E-Solutions Manager/ Management Consultant
Ethos Consultancy
Total years of experience :16 years, 11 Months
Main responsibilities include:
Providing consultancy in:
Customer Service
Quality Management
Policies, Processes and Procedures
Change Management
Project Management
Business Continuity
Business Excellence
Information Security
Organizational Excellence
Innovation
Program managing, I manage multiple projects at the same time, such as initiate customer service department in one of the biggest government buddies in UAE, Managing several implementation of E-Learning, Suggestions and Feedback systems from consultancy point of view, managing the implementation of innovation in government and private sector.
Management consultant: Developing Policies such as service quality measurement policy, customer service policy, service and delivery channels development policy, developing service quality Processes, Procedures, Customer and service classification frameworks, job descriptions and gap analysis reports.
E-Learning Implementer: Managing e-solutions department and taking care of implementation and development of many systems related to service quality like TICSI Academy, Learning Moments (Learning Management System), Feedback Moments and Survey moments system.
IT Project Manager: Managing implementing E-learning Solutions and training content for many clients in Saudi, Oman and UAE with benchmarking best practice of E-Learning with the top organizations in the UK.
Assessor and implementer (consultant) for the International Standard for service excellence (TISSE2012) from the International Customer Service Standard (provided consultancy for TISSE2012 in many private and government organizations)
Delivering certified internal auditing training from the International Customer Service Standard (TICSI) and Participate in developing the new version of TICSI.
Assessing organizations against the Dubai Human Development Award (DHDA) standard which are based on the EFQM module and standard
Main responsibilities include:
Managing and implementing the Feedback Management system for Ministry of interior’s three main Authorities (Police, Civil Defense and immigration) operating across all the seven Emirates. The system can handle 10 different types of feedback including complaints, suggestions, enquiries, observations, notifications, commendations, objections and appeal for suggestions and complaints.
Implementing and delivering online solutions like Surveys and Mystery shopping solution, which are used by huge number of clients like (National Bank of Oman, Abu Dhabi Judicial Department, Abu Dhabi Tourism Authority, Abu Dhabi Police, Ministry of Interior, First Gulf Bank, Ajman Bank, Emirates NBD, Dubai Bank and other clients).
Delivering Customer Service Consultancy and training activities for all public and private sector such as RTA, Ministry of Interior, Abu Dhabi Judicial Department and Ministry of Presidential Affairs (MOPA).
Grand Media Group is regional media company which based in KSA and Dubai.
Grand Media Group have 5 divisions which is a news paper, 2 magazines and 2 TV channels, and now it is located in Media City in Dubai.
Main responsibilities included:
• Manage and maintain the SMS servers
• Prepare weekly reports on uptime and traffic
• Meet with vendor to determine enhancements and features for the system
• Developed SMS counter system - this registers the number of SMS received by each auditor during a shift and enables weekly and monthly reporting
Mater in Project Management which is accredit from Manchester University in the UK and from the Higher Education in UAE
Academic years 2004 – 2005, 2005-2006 and 2006-2007 I got Excellent Grades - GPA 3.81, 3.83 and 3.90.
