Business Excellence Consultant
MGManagement, LLC.
مجموع سنوات الخبرة :14 years, 3 أشهر
- Development of service improvement and service delivery strategies & initiatives.
- Building the necessary capabilities and setting key performance indicators (KPIs) to measure progress.
- Developing and documenting policies, processes, and procedures.
- Driving service improvements and delivering service excellence through strategic planning and implementation.
- Fostering a customer-centric approach through Customer Experience Management.
- Analyzing customer journeys and conducting service analysis to identify areas for improvement.
- Developing and implementing performance metrics to track progress and drive results.
- Focusing on customer needs to improve the overall customer experience.
- Aligning strategic goals with team objectives to ensure successful project delivery.
- Identifying areas for improvement and taking proactive measures to address pain points.
- Building partnerships to enhance the customer experience on a global scale.
- Analyzing business intelligence data to inform improvements and drive value for stakeholders.
Working with Roads and Transportation authority as a Chief Specialist, providing the operational guidance and assistance to Customer Happiness Centres (Service Centres) to improve the overall performance.
Preparing centres for the Global Star Rating’s requirements and improving the performance through developing actions plans as per the Executive Council’s reports and recommendations.
- Established the Business Excellence Office,
- Developed the required the strategic objectives, strategic initiatives, operational plans, and KPI’s,
- Developed the requirements for the 4th Generation Framework as a vital task for participating in Sheikh Saqr Program for Government Excellence Award,
- Developed all the required policies, methodologies, processes, procedures, and performance indicators,
- Developed the organization’s service catalogue and services related processes.
- Implemented Customer Experience, Customer Journey Mapping related projects,
- Customer insights analysis to identify customers’ need and expectations,
- Implemented the related and required models such as The Global Star Rating (7 Stars Program)
- Developed and deployed internal initiatives and awards aiming to support the culture of “Customer Happiness”
- Developed the required management and support services bundles for internal and external customers
- Developed internal excellence awards and initiatives, to enrich the culture of excellence,
- Process development and improvement,
- Developed the required management and support services bundles for internal and external customers,
- Prepared several organizations to participate in the national excellence awards.
- Initiated the customer service department for a major federal organization in UAE,
- Evaluated the level of compliance against the International Standards for Service Excellence Framework
- Designed all the required processes, strategies, policies, frameworks, and methodologies,
- Developed an improvement plan and deployed it, along with the implementation team
- Delivered customer service-related training (CS skills, team building, communication skills, etc...)
- Implemented mystery shopping, customer, and employees’ satisfaction surveys related projects
- Initiated the Benchmarking Centre for major federal organization in UAE,
- Developed all the required process maps and re-engineered the existing ones
- Developed and implemented the required strategy, policies and frameworks
- Supervised and evaluated the Benchmarking online system through continuous testing and advice
- Delivered several Benchmarking training and awareness sessions
- Led and facilitated brainstorming sessions to identify the further development
Master's degree in Total Quality Management
9 courses in Quality Management principles and methodologies
International license for Microsoft Office and computer science
Senior diploma in English and computer proficiency
Bachelor degree in Economics and Business Administration
