal and external entourageo Evaluates business initiatives through determining the appropriate organizational effectivenesso Analyze and evaluate site results and communicate issues, with the concerned interface via the proper communication way o Develop project plan based on site requirements, resources required, and manage program implementation o Monitor projects progress through auditing, facilitating or lead aspects of implementation as assigned to roll out projects deliverables with high standards o Create Analytical reports to Company board of Directors to take strategic decisions o Manage the identification and development of Company’s strategic objectives through analyzing company activities to be used throughout various organizational programs o Leads the development and implementation of company Success planning by aliasing with company strategic objectives to ensure all management staff has the necessary skills to jobs

o Role changed from managing the day to day operation to a more strategic position, as the company changed from a mid-size company to a multinational enterprise with 2 more branches in the US and one in Philippineso Manage and protect the relationship between Centro’s IT Operations Department and Centro’s Internal and External clients through continuous coordination with the different parties in order to provide the clients with excellent, reliable and innovative IT services and to maximize clients’ satisfactiono Maintain IT organization’s effectiveness and efficiency by monitoring and delivering the implementation of the strategic plan of the department to strengthening Centro’s IT Services value propositiono Leading all Clients projects through developing a project plan, drive execution and achievement of the right results to ensure successful deliveryo Develop a consultative relationship with each client through interacting directly with clients and improve business relationship in order to facilitate the transition out of implementationo Responsible for coordinating with all IT management staff to develop the processes to ensure achieving IT department objectives

o Built and structured the IT departmento Helped grow the company from 25seats to 500seats call center.o Grew the IT Team to over 30 members between System admins, Network admins, Information Security, Software developers, Help desk, Technicians and Technical writing teams. o Deal with all information technology challenges that comes with a growing company in an IT services based industry. o Set and manage a yearly IT budget of around $1 Milliono Planned and executed a successful complete company relocationo Work with clients to help them improve their business performance, increase productivity and profitabilityo Maintain organization’s effectiveness and efficiency by setting, monitoring and delivering the implementation of the strategic plan of the departmento Report directly to the CEO.

o Supervision of the PSM NAM team to ensure compliance to performance management targets and customer satisfaction.o Working as a Proactive Surveillance and Monitoring shift leader for North America region.o Review of all necessary reporting to ensure operational, SLA and customer support targets are met.o Provide professional technical support and troubleshooting for all issues received.o Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.o Provide update to the customer as needed to meet performance objectives.o Perform technical escalations in line with company policy.o To ensure cases are allocated to the most appropriate next level/organization as part of case flow process.o To monitor systems, customer networks and products, and deal with the alerts and events as appropriate.o To liaise with the other relevant departments E.g. Other GCSCs, Field operations, Telco, vendors Etc.o Document all troubleshooting and case management actions via the electronic case management system. To prepare technical reports as required.