Director Customer Experience
CISCO
Total years of experience :23 years, 7 Months
As Director of the Middle East and Africa team, I lead and manage a high-performing team of 80+ Architects/Consultants. I drive their success, ensure the achievement of business objectives, and
develop strategic initiatives for business growth, performance maximization, and market presence strengthening. I foster a collaborative, empowering, and team-oriented work environment, promoting open communication and cross-functional collaboration. I create and manage budgets, optimize resource allocation, and maintain financial discipline. I set clear priorities, allocate resources effectively, and align team efforts with critical business objectives. I identify and capitalize on revenue opportunities, leveraging market insights for sustainable growth and increased profitability. I oversee profit and loss statements, drive cost efficiencies, and make informed financial decisions. I ensure compliance with legal and regulatory standards, mitigate risks, and uphold ethical business practices. I demonstrate exceptional problem-solving skills, implement innovative strategies, and overcome obstacles for business success. I identify and pursue new business opportunities, cultivate strategic partnerships, and expand market presence. I establish performance metrics, provide constructive feedback, and drive a culture of continuous improvement for professional growth. I lead negotiations, secure contracts, agreements, and partnerships for mutual benefit and strong business relationships. I plan, execute, and monitor projects, ensuring timely delivery, optimal resource utilization, and adherence to quality standards. I attract top-tier talent, assess their skills, and promote their professional growth within the company. As Director, I am instrumental in delivering exceptional business outcomes through effective leadership, strategic initiatives, financial management, compliance, collaboration, and talent development.
Led and managed a high-performing team of 80+ Architects/Consultants across the Middle East and Africa. Drive strategic initiatives to fuel business growth and maximize organizational performance. Foster collaboration, empowerment, and a team-oriented work environment. Create and manage budgets, optimizing resource allocation and financial discipline. Set priorities, allocate resources effectively, and accomplish critical business objectives. Identify and capitalize on revenue opportunities, achieving sustainable growth and increased profitability. Oversee profit and loss statements, drive cost efficiencies, and make informed financial decisions. Ensure compliance with legal and regulatory standards, mitigating risks, and upholding ethical practices. Excel in problem-solving, analyzing complex challenges, and implementing innovative strategies. Identify new business opportunities, cultivate strategic partnerships, and expand market presence. Establish performance metrics, provide constructive feedback, and drive a culture of continuous improvement. Conduct negotiations, securing contracts, agreements, and partnerships for mutually beneficial outcomes. Planned, executed, and monitored projects, ensuring timely delivery and optimal resource utilization. Attract top-tier talent, align skills with organizational needs, and promote professional growth.
Led the EMEAR contact center team, providing technical escalation support and driving team readiness and development.
Managed resource assignments, capacity planning, and contact center service line technology direction. Collaborated with multiple business units and solution teams to create customized solutions for customers. Integrated solutions into existing infrastructures, driving systems integration and implementation approaches. Participated as a speaker in industry events, showcasing expertise and thought leadership. Fostered cross-functional collaboration with account teams and the service sales community. Demonstrated commitment and dedication by exceeding expectations and delivering high-quality work. Managed parallel team initiatives while contributing best practices to the broader community.
Provided technical leadership and coordination on complex projects involving multiple stakeholders. Mentored team members and expanded unified contact center skills. Worked seamlessly with account teams and the service sales community to deliver exceptional results. Ensured high-quality delivery standards in the ME region and secured strategic business accounts. Addressed critical customer situations and bridged partner skill gaps. Managed multiple projects concurrently while driving team initiatives. Actively participated in BU interlocks and provided consultation for custom solutions.
Managed a team of 5 professionals, guiding them to achieve goals and deliver exceptional results. Planned and implemented networking projects, unified communications, contact center projects, and consulting services. Ensured competitive instructor levels for voice track and stayed up-to-date with industry advancements. Facilitated communication and knowledge sharing among team members. Provided consulting and professional services for IP telephony, IP call centers, and voice projects. Delivered CISCO voice classes and developed training materials. Researched new technologies to address participant queries and maintained lab equipment.
Global Executive MBA
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