Consultant, Quality and Planning
Department of Transport
Total years of experience :23 years, 10 Months
* Currently I am responsible for the Quality, Performance Improvement and Planning of DoT services. DoT provides services to Businesses, Public, and government organizations across Abu Dhabi Emirate: Around 15K monthly transactions, 20K contacts at the call centres.
* Part of my duty is managing a business requirements, UAT and roll out Phase 1 Siebel CRM system for more than 70 users in the DoT head office, 5 Branches and 2 call centres - AED 13M Phase 1 project. I conduct all the projects manager core duties on this project.
* Working with different teams across vendors, public sectors, and DoT divisions, I have developed strong ownership, flexibility and judgment skills, excellent analytical and problem solving capabilities.
* Worked with the Executive Directors to set corrective and preventive actions plan for repetitive customer complaints affecting top 10 strategic risks.
* Member in the Higher Committee for Parking Solutions (MAWAQIF) Development.
* Achieved DoT Certificate of Recognition in accomplishing Customer Care Division Strategic Objectives.
* Achieved DoT Certificate of Recognition in Supporting the DoT to acquire the ISO 9001.
* Achieved ISO 10002 certification - handling customer complaints.
* Customer Care Consultant, Department of Transport, Abu Dhabi :
Involved in a huge initiative to develop a world class Customer Care Division at the Department of Transport, aligned with the its strategic objectives. In this project, I was leading one of the work streams responsible to deliver the Operation Processes, Manuals and Customer Care Quality Framework. Moreover, my responsibility includes client management and project coordination for all other engagement activities.
* Performance Improvement Consultant, Abu Dhabi Food Control Authority, Abu Dhabi:
My role in this engagement involved in the assessment of the AS-IS processes, application of quality standards, and the creation of the TO-BE processes after performing the GAP analysis and the benchmarking with best practices.
* Project Manager, Strategic Customer Segmentation Implementation Portfolio, Saudi Telecom Company:
I have managed a portfolio of four projects delivered in one of the largest telecom operators in the middle east (Saudi Telecom Company). A team composed of seven members and I have worked on the portfolio composed of the following projects: 1) Customer Experience Management, 2) Customer Segmentation, 3) Customer Segment Management, and 4) Customer Profile Strategy. Working with STC Business Units: Personal, Home and Enterprise, the objective of the portfolio is to analyze and enhance the use of customer data to strategically position itself as a Customer Centric Enterprise instead of a Product Centric Enterprise. The outcome of the portfolio includes:
* STC Customer Segmentation based on value and potential value.
* Customer Data fields enhancements to serve the customer centricity strategy
* Strategic plan to enhance the customer experience interacting with STC from the 3Ps perspective: Physical, People, and Process.
* Project Manager “Enterprise Program Management Office” (EPMO) for the Roads and Transport Authority (RTA) in Dubai:
In this project, I designed, established and aligned the EPMO to the strategic objectives of the organization. EPMO controls projects with a budget of AED 80bn over a span of 5 years. During this project I have worked with RTA Chairman’s project advisor and with C-level management of the organization in order to achieve the EPMO objectives. It is worth to mention that I participated in the development of change control processes across all the enterprise that includes more than eight agencies.
* Project Management Consultant “Increase Project Management Maturity Level” at the RTA in Dubai: During this assignment I have created a roadmap to shift the organization’s culture from an operational culture to a projectized culture. I have defined the AS-IS situation and the TO-BE target and the strategy for approaching and implementing the change.
* Project Management Consultant “Project Management Office” for the IT department - RTA in Dubai:
I have designed and unified all the processes of Project Management for all the IT projects. On average, there were thirty projects running in parallel; I have designed the project reporting mechanism in order to increase the management visibility on projects’ status and performance (KPIs).
* Strategy Consultant “Strategic Consulting” for the IT department - RTA in Dubai:
During this project, I have worked with a team in order to define the strategic objectives and plan for the IT department over the period of 3 years. The objective of this assignment was to create the roadmap for the prioritized major IT initiatives to be taken by the IT department in order to achieve the defined strategic goals.
* Achieved the GBS Service Excellence Award for exceptional performance.
* During my tenure at Barclays, I have mastered all the responsibilities of the project manager. This includes creating business cases, financial analysis, projects cost benefit analysis, identified project milestones and created the project plans. Also I have assembled and managed project teams in order to deliver products on time within budget identifying and assessing risk, and providing mitigation actions. As a core task of the project manager, I have monitored and managed projects progress against project plan baseline, reported projects performance and status for stakeholders, project board and country management. I haves also managed projects’ interdependencies communicating with other project managers inside and outside the Bank.
* During this experience, I have mastered office software like Microsoft excel and Microsoft Projects. I used these tools in order to calculate and monitor project financials.
* Other Projects that I have managed:
* SAP Implementation across Barclays Egypt (GBP 450K)
* Treasury Primary Dealer Software (GBP 200K)
* Staff Loan Policy across Barclays Egypt
* Nominated for Eagle awards for exceptional performance.
* Team Lead in Content Management related projects.
* Instructed IBM Content Management administration and implementation courses
* Planed, developed and integrated web based Content Management applications
* Designed and developed Commerce web site
* Focal point and leader in DRM technologies and Video Streaming technologies
* Designed and Developed Interactive TV applications