Corporate Customer Experience Strategy & Modeling
Saudi Telecom Company - Stc
Total years of experience :19 years, 5 Months
Sr. Consultant in Telecom industry with expertise in IT, Business technology & Tools, Digital & Business transformations and corporate customer experience.
Career journey highlights:
Corporate customer experience strategy
CCeX digital platform development
CEI, DXI, CLI, CJE, QoE, ROX
Design Thinking & Innovation for MVPs
Business Analysis, big data analytics, executive dashboards, performance reports
Digital care and channels steering ( Omni channels, NLP, NLU, Chat BOT, AI, ML, RPA)
Business solution design
Programs & Project Management
IT planning & Performance
Business Turnkey solutions
24/7 contact center operations
Datacenter operations
Contact center’s deployment
IPCC (AVAYA, Cisco, Nuance & Genesys)
• Understand and define overall CCeX vision, strategy, and Roadmap for all stc portfolios including CBU, EBU & WBU in line with stc corporate strategy
• Ensure the CCeX vision, strategy, and requirements for customer solutions are aligned with CCeX Platform directions and technical strategy principles
• Provide strategic leadership, guidance and governance on all aspects of Corporate Customer Experience throughout the envisioning, design and delivery phases
• Work in close collaboration with stc BUs, CBU, EBU & WBU teams to ensure solution alignment
• Responsible for design, develop and modelling for customer experience indices (CEI, DxI, CLI, CCI) to measure the experience per customer and on a corporate level
• Responsible for designing & developing a complete product line for measuring the Cx and correlate them with business drivers to help the BUs to identify the improvement areas
• Translate customer experience requirements into guidelines for all internal and external stakeholders involved in the program (developers, sectors, team leaders, product managers, etc.)
• Identify different customer profiles (Persona, segments) and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements
• Translate customer experience requirements into CCeX guidelines & Booklet for all internal and external stakeholders involved in the program
• Provide customers/users insights during envisioning and design, to ensure the proposed solutions take account of industry trends and align with current/anticipated consumer behaviors and expectations
• Plan the iterative customer-centered design approach, guaranteeing appropriate techniques are used to involve end users and business stakeholders throughout the program
• Understand and define overall CCeX vision, strategy, and Roadmap for all stc portfolios including CBU, EBU & WBU in line with stc corporate strategy
• Ensure the CCeX vision, strategy, and requirements for customer solutions are aligned with CCeX Platform directions and technical strategy principles
• Provide strategic leadership, guidance and governance on all aspects of Corporate Customer Experience throughout the envisioning, design and delivery phases
• Work in close collaboration with stc BUs, CBU, EBU & WBU teams to ensure solution alignment
• Responsible for design, develop and modelling for customer experience indices (CEI, DxI, CLI, CCI) to measure the experience per customer and on a corporate level
• Responsible for designing & developing a complete product line for measuring the Cx and correlate them with business drivers to help the BUs to identify the improvement areas
• Translate customer experience requirements into guidelines for all internal and external stakeholders involved in the program (developers, sectors, team leaders, product managers, etc.)
• Identify different customer profiles (Persona, segments) and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements
• Translate customer experience requirements into CCeX guidelines & Booklet for all internal and external stakeholders involved in the program
• Provide customers/users insights during envisioning and design, to ensure the proposed solutions take account of industry trends and align with current/anticipated consumer behaviors and expectations
• Plan the iterative customer-centered design approach, guaranteeing appropriate techniques are used to involve end users and business stakeholders throughout the program
IT Expert with Computer Sciences with additional qualifications in IT Planning & Operations, CITRIX, CTP and AVAYA Contact Center Technology designations; and detailed knowledge of Project Management, IT Helpdesk Management, Data Center, VERITAS backup, Microsoft/Linux/SUN Servers Administration, AVAYA VoIP technologies, Oracle/ SQL Server, Reporting, Blue pumpkin, WFMS, Teleproxy, Voice Portal, LAN/WAN and best practices. Eight years of experience in design, Implementation and deployment of IT solutions providing support to the Customer Care for 24x7 to handle more than 36 Million Customers base and Management of critical operation at Mobilink GSM (Vimplecom Telecom Company).
Resource Management: Currently Implemented & Managing state of the art Datacenter with latest technology containing 50 Racks with large Infrastructure of Contact Center solution serving more than 36 million customers nationwide with multiple helplines and skills.
Contact Center Implementation: Complete AVAYA VoIP solution deployed with H.323 and SIP including Communication Manager 5, Enablement Services and Avaya Interaction center. Call Management System, Cognos, OA and crystal reporting. Managing large number of call records to ensure compliance with regularity mandates. Best service routing implemented to ensure virtualization between other contact centers. Implemented IVR with IP based solution for multiple products and services in multiple languages and promotional IVRs for customers.
Vendor Management: Implementation manager for Work Force Management Solution for Contact center that includes: RFP Preparation, Vendor Selection and finalization, Proposal evaluation and financial negotiations, Implementation of blue pumpkin and resource management.
Customer Care Solutions: Implemented CITRIX Xenapp 4.5, 5 and 6.5 for supporting 300 staff to connect with terminal services along with desktop and multiple applications publishing to support external customer. Also deployed reporting tool of Citrix Edge Sight for SMTP alerts and historical records/behavior of users. Onsite support for out of the box applications & Portals for customer management. 24/7 support of CRM Solution Siebel 7.8 for contact center users and integration with softphone to ensure CTI.
