Acting Head of Customer Experience Management
Alfa
Total years of experience :19 years, 5 Months
• Establishing the Customer Experience Unit and defining its vision and strategy
• Designing the customer journey and mapping the transactions matrix in respect to the different touchpoints and customer lifecycle stages
• Designing a Customer Insighting and Analytics engine and utilizing market research to analyze VoC and set CE initiatives plans across different touchpoints
• Defining the Customer Satisfaction Model, building CE dashboard and simulating the customer related measurements: CEI, CSAT and NPS covering the customer journey
• Leading the transformation of the organization towards customer centricity by building a 3 year roadmap including 26 programs and 200 initiatives out of which are Customer Promise Program, Customer Onboarding Program and Revenue Stimulation Program
• Re-engineering business processes to include a customer advocacy stage in the product development cycle and building a customer centricity charter based on DMAIC
• Re-dimensioning value proposition across consumer and enterprise segments based on Customer Value Management to drive acquisitions, increase loyalty and reduce churn
• Promoting in coordination with HR the CE Culture across Alfa to drive employees engagement to support best practices, knowledge management and cross functional collaboration
• Lecturing junior and senior level courses at the CCE department
• Co-Advisor of Senior Projects and reviewer of MS Thesis covering Wireless Engineering topics
Courses Taught:
GSM Mobile Communications \[Sp’09\]
Engineering Economics \[Fa’13\]
Engineering Management \[Sp’12, Sp’13\]
Project Management for CCE \[Fa’10, Sp’11\]
Fundamentals of Radio Engineering \[Sp’10, Sp’11\]
Engineering Ethics \[Sp’11, Fa’11, Sp’12, Fa’12, Sp’13\]
• Managing a map of end-to-end performance strategy for GSM and UMTS technology platforms to align KPIs and related SLAs with Ministry of Telecommunications objectives
• Coordinating QoE 2012 project activities among different stakeholders and ensuring compliance to quality requirements and value proposition. Daily follow up and escalations on project plan
• Monitoring the QoS of 2G and 3G radio access network and providing high level analysis with improvement recommendations in order to avoid service interruption or degradation
• Preparing performance requirement studies and technical evaluation for new applications, services, IT equipment and nodes covering Core Network, Radio, transmission and IT infrastructure
• Initiating service improvement projects and managing the progress to ensure completion, validate achievement of milestones and verify the technical added value in terms of customer perception
• Coordinating and presenting periodical Technical Dashboard covering the health of network nodes along with progress of ongoing projects to the CTO, CEO, Executive Board and the Ministry of Telecommunications
• Managing the problem resolution process across several internal entities, vendors and sub-contractors to ensure proper issue resolution, service upgrade and network enhancements within Service Level Agreements
• Developing a Performance Management Handbook covering all aspects of IT/Technology environment and introduced Cause & Effect diagrams, Matrices and FMEA’s to improve troubleshooting process, identify KPI breaches’ root causes, quantify potential risks and reduce problem resolution time
• Preparing feasibility studies related to integrating Information and Communication Technologies (ICT) into the Lebanese Educational System
• Performing quantitative analysis on the market size, market adaptability and product identification
• Conducting ROI Analysis and Risk Management planning for company’s business channels
• Developing a business plan, sales and marketing strategies for company's presentation solutions
• Collecting business requirements and developing scope of work for company's web portfolio covering real estate and web advertising businesses
• Designing a Customer Relationship Management solution offering customer segmentation and loyalty platforms covering the diverse business channels
• Recruiting company's technical staff and holding technical training sessions for company's existing and new staff
• Monitoring and Optimizing CDMA RF KPI metrics (TCCF, RF blocks, CE blocks, primary/secondary Erlangs, TCE usage, handoffs) along with coverage, quality and operation of the iDEN and CDMA networks
• Extensive experience in RF Network Design, link budgets, capacity improvement, propagation modeling, traffic analysis, frequency optimization, mobility management, multi-path, fading and coverage holes
• Performing antenna system design and specification to meet network coverage and/or capacity objectives (Azimuth, tilt, elevation and power analysis)
• Lead re-design initiatives of Lansing Area network, including site modifications, neighbor and parameter optimization. Lansing maintained the iDEN best ever status in 2007 with16.07% KPI improvement
• Drive testing and analyzing Layer 3 messaging to troubleshoot customer complaints
• Integrating and optimizing Distributed Antenna System (DAS) with Low Power Radio Frame fiber optic nodes to provide In-Building and coverage holes solutions
• Planning network enhancements for special events such as NASCAR and College Football. NASCAR June 2008 event had a 53% improvement in total dropped calls and 98% in blocked calls
• Leading 900 MHz team (5 dedicated Engineers) and performing project management by establishing time plans, determining daily priorities and providing daily and weekly reviews of field activities
• Coordinating activities with RF Operations and analyzing performance of recently deployed 900 MHz equipment such as Base Radios, Diplexers and Low Noise Amplifiers (LNAs)
• Root cause analysis of interference issues by interpreting statistical trends and on site testing. Mitigating external interference on Nextel’s iDEN 900 MHz band
• Validating and documenting performance problems and submitting work orders recommending parameter changes to optimize 900 MHz performance and resolve problems
• Interacting with external Cellular carriers to validate interference mitigation and resolve spectrum issues
• Initiating a Lean Six Sigma project to improve the process on the 900 MHz project. Creating Value Stream Maps, PFMEA’s and Cause& Effect matrices in a commitment to continuous improvement
• Testing & releasing of an RF Module operating in the ISM band (902 to 928 MHz) with FHSS
• Analyzing frequency signals, programming, calibrating and troubleshooting RF boards
• Documentation of the standard operating procedure for RF boards testing and calibration
• Training technicians on the procedure of RF calibration and testing
• Utilizing multimeter, oscilloscope, spectrum analyzer and ATMEL STK 500 for testing
• Providing support to Design Verification tests of a Magnetic Card Insertion Encoder
• Production cost and material management research