Senior Services Specialist
Roads and Transport Authority
Total years of experience :21 years, 6 Months
• Advice in the development of the validity and effectiveness of customer service projects and its value impact for customers, evaluate and recommend specific adjustments during the implementation to satisfy project and customer needs.
• Lead change in the performance of customer service against international best practice and introduce continuous development proposals and initiatives.
• Evaluate and support RTA /CSD in addressing critical change management requirements.
• Advice and suggest management reporting to ensure proper actions.
• Suggest and advice frameworks related to all RTA services aspects to manage the service providers.
• Oversee the current frameworks related to services and whether they are covering all aspects of business needs.
• Lead ongoing efforts to improve customer experience and operational requirements to deliver an effective programme to rectify and close operational and management gaps.
• Suggest and lead employee satisfaction programmes, customer satisfaction programmes upon request and report to senior Management on the findings and recommendations.
• Identify change requirements, and recommend action plans and solutions to senior management team.
• Establish team links across all work streams and ensure reliability and integrity of information channels.
• Advice and help in formulating Customer Service strategy / operational plans for each of the sections in line with RTA strategy and universal best practices.
• Introduce innovative ideas in improving customer service
• Lead the project team for successful execution of the projects and also provide monthly update against all projects related to customer insights
• Develop projects objectives and monitor project schedule and milestones, track projects performance and set KPI's.
Having served in Business Processes Management, Business Process Analyst, Performance management organization assessment, certified ISO lead Auditor and operational leadership roles for the past 16 years experience in IT, PMP, BPM, DGEP+ 4G, CBAP, ISO continued success in meeting business/operational goals
Business Process Management Responsibilities:
I am Accountable for defining and designing corporate business processes that spans over many teams/units, also define and establish appropriate measures, KPIs and OLAs to measure the process maturity and efficiency in term of quality of service and process compliancy level as per the approved corporate process. Moreover, I am responsible to define the standard operating procedures (SOP) and the workflows for the teams involved in the end-to-end process. also handles quality assurance aspects such as Internal Audits, Reporting and periodic Health Checks to ensure standardization of process implementation and controls across the organization.
KPI:
Develop and promote consistent performance systems and processes that build upon existing programs in place across the organization
Responsible for performing periodic analysis and reviews of performance including identification of performance trends, gap analysis, best performers and areas of opportunity.
Defining appropriate measures, use of tools, problem solving and reviewing all aspects of the initiative to help achieve the organization goals.
Project Management Experience
Drone implementation Technique in Detail Survey Field for Aerial
photography.
(HH Sheikh Hamdan Bin Mohammed Program for Smart Government) project for land Site plan service automation project.
Survey department Mobile applications services.
DGEP implementation and Assessment.
Detail survey projects
Marin survey projects.
Geodesy projects.
ARIS Process Performance Manager, Web-Application Project for monitor and controlling processes and services in real time in Dubai Municipality-UAE.
Survey department business process documentation using ARIS tools and integration with business strategy in Dubai Municipality-UAE.
Business Processes management consultancy and ISO 9001, 14001and 18001for two big accounts(constructer company)
Project Manager for IT project (Visitor Management System) developed for Ministry of Presidential Affairs (Abu Dhabi, UAE).
ARIS design tool implementation project at Union National Bank - Abu Dhabi.
Illiteracy Education Graphic Design Content with UNDP(Egypt).
Distance learning (VCR) project.
E-content development projects.
DGEP (EFQM Assessors)
Member of Dubai Municipality- DGEP Executive Team
Plan, organize, direct and control Dubai Government excellence Program DGEP& quality and strategic functions and related activities.
1. Contribute in Set up incisive excellence culture in the organization and its projects to drive clear accountability on organizational performance and excellence management.
2. Ensure proper implementation of excellence programs across the organization.
3. Guide and Trained new interns in DGEP.
IDS Scheer is the worldwide leading provider of Business Process Management tools ( ARIS ) and IT solutions. Process documentation. Process analysis. Process simulations. Process optimization. Process implementation. Business performance management (BPM). Process control.
ISO 9001 Auditing and assessment
IDS Scheer is the worldwide leading provider of Business Process Management tools ( ARIS ) and IT solutions.
Process documentation.
Process analysis.
Process simulations.
Process optimization.
Process implementation. Business performance management (BPM). Process control. Smart Path ERP.
E learning Solutions
IT Integrated Solutions
This course is for you if you are looking to dive deeper into Six Sigma or strengthen and expand your knowledge of the basic components of green belt level of Six Sigma and Lean. Six Sigma skills are widely sought by employers both nationally and internationally. These skills have been proven to help improve business processes and performance. This course will take you deeper into the principles and tools associated with the "Design" and "Measure" phases of the DMAIC structure of Six Sigma. This course is for you if you are looking to dive deeper into Six Sigma or strengthen and expand your knowledge of the basic components of green belt level of Six Sigma and Lean. Six Sigma skills are widely sought by employers both nationally and internationally. These skills have been proven to help improve business processes and performance. This course will take you deeper into the principles and tools associated with the "Design" and "Measure" phases of the DMAIC structure of Six Sigma. It is highly recommended that you complete the "Yellow Belt Specialization" and the course "Six Sigma and the Organization (Advanced)" before beginning this course.
Your smartphone, smartwatch, and automobile (if it is a newer model) have AI (Artificial Intelligence) inside serving you every day. In the near future, more advanced “self-learning” capable DL (Deep Learning) and ML (Machine Learning) technology will be used in almost every aspect of your business and industry. So now is the right time to learn what DL and ML is and how to use it in advantage of your company. This course has three parts, where the first part focuses on DL and ML technology based future business strategy including details on new state-of-the-art products/services and open source DL software, which are the future enablers. The second part focuses on the core technologies of DL and ML systems, which include NN (Neural Network), CNN (Convolutional NN), and RNN (Recurrent NN) systems. The third part focuses on four TensorFlow Playground projects, where experience on designing DL NNs can be gained using an easy and fun yet very powerful application called the TensorFlow Playground. This course was designed to help you build business strategies and enable you to conduct technical planning on new DL and ML services and products.
Management Systems The Plan, Do, Check, Act (PDCA) cycle The core elements of a management system and the interrelationship between top management responsibility, policy, objectives, planning, implementation, measurement, review and continuous improvement. Quality Management The fundamental concepts and the seven quality management principles Customer focus Leadership Engagement of people Process approach Improvement Evidence-based decision making Relationship management.
The only training endorsed by Balanced Scorecard creators, Dr Kaplan and Dr Norton The Palladium Kaplan-Norton Balanced Scorecard Certification Program is the most comprehensive, extensive and authentic representation of the Balanced Scorecard strategy framework created by Dr. Robert S. Kaplan and myself. It is the only training and certification program that we endorse.
The Certified Business Analysis ProfessionalTM (CBAP®) designation is a professional certification for individuals with extensive business analysis experience. With at least 7500 hours of hands-on BA experience, CBAP® recipients are the elite, senior members of the BA community.
Plan, organize, direct and control Dubai Government excellence Program DGEP& quality and strategic functions and related activities Excellent Organisations achieve and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders.
Bachelor’s Degree, computer science and pure Mathematics, Faculty of science, Ain-Shams University in 2000. Grade: Good with very good in final project. Currently: Master of Business administration (MBA) from Cairo