Infrastructure/Operations: Responsible for handling critical 24x7 operations with minimum resources. Management of Servers in terms of patch/updates, Anti-Virus updates, quota management and profile management. Implemented WSUS for automatic patch management. Administration of multi flavored Data base servers (Oracle & SQL Servers) and time to time maintenance in terms of purging, taking hot and cold backups after making modification for IVR, segmentation and reconciliation.
Network Implementation: Assisted in the Implementation of Power, LAN/WAN & Intra office connectivity, fiber p2p connectivity, VPN, E1s for voice termination, VLANs for voice & data, Cisco 6500 series layer 2 switches for routing.
Backup Management: Implemented VERITAS backup policies for our critical machines and automate/scheduled backups for any disaster and recovery. Also managing SAN for 12TB, 4TB VLS and MSL 6000 for offsite backups. For OS/application level recovery, use BMR (bare metal recovery) to ensure on time customer support.
Security solutions: Coordinating the information security portion of major system implementations linking all nationwide sites into shared networks. Devised enterprise security strategies safeguarding information assets and ensuring compliance with regulatory mandates.
Government Sector: Assisted in the development and launch of sales process (789 Process) for verification on portal with separate database and language translator to ensure compliance from government side also generate reports for analysis of sales.
Senior Consultant customer experience & care :
Responsible for digital channels development and improvements, developing roadmap for digital transformation and automation. Efficiently supervising technology systems & tools for the Customer Care Centers by managing system improvement projects and sending SMS notifications to customers in order to increase the productivity of call center agents and ensure optimum client experience.
Managerial Responsibilities:
- Participates in the development and implementation of the Call Center Technologies plans, in line with the corporate objectives.
- Directs and manages the Technology Systems & Tools Section mandates, providing leadership and facilitating work processes in order to achieve high performance standards.
- Interprets and implements change in the Technology Systems & Tools Section providing guidance and support, necessary for continuous improvement.
- Ensures compliance with organizational policies, procedures and quality standards in the Technology Systems & Tools Section.
Core Responsibilities:
Section Planning & Strategy Implementation
- Ensures that the strategy of the Customer Care Centers General Directorate is cascaded for the Call Center System Section and develops policies and procedures for the Section to drive the achievement of the desired objectives.
System Management:
- Manages daily changes to Interactive Voice Response and Automatic Call Distributor systems interface and ensures that regular support is provided for these systems for their smooth functioning.
- Proposes and manages all improvement projects for Interactive Voice Response, Automatic Call Distributor, Computer Telephony Integration, Customer relationship management and Indirect Cost Management systems to increase the productivity of call center agents and to ensure optimum client experience.
- Acts as primary contact for architecture and capacity of technology systems for the Customer Care Centers.
- Proposes enhancement to facilitate the usage of CRM.
Customer Communication:
- Coordinates with various marketing and sales General Directorates within the Consumer and Enterprise Sectors to finalize the content to be sent out to the customers.
- Ensures that messages from the Consumer and Enterprise Sectors to customers are communicated accurately through SMS notifications.
Quality Assurance:
- Ensures adherence to set quality guidelines and parameters for the Technology Systems & Tools Section and takes necessary action to rectify any deviations.
People Management Responsibilities:
- Defines goals and key performance indicators for each member of the team and ensures effective application of the STC performance management process.
- Directs planning and selection of manpower in the Technology Systems & Tools Section, in line with the business and operational plans.
Ensures high level of employee engagement and capability development by providing on-going feedback and coaching team members within the Technology Systems & Tools Section.
• Currently involved in managing the setup of AVAYA VoIP contact centre solution. This includes the following
o Hardware and Software installation
o LAN / WAN connectivity
o VoIP based installation and commissioning
o AVAYA S8700 ACD installation, G650 gateway installation. Witness Recording and Workforce Management System
o HP SAN environment and MSL installation
o Witness recording system
o AVAYA QCM system
o CMS, Nice Analyzer, Operational Analyst reporting
o AVAYA Site Administration
o AVAYA Interaction Center Management
• Implementation manager for Workforce Management Solution for the North Contact Centre. This includes
o RFP Preparation
o Vendor selection and finalization
o Proposal Evaluation and financial negotiations
o Integration with the AVAYA Contact Centre Solution
o Implementation of Blue Pumpkin WFMS
• Setting up of Mobillink Contact Centre operations in the North Region. Responsibilities include managing a turn key project for contact centre IT and operational setup. This includes
o Power
o LAN / WAN
o Intra office connectivity
o Call Centre solution (ZRG IVR, ACD, VR, and CTI) implementation
Dealing extensively with Multilynx’s primary client PTML (MOBILINK GSM), managing the I.T Helpdesk portion of its project.
• Responsible for IT Support to different departments in Mobilink.
• Responsible for management of IT Assets and Team.
• LAN & WAN Support in North Region.
• Exchange Server Support.
• All user level support and Installation of different applications used in Telecom Industry.
Citrix XenApp 6.5 Administrator
CTP (CompTIA certified)
Avaya Certified Associate
Master in Business administration (MBA) with the majors of Marketing and Management.
A four years degree program in computer sciences from Hamdard University (Islamabad Campus) includes 143 credit hours and maintained a CGPA of 3.13.
Completed my High School with 2nd Division.