Walid Abou Khzam

• Managing core business product Adaa Integrated Platform (AIP).
• Develop product strategy, product roadmap, communication plan and RACI matrix.
• Manage communication between different stakeholders and teams regarding fixes, new features and release schedules.
• Manage product backlog, define features prioritization and develop user stories.
• Ensure product quality and review product test cases.
• Consulted with product development teams to enhance products based on customer data.
• Set goals, formalized policies and enforced operational standards to maximize team performance and keep project on-task to achieve targets.
• Defined and analyzed metrics to measure product performance.

• Assist Adaa in developing the process for monitoring the performance of their dashboards, including identifying their strategic objectives and identifying key initiatives needed.
• Define data collection methods and assist the government agencies to fill in the data collection with accurate and reliable data for the initiative's performance reports.
• Collection, verification and validation of data submitted by the government agencies in the data collection portal.
• Participate in field visits, team meetings and workshops to assess, verify and validate reporting of the objectives and initiatives.
• Analyze the data submitted and develop recommendations.
• Conduct benchmarking studies and prepare benchmarking reports.
• Tracked project progress and updates and monitored deliverables, milestones and issues for accurate reporting

•Project execution and delivery for information security projects with net value of +20M.
•Develop project's master plan including dependencies (Project Charter, Project implementation Plan, project schedule, documentation etc.).
•Coordination between the technical delivery team and clients to ensure smooth and successful implementation.
•Monitor projects' progress and performance, tracking deliverables, updating plans and close follow up to ensure a successful completion within the planned budget and schedule.
•Address and raise the critical issues/risks during the project life cycle to the management and stakeholders where necessary.
•Drafting / scoping change requests to cope with client requirements and suggest added value changes that can be delivered within reasonable budget.
•Project documentation, sign-offs and lessons learned for archiving and future reference purposes for my existing projects.
•Development of standard workflow, reporting and project management document templates for the project based on PMI standards.

+60 Million SAR projects with a total manpower of +200 employees.
•Determining call center operational strategies by conducting needs assessments & performance reviews
•Developing call center systems by developing customer interaction and IVR systems; developing & executing user acceptance test plans and controlling implementations.
•Maintaining and improving call center operations by monitoring system performance, identifying problems, preparing and completing action plans and improving quality assurance programs.
•Preparing call center performance reports by collecting, analyzing, and summarizing data and trends.

• Leading Red/Yellow project (part of Nitaqat program at Ministry of Labor).
• Work with the project sponsor and stakeholders to complete project charter scope, deliverables, required resources, budget and timing.
• Manage project development from initiation to closure.
• Effectively manage project scope by ensuring any changes to scope are document and approved with project change request.
• Clearly communicate expectations to team members and stakeholders.
• Sharing project status reports and progress with upper management.
• Effectively manage and resolve project team conflicts or escalations.
• Identify, track and manage project risk and implement corrective actions.
• Create, implement and update project documents.
• Lead, coach and motivate project team members on a proactive basis.

• Evaluated requirements from users, prepared change requests for approval from management with solution approach, with effort and cost estimates.
• Reviewed functional setups & configuration and take corrective action.
• Provided periodic status report to management (weekly, monthly).
• Worked closely with application development during the scope, development, and testing phases to ensure quality and timely delivery is achieved.
• Created Modify and Execute Test Scripts using manual tools in addition to updating project tracking tools.
• Established and maintain professional customer relationship.
• Troubleshooting reported software issues, scoping customization requests and offer process guidance.