Chief Customer Experience Officer CXO
Transterra Media
مجموع سنوات الخبرة :19 years, 5 أشهر
Responsible for the overall user experience - including strategy, design of products and services, budgeting, training, community relations, investor outreach, and all other interactions between the organization and its various audiences.
Created and optimized business process from the sales pipeline to customer service, billing, marketing and UX. Responsible for technical design, implementation, as well as operational decisions relevant to the achievement of business objectives and institutionalized process
Responsible for recruiting and maintaining the relationships with vendors, outsourcers, and contractors in order to secure IT products and services. This includes the preparation of tenders, as well as the monitoring of the bidding process and eventual recommendations.
Evaluation of all products, equipment, and features.
Results:
Creation of a global network of 3500 media producers and 280 news outlets in 85 countries
Development of public-private partnerships, fundraising, and media training efforts including three successful investment rounds equal to $4 million USD) and $1.2 million USD in grant monies.
Responsible for the successful development and delivery of all IT solutions including products and services relevant to business operations and the creation of SMART solutions for malls and property groups.
Designed, implemented, and monitored SMART IT solutions that integrated events, cutting edge technologies, social media, and mobile applications
Managed diverse teams engaged in all practice areas and client services delivery
Consulted on the integration of cutting edge technologies including: IPTV, beacon integration, GIS, and geo-fencing.
Results:
Provided technical direction in the development, design and system integration across multiple client engagement for the following major clients: NRG, Emaar, Helical Outpost, and USAID.
Responsible for all ICT strategy, policy, and implementation including front and back end development efforts, CRM customization, mobile applications, planning, budgeting, resourcing and training.
Coordinated and problem solved between complex teams and roles including: software development teams (Front-end, Back-end, UX, QA), hardware suppliers, customer support, technical and operational compliance, and Measurement & Evaluation.
Served as the main liaison between customers, clients, and suppliers.
Ensured existing commitments were met by developers and suppliers and that changes were incorporated efficiently into the roll-out planning process
Created and maintained a database of necessary documentation including relevant mapping, service records, and network configuration details. Including the creation of all ICT guidelines.
Responsible for all maintenance and service agreements including bidding and renewal process.
Ensured all IT spending was on track, and documented within the budget.
Led the creation of 3-year strategic plan, standardizing business networks for growth forecasting and support.
Results:
Successful platform build and customized Salesforce CRM implementation with modified ERP sales process valued at $15 million USD.
Reduced operating costs by over $2 million dollars by performing a cost-benefit analysis of suppliers and service agreements and optimizing productivity.
Created near-identical ICT capabilities for 3 new offices to cutting edge standards - despite a lack of necessary resources and infrastructure.
Responsible for the development of public private partnerships, fundraising, and media training efforts.
Responsible for the management of all Middle Eastern projects - with special emphasis on the economic empowerment of women through ICT, the creation of innovative online education curriculums, and effective business process.
Programming was honored by the Arab American Institute’s 2011 Khalil Gibran Spirit of Humanity Award for the founding of the 12 country MENA Businesswomen's Network in Bahrain
Managed research and assisted in the production of two feature documentary films on the GCC.
Developed, funded, and managed 12 development related ICT projects - totaling $40 million in funding - and implemented with a variety of stakeholders including international organizations, governments, civil society, and the private sector.
Assisted with the launch of the UNVolunteers online platform in Egypt including network creation and IT testing.
Managed a team of Egyptian volunteers in the creation of networks throughout Egypt that linked individuals, local NGOs, international organizations, and members of the private sector.
Assisted with the re-launch of the Management of Social Transformations (MOST) Programme - an innovative online platform linking research, policy and practice for UN stakeholders
International Graduate Fellowship, Arabic Language Institute Fellowship and Graduate Assistantship.
Awarded: University Service Grant, Dean’s List.
Studied Abroad: University of Paris – Sorbonne (2000-01); American University of Beirut (2002).