Oct 2023 – May 2025 · 1 yr 7 mos · Riyadh, Saudi Arabia · On-site

• Led and delivered multi-sector business transformation and process excellence initiatives across leading public and private organizations, including STC, Real Estate General Authority, National Competitiveness Center, and General Authority for Awqaf, focusing on designing operating models, process architectures, and governance frameworks aligned with organizational strategies. The engagements covered continuous improvement model design, organizational transformation impact assessments, IT policies and artifacts development, customer protection and customer service operating models, and process excellence frameworks, supported by global benchmarking and best practices. The work also included developing detailed L4 processes (Core and Non-Core) , and executing change management, training, and enablement programs to embed process excellence capabilities and drive sustainable operational performance.
• Responsibilities
• Manage clients relationships and project planning
• Lead a team of process consultants specialized in designing and improving process workflows
• Lead the process excellence practice, spreading awareness and providing process methodologies training
• Lead and Conduct Process Enablement and Change Management training

Mar 2022 – Jan 2023 · 10 mos · Cairo, Egypt · Remote

• Key Achievements
• Designed and Optimized 66% of the CX Org end2end processes
• Audited and documented +25 CX processes
• Defined and eliminated 4 business critical risks (Support, financial, billing and legal)
• Lead the process excellence efforts for the Customer Experience to develop operations workflows, validate process documents and define operations enhancement opportunities
• Manage process development for the CX Organization across (EMEA - APAC - AMER)
• Lead process optimization projects for Technical Support, Customer Success Managers, and Technical Account Managers
• Design cross-functional processes End-to-End to leverage collaboration between teams
• Define and design CX Org Reporting requirements - KPIs - OKRs

Aug 2018 – Mar 2022 · 3 yrs 7 mos · Cairo, Egypt · Hybrid

• Key Achievements
• Enhanced vRealize product enablement through implementing cross-selling initiative with the customer success team
• Enhanced Sales team efficiency and reduced lost sales by 12% by creating a tracking dashboard to supervise and streamline selling activities and stages.
• Developed and optimized 80% of the CSMs' SOPs and process documents
• Developed 6 CSM performance reports to enhance quality control and process analysis (Backlog Dashboard - Consumption Report – CSMs WFM Capacity Report -NPS dashboard)
• Automated 3 reports using the PowerBi tool to improve reporting efficiency
• Proactively identified 4 critical business risks in support, finance, billing, and legal spectrums following the continuous improvement methodologies.

Apr 2015 – Aug 2018 · 3 yrs 4 mos · Cairo, Egypt

• Key Achievements
• Acted as Operational Excellence Change Agent during the Organization Transformation (rebranding), to assess the transformation impact on processes and operations and facilitate operational alignment, and risk mitigation planning
• Reduced the order fulfillment SLA by 24 hours through strategic task prioritization, boosting process efficiency and team deliverables by 15%.
• Recovered over 6 million EGP in lost assets by identifying and closing critical e-commerce sales process gaps.

Aug 2007 – Apr 2015 · 7 yrs 8 mos · Cairo, Egypt

• Key Achievements
• Acted as key participant in core systems transformation (platform migration), ensuring operations sustainability, effectiveness, beside planning for and assessing estimated risk scenarios and risk mitigation plans.
• Enhanced call center quality by 3% through processes optimization.
• Reduced Average Handling Time (AHT) 15 seconds by streamlining product information access.