Samer Hamdan Pmi-Acp®,Cssmbb™ Email and Phone Number

•Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.• Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged• Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company• Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters• Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app.• Manage and Identify the Aritifical Intellegence, driven predectively in banking using customer service engagment “ chatbot application”, digital finance and credit scoring.•Evaluate, design and document business processes/ eservice in alignment with BPM design principles, Lean management & six segma principes as well as intelegenmce automation.•Develop the business case for Digital opportunities.•Understanding of business transformation, digital, software build and change Delivery to achieve business goals •Assist with the development of new fit-for-purpose digital solutions to improve operational efficiency and improve service level•Managing Business Analysis & Process operations and subordinates. •Creating and Re-Engineering Business Process operations. •Negotiating Business Requirements with stakeholders aligned with strategic plans

(NGO) – Project Manager - Govermental Development Projects1. Strategic Project Leadership:• Spearheaded high-impact projects, consistently delivering results beyond expectations through strategic planning, team coordination, and effective resource management.• Demonstrated a keen ability to align project objectives with organizational goals, contributing to enhanced operational efficiency and overall business success.2. Innovative Digital Transformation:• Led end-to-end execution of digital transformation initiatives, leveraging technology to drive process improvements and foster innovation.• Successfully implemented solutions that enhanced customer experiences, optimized workflows, and positioned the organization as a forward-thinking industry leader.3. Regulatory Compliance Excellence:• Navigated complex regulatory landscapes, ensuring organizational compliance through meticulous analysis, collaboration with key stakeholders, and implementation of effective risk mitigation strategies.• Proactively managed regulatory changes, contributing to a robust compliance framework and positioning the organization to adapt seamlessly to evolving industry requirements.4. Effective Change Management:• Managed diverse teams through change initiatives, fostering a positive and adaptive organizational culture.• Demonstrated proficiency in change management methodologies, enabling smooth transitions and garnering team buy-in for transformative projects.

1. E-Channels Enhancement Project:• Spearheaded a comprehensive project aimed at enhancing the bank's e-channels, including online banking, mobile apps, and digital platforms.• Successfully implemented user-centric features, resulting in a 25% increase in digital engagement and customer satisfaction.2. Multi-Platform Integration:• Led the integration of diverse e-channels, ensuring seamless communication and functionality across various platforms.• Orchestrated collaborative efforts among IT, marketing, and customer service teams to deliver a cohesive and unified digital banking experience.3. Cybersecurity and Fraud Prevention:• Implemented robust cybersecurity measures and fraud prevention protocols for e-channel transactions.• Achieved a significant reduction in fraud incidents, enhancing the security and trustworthiness of the bank's electronic banking services.4. User Experience Optimization:• Conducted thorough user experience analyses and initiated improvements to streamline processes and enhance the overall usability of e-channels.• Implemented customer feedback mechanisms, leading to a 20% increase in user satisfaction and a more intuitive digital banking experience.5. Agile Development and Rapid Deployment:• Adopted agile project management methodologies for e-channel development, allowing for rapid deployment of updates and new features.• Ensured quick adaptation to market trends and customer preferences, maintaining the bank's competitiveness in the rapidly evolving digital landscape.

• SDLC processing: full life cycle of banking modules development management through understanding business requirements, identifying systems and getting it developed and implemented • Establishing production support function and defining escalation, response, resolution time for reported problems on the basis of criticality.• Designing and executing test plans and gap analysis to ensure that business requirements and functional specifications are tested and fulfilled.• Implementing Core Banking System in a running & newly setup banks from project kick off until going live, this contains implementing Commercial Banks, Investment Banks Modules & Islamic Banks Modules.• Mapping requirements, providing best solution and, evaluation and definition of project scope of work.• Delivering and implementing the project as per scheduled deadlines; extending post-implementation, maintenance and offshore support to the technical support team and client.