Mohammed Dawood

• Own end-to-end CRM execution lifecycle across acquisition and retention initiatives (brief, segmentation, QA, launch, optimization), ensuring timely delivery and measurable commercial impact.
• Architected and deployed 10+ automated lifecycle programs (Cart Abandonment, Welcome, Reactivation), delivering 50% uplift in conversion and 16% revenue growth.
• Monitored and optimized end-to-end acquisition funnel (exposure to conversion), improving click-through, subscription, and purchase rates through continuous testing.
• Led CDP-driven segmentation and personalization strategy, enabling targeted audience activation and improved customer lifetime value.
• Established CRM performance dashboards tracking engagement, conversion, and revenue, enabling data-driven optimization and executive reporting.
• Drove adoption of AI-enabled CRM automation, reducing campaign turnaround time and improving operational efficiency.
• Automated key customer journeys and service communications, reducing inbound calls by 40% and improving self-service adoption.
• Re-engineered case management and omnichannel routing, improving FCR by 20% and accelerating resolution cycles.
• Own CRM and CX technology ecosystem, ensuring integration, scalability, and governance across platforms.

• Directed Multi-Site Operations: Led a team of 50+ professionals across three contact centers, managing internal
and outsourced operations. Developed a strategic resource allocation model, optimizing staffing for multi
channel support (chat, email, phone). Achieved a 98% SLA compliance rate and reduced service inconsistencies
by 20% through data-driven strategies and integration of Salesforce CRM and Genesys Contact Center.
• Streamlined Operational Efficiency: Executed comprehensive training programs, implemented agile
methodologies, and introduced process improvement initiatives. This resulted in a 20% increase in agent
productivity and a 25% improvement in First Contact Resolution (FCR) while reducing operational costs by 10%
through technology integration.
• Accelerated Revenue Growth and Customer Success: Transformed the Value-Added Services Contact Center
into a profit-generating unit, achieving a 135% revenue increase within six months. Surpassed monthly telesales
targets by 120% and maintained 98% SLA compliance by leveraging customer retention strategies, churn
reduction techniques, and targeted upsell initiatives.
• Enhanced Customer Experience and Alignment: Restructured customer service tools within the Customer
Experience Department, leading to a 3% boost in CSAT and a 1% rise in NPS. Partnered with key stakeholders to
align with business objectives and effectively managed change initiatives to enhance the customer journey.
• Led Technology and Process Transformation: Spearheaded the transition to a cloud-based contact center
platform, aligning with the companys strategic vision to improve scalability, efficiency, and digital innovation.
Managed end-to-end project execution, ensuring a seamless transition and comprehensive user training.
• Ensured Business Continuity and Compliance: Led an outsourcing initiative, ensuring seamless continuity during
a 34% surge in call volume. Achieved a 98% call handling rate and a 90% employee knowledge score, adhering to
COPC standards and regulatory compliance.
• Developed Team Engagement and Change Management: Mentored and developed a high-performing team,
fostering continuous learning and achieving a 15% increase in employee engagement through strategic change
management.

• Orchestrated Regional Communication Strategy: Directed a team of 60+ professionals across the UAE, Oman,
Qatar, and KSA, implementing a unified communication strategy. This led to a 14% increase in cross-border sales,
improved service consistency, and 15% faster response times. Aligned with regional business goals through
collaboration with cross-functional teams, including sales, IT, and marketing.
• Launched and Optimized Data-Driven Customer Platforms: Led the launch of a customer data platform,
providing enhanced insights and driving targeted marketing. This boosted Customer Lifetime Value (CLV) by 5%.
Managed end-to-end implementation, ensuring alignment with business goals and data accuracy.
• Boosted Customer Engagement and Loyalty: Developed data-driven CRM programs that increased customer
engagement by 35% and repeat transactions by 10%. Implemented churn prevention strategies and ensured
compliance with data regulations. Strengthened Compliance Framework: Implemented a data management framework across four countries,
reducing data breaches by 50% and ensuring 100% compliance with regional standards. Conducted training
sessions for consistent practices.
• Optimized CRM and ERP Integration: Spearheaded CRM and ERP integration projects, enhancing data flow and
decision-making efficiency by 30%. Collaborated closely with cross-functional teams to deploy customer data
solutions.

• Managed Multi-Location Support Services: Directed operations for 80+ customer service professionals across
seven emirates, implementing a centralized multi-channel support system. This resulted in a 35% increase in
customer acquisition and a 40% improvement in retention. Focused on client onboarding to ensure smooth
transitions and high satisfaction
• Delivered Consistent and High-Quality Service: Streamlined processes to deliver consistent and exceptional
customer experience, aligning with business goals. Monitored key performance metrics to optimize service
delivery.
• Drove Record Sales and Revenue: Achieved a 46% increase in sales, contributing to 43% year-over-year
revenue growth through cross-sell strategies and digital service channels.
• Led Operational Innovation: Orchestrated cross-functional efforts to launch new communication channels,
including WhatsApp and mobile apps, driving digital transformation and ensuring industry compliance.
• Expanded Communication Platforms: Launched new communication channels, improving customer
accessibility. Conducted stakeholder sessions, aligning performance metrics and a 15% rise in satisfaction.