Customer Experience Leader, Contact Centre Expert & Service Strategist with 25 years of experience.
CX Champion leading the team to win 5 CX awards in 2021.
* World Customer Centricity Awards
* CBNME IFMA Awards
* SBEA Awards
* IRECMS Awards
* Gulf Customer Experience Awards
Customer Experience Champion with successful stints across multiple large Telecom companies (Vodafone & Etisalat), Retail & E-Commerce across multiple geographical markets.
Expertise in
Customer Experience Management
Contact Centre Management
Project Management
Data Analytics
Digital Migration,
Service Strategy,
Business Process Re-Engineering,
BPO Ops,
Partner Engagement,
Service Marketing & Operations,
Service Delivery,
Quality Management
Learning & Development,
Process Management,
Client Servicing across domains of Telecom, Retail, IT & Media
Implemented and led business-enhancing digital technology changes throughout the organization, developing digital channels and customer experiences.
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Skilled in
* Customer Service Strategy and Service Transformation Models
* Contributed and assisted the IT Leadership in developing CX, Design Thinking and Agile competencies across the group and the required capabilities centrally and across verticals.
* Driving Digital Customer Experience as a priority across all customer digital touchpoints.
* Expertise in Omnichannel platforms and tools serving the full spectrum of direct channels and analytics tools
* Vendor Management and Complex Project Deployment.
* Business Planning and Budgeting
* Business Transformation Projects
* Mentoring & Coaching.
NLP & LOA Practitioner, Trainer & Key Note Speaker