Saadia Bokhari Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Whether B2B or B2C, the sales growth and profitability of a business relies on customer acquisition and retention. Research shows that 82% of companies agree it’s 7 times cheaper to retain a customer than to acquire a new one. Yet, 44% focus company resources on acquisition rather than retention.The goal of achieving Customer Service Excellence for any business is to increase repeat customers and qualified referrals from existing customers. And the fastest route to delivering good customer service and sales excellence is to build a culture of high employee engagement.As a corporate trainer, I deliver Management and Leadership programs that help develop the skills to improve team performance and productivity through highly engaged employees. In my role as a Customer Experience (CX) Consultant I help identify blockages in the business process value chain; whether due to lack of optimized digital workflows and customer service training or a toxic workplace culture leading to people “relational” issues.As a Customer Experience (CX) Consultant I work with:✅ Business Owners & C-suite –to get buy-in from key stakeholders to support and implement a Customer Experience strategy.✅ Managers & Team Leaders – to coach them on building a workplace culture of empowerment and transparency to improve employee engagement ✅ Customer facing Sales & Service Teams – by delivering tailored Customer Service and Sales Excellence workshops designed to create improved customer journeys and sales performance.

Dubai, United Arab Emirates

Responsibilities: • Deliver Open Training Programmes • Deliver Customized Learning Solutions for clients which includes:✅ Needs Analysis and identifying desired outcomes✅ Design learning objectives and topics to be delivered✅ Develop and sequence activities to fulfil these objectives✅ Implement by delivering the learning interaction, virtually or face to face✅ Evaluate how participants were impacted by the program and its effectiveness

Dubai, United Arab Emirates

Project: National Marine Dredging Company, a large semi-government organization Responsibilities:• Needs Analysis – review and analyze competency frameworks, understand roles and responsibilities, formulate solution journeys• Content creation – research, customize and develop content • Execution - delivered Management & Leadership Development workshop for 200+ employees; ACHIEVEMENT - received 90% learners' satisfaction rating across all cohorts

Dubai, United Arab Emirates

Visible HR is an HR Outsourcing Consultancy connecting experienced HR Project Consultants with organizations looking for HR Solutions at a competitive project cost while benefiting from deep HR expertise and high quality delivery. Visible HR consultants typically have an average of 20 years’ experience globally and across the GCC.Projects executed with Visible HR include: ✅ National Food Products Company • Built and delivered a competency matrix assessment for 55 Sales personnel designed to identify high growth potential candidates.• Delivered a program on Health and Safety, Work Ethics & Integrity for 100+ employees at their state of the art production facility in Kizad, Abu Dhabi. • Basic and Advanced Excel training for 150 Managers and Supervisors from across the organization✅ Blue Guard Middle East - A Lifeguard and First Aid Training Company • Delivered a program on Professional Development, Organization Skills, Sales Techniques and Business Writing✅ Developed a Soft Skills Training Program outline for firefighters for a tender submission for Fire & Rescue Services for a global service provider. For more information about how to reach one of Visible HR's experts, please reach out https://www.visiblehr.com/

Bouldvard Plaza Tower 1, Downtown, Dubai, U.A.E

Following a consulting project, I was invited by the CEO to join as Head of Operations to improve operational efficiencies aimed at delivering a better level of customer service to corporate clients.Key Responsibilities:• Streamline internal processes and procedures to improve efficiencies and TAT’s• Maintain existing clients; reduce churn • Recruitment and training • Develop relationships with local and international insurance providers • Drive sales growth through improved customer service

Dubai, United Arab Emirates

Reporting to the CEO, this role required me to set up the call-centre and develop an effective go-to-market strategy for this new Pay-TV business.Key Responsibilities: • Recruitment, training & set-up of a multi-lingual call-centre• Implementation of policies and procedures to maintain the highest service levels• Sales operations including recruitment and training of teams in UAE and KSA Achievements:• Conducted roadshows in Riyadh, Jeddah and Dammam, delivering presentations to distributor networks to launch the My-HD channel offering in KSA. • Negotiated licensing distribution contracts with Fox International Channels for National Geographic HD, Nat Geo Wild and other channels. • Developed and introduced KPI’s for the call-centre to improve service levels and sales conversions.

Dubai, U.Ae.

Spotting a gap in the market from a lack of fine dining options for Pakistani cuisine in Dubai, I launched this restaurant which became known as a place to enjoy a truly authentic Pakistani dining experience.My role involved establishing the business, designing the menu, developing a client base and supervising off-site catering and logistics management with a team of 15 staff. I personally managed the direct marketing, sales and social media marketing for the business and restaurant.The corporate business grew to the extent that 70% of our client base came from repeat business while we managed to grow sales at a YOY rate of 40%.

Dubai, United Arab Emirates

Reporting to the COO, this role gave me P&L and management responsibility of all business functions for the region: Sales, Distribution, Operations, Advertising Sales, Marketing & Promotions and Finance. It also required ensuring compliance to News Corps’ Corporate Governance Guidelines.Managing relationships with regional partners was key to maintaining and growing revenue contribution from the Middle East. A key relationship was with Arab Digital Distribution (ADD, owners of the “Pehla” brand), STAR’s distribution partner for 16 channels. Others included key distribution partners in the GCC (BRTV, Qtel, Etisalat) and cable distributors in Africa. A key achievement in this role was generating incremental revenue from local advertisers by hosting Bollywood movie premieres, with the stars for the films in attendance. Top advertisers were invited to “meet and greet” functions and contests were arranged for fans and viewers. This attracted budgets from other competing channels towards STAR’s flagship channel, STAR PLUS. Another milestone for the region was the local production of a 30-minute TV show aired on a prime time slot which was successful in driving advertising revenue.As Senior Regional Sales Manager from 1997 to 2004, I built an alternate revenue stream for STAR TV from commercial re-distribution into hotels by cultivating key relationships with local and international hospitality chains (Intercontinental Hotels Group, Jumeirah, Accor, Le Meridien, J W Marriott, The Fairmont). I replicated this success with local developers (eg. ARENCO, Bin Lahej) with distribution of STAR channels into residential and furnished apartment properties. My tenure at STAR involved extensive international travel as well working closely with STAR Group’s senior management team in Hong Kong. This provided with me with invaluable learning and exposure to management and leadership best practices that have helped me to grow and develop as a professional in my own right.

High School & "O" Levels, 1St Division

Activities and Societies: Elected Head Monitor (Deputy Head Girl) in graduating year. Member of The Drama Club. Active participant.

Bachelor’S Degree, Economics, History, Political Science

Bachelor of Arts Degree