Customer Experience Leader, having more than 14 years of experience in Mobile and Banking Industries, solid project and people management experience, Data Analysis, Sentiment Analysis and customer service expert.
Responsible for identifying customer needs, implementing customer satisfaction strategies, measuring customer satisfaction levels, training customer service staff, and implementing VoC strategies.
Also have vast experience in mobile networks GSM, WCDMA, IMS, Core/NSS Planning and Optimization in addition to International Roaming, plus solid background in Field Maintenance/NOC in Multi-Vendor environment Ericsson/NSN/HUAWEI. M.Sc. in Communication & IT.
My Key skills are:
Achievements-Orientation, Self & Team Management, High productivity, Innovation, Analytical Thinking and Knowledge Aspiration are the key features would help in improving my Company
Specialties:
- Customer Experience Technology support advance Specialists
- Data analysis
- Core Network Planning & Optimization,
- Ericsson MSS & IMS ,
- International Roaming & Interconnect, Ericsson
- Multi-vendors BSS Integration & Swap,
- Network Protocol Analyzer, Astellia Tools,
- Project Management,
Projects:
1- QMS for UCB Branches
2- Contact Center - UCB
3- RFM (Recency, Frequency and Monetary Value) Segmentation for Internet Customers using R Programming and K Means Clustering Mechanism - Zain
4- Developed Customer Experience Dashboard - Zain.
5- IMS (IP Multimedia Subsystem - Zain.
6- Access Control For Radio Sites Project - Zain
5- EDGE Project - Zain
6- Swap For Radio Sites Project (Dar Elhatif Swap) - Zain.
7- Handover Project to Outsource Companies and Knowledge Transfer for their Teams - Zain
8- Pyro Project (InRoam, ICR & OR) - Zain.
9- MGW R6 Upgrade - Zain.
10- SIP Interconnection with BT - Zain
11- 5 stars KQIs ( Customer Experience KPIs) - Zain.
12- MNP ( Mobile Number Portability) - Zain.
13- LCR (Least Cost Routing) - Zain.