CX Simulation Specialist & Digital UAT Specialist
SBM- MOBILY
Total years of experience :13 years, 10 Months
Customer-centric approach and delivering a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey.
responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management and so on, in order to keep fine-tuning the customer’s experience
- Executed and mapped simulations, UATs proactive & Reactive incidents and improve customer experience
assure customer experience strategies were aligned with business goals, which resulted for mobily to win the CX award for the second time in the row
- Stayed up-to-date with emerging customer experience trends and technologies and made recommendations for their use
- Collaborated with senior leadership to ensure customer experience strategy was aligned with overall business strategy
- Assisted in the development of customer experience metrics and KPIs to track progress and measure the effectiveness of customer experience initiatives
- Worked with CX insight team on customer complaints and feedback to ensure timely resolution and prevent customer churn
- Worked collaboratively with cross-functional teams such as marketing, sales, operations, and product development to ensure customer needs and expectations were met
- Part of the team with CX Design that mapped out the customer journey, from initial awareness to post-purchase support, and identified areas for improvement
- Assisted in the development of Customer Assurance Framework
- Developed test plans and test cases for user acceptance testing based on business requirements and user stories
- Conducted UAT sessions with end-users to ensure the system met their needs and expectations
- Collaborated with cross-functional teams, including developers, project managers, business analysts, and quality assurance (QA) analysts, to ensure UAT was completed on time and within budget
- Managed UAT defects and issues, including tracking, reporting, and resolution
- Created and maintained UAT documentation, including test plans, test cases, and defect reports
- Provided UAT status updates and reports to project stakeholders
- Conducted post-implementation reviews to ensure UAT defects and issues were resolved
- Developed and maintained UAT processes and procedures to ensure consistent and effective UAT across projects
- Conducted quantitative and qualitative analysis of incidents reported by order management and sales teams to identify areas for improvement.
- Developed and maintained product matrix to improve workforce productivity.
- Assisted in the establishment of a new sales support team to offer complex non-GSM products to clients.
- Worked with the order management team to improve SLA for order execution.
- Collaborated with IT and Sales Management to train Mobily partners and resellers on Mobily product catalogue and how to negotiate and escalate IT challenges.
- Managed change requests and workarounds for product bug management and the CRM system.
- Developed and maintained project plans, executions, and & Monitoring for system improvement projects.
- Collaborated with cross-functional teams to ensure successful project implementation.
- Collaborated with IT Operations and IT Development to resolve root causes of issues and improve system performance.
- Developed technical documentation, including specifications and user manuals.
- Worked with Technical Marketing & IT development to prepare necessary technical documentation for change requests.
- Provided technical support to order management and sales teams to complete transactions and purchase orders.
- Improved the CRM complaints tree list to reflect the needed and expected customer complaints.
- Collaborated with cross-functional teams to ensure successful project implementation.
- Collaborated with cross-functional teams, including developers, designers, and product managers, to ensure successful product development and launch.
- Conducted UAT and ensured system CRM users had all necessary views and permissions developed for new projects.
- Developed user guides for product activation and modifications.
Ensured accuracy in all the documents, integrated the requests the system (Seibel), monitored all orders processes, mitigated errors, and trained the staff in line with predefined standards.
Monitored and evaluated all order issues and resolved in discrepancies in production metrics and ensured accurate billing of all bookings. Identified areas of improvement and organised training sessions and accordingly spearheaded new members of the order management team. Activated organization products by supporting new partners order management team.
Key Contribution:
Achieved best order management executive award for executing an efficient delivery of services to business customers and overseeing cross-functional teams’ engagement
1- service delivery through activation in Seibel.
2- Contracts & purchase order document validation.
3-Closing the Daily transaction with the Finance Team
4- a stakeholder in the lunch of new products
5-Training and supervising new members of the order management team.
6-Support new Partners Order management team to activate our Organization products
A Specialty in general Economics studies: 1- Macro & Micro economics Fundamentals & Analysis 2- The Islamic economy 3- The Principles of insurance and Risk management 4-Money and Banking. 5-The principles and analytic statistics 6- Stock market and Capital management 7- The international Economy 8- ُEconometric 9- ِAccounting 10-Energy-Economy-Environment Interactions 11- Mathematical Economics 12- Funding and investment 13-The history of economic thought 14- Business economics 15-Feasibility studies 16 the general financial Economics 17- the Contact of Islamic Funding’s
