I am a Customer Experience & Service Management Executive with 16+ years of leadership across telecom, retail, and e-commerce in KSA and Egypt. My career has been dedicated to building customer-centric environments where SLAs are consistently exceeded, service frameworks are optimized, and teams are empowered to deliver euphoric customer experiences.
Throughout my journey — from leading high-value customers call center at Etisalat, to managing large-scale contact center operations for Landmark Group, to spearheading CX transformation at Extra Electronics — I have consistently delivered measurable improvements in CSAT, NPS, retention, and operational efficiency. My approach blends ITIL-based service management, KPI-driven performance oversight, and strategic stakeholder engagement to align service outcomes with business priorities.
I thrive in high-stakes environments, leading sensitive projects, resolving critical issues, and transforming service operations into growth enablers. My experience spans multimarket leadership, digital channel adoption, and risk management, allowing me to seamlessly integrate customer insight with strategic execution.
Today, I am passionate about helping organizations leverage customer experience and service management as strategic differentiators — creating value not just for clients, but for the business at large.More...