Overseeing general office operation.Providing high-level executive supportto the CEO as well as administrative and logistic support to the Board and day-to-day office.Liaise with government, research and practitioner stakeholders, including Ministers Offices and CEOsWorking with high-level of confidentiality regarding information when it comes to engage with government, and community service stakeholders.Ensure successful participation in government e-tendering process and submission of Commercial Quotes.Producing reports, composing correspondence, and drafting new contracts.Supervising, mentoring, training, and coaching our office staff and delegating assignments to ensure maximum productivity. Creating presentations and other management-level analytical reports.Coordinate appointments,meetings, emails, calls and travel management, and prepare correspondence, documents and PowerPoint presentations for the CEO, Board members and staff’s travel arrangements.Support all staff with recruitment – including the co-ordination of the entire process, advertising where appropriate, short listing, arranging interviews, etcManage absence record keeping.Greeting visitors, answering a high-volume of emails and incoming phone calls and delivering world-class service to our customers.Maintain files and registers.

* Developing processes independently that affects the CX with the concerned departments.* CX’s initiatives, processes, analysis. * Audit, evaluate and create the internal process for other departments and modify it to enhance the CX.* Market Research analysis.* Reduce the churned customers percentage.* Conduct research and analysis in order to come up with recommendations to increase the NPS.* Serving as the primary focal point of contacting customers and managing correspondence via phone, social media and other avenues.* Vendor management (CC, Research company, Data collection team, Social media team, etc...)* Analyzing and reporting related job data and information.* Perform Ad-Hoc duties as assigned by management.

• Designing customers journey map as well as the aspired journeys to elevate the CX across all touch points • Collecting and analyzing VoC and come up with recommendations based on the results.• Creating alignment between CX and other stakeholders. • Develop overall Customer Experience & Simulation Division strategy and participate in its implementation by performing and delegating related activities.• Identify the threats from competitors and examine their weaknesses for Zain developments.• Ensuring a high level of customer satisfaction & enriching the customer experience by encouraging and enhancing the communication between ZAIN and its customers• Assessing and supervising the performance of Zain branches, distributers, and agents from different aspect such as agent knowledge, appearance, and branch look & feel.• Review all communications/texts used for all products & services in all communication channels/touch points from a customer point of view pre-launch and ensure that customers understand and use the service based on the communication scripts• Monitoring of all Social media sites for both Zain and competitors and ensure that the Zain page are up to standards from all its aspects (Feel& Look of the Page, Daily interactions, replies to customers inquires & complains, Relevant pictures posted etc…)• Follow up on the frequent revision for the website to insure that all contents are updated and understood from a customer point of view.• Execute business test and customer experience under realistic conditions• Identify critical test areas which require most attention and checks the requested functionality existence.• Provide testing report and present conclusions and recommendations and any anticipated potential problems that may arise if recommendations are not followed.• Involve in monthly validation as well as quarterly regional simulation trips in cooperation with the regional team for testing services in all Zain covered areas

Zain Sudan is a major Telecommunication Company in Sudan, Africa. The (F.U.N Team) is a sales / marketing channel, the aim of the team is to improve customer experience with the company , and increase sales of different zain products at the same time. I had the chance to work with different departments in the company, also interact with customers. One of the most enjoyable times i spent with the Corporate sales office, helping the business solutions team. Another great experience is working on the InfoSec weeks 2012, 2015 , 2016. That of course along many other great experiences i had during the 6 years i worked. Zain's family is knowledge rich, spending any moment at zain is like reading a thousand book.