Hey it is Mo!

• Identify, develop and deliver globally scalable, sustainable and profitable products and services which will lead to the reinvigoration of the British Council’s commercial B2C and B2B new product development programme. 
• Owns new products development, digital transformation and AI capability initiatives.

• Led and mentored teams of up to 70. Owned new product launches, digital transformation, capability initiatives and customer experience strategy from a customer operations perspective.
• Produced / implemented Customer Operations Product Launch Framework; decreased product requirements turnaround time from 5 to 2 days – used lessons learnt and minimized launch defects.
• Led the Customer Operations Product Launch Team; successfully launched over 650 consumer and enterprise products / improvements. This included concept design, requirements gathering, solution design, testing, training, marketing communications and go-to-market strategy.
• Drove implementation of Customer Experience Strategy; increased Transactional Net Promoter Score from 55 to 75 by improving the E2E customer journey and optimizing critical operational factors - front office knowledge, tools, automation and customer communications.
• Championed digital transformation; implemented omni-channel and digital operations (web chat, social media, email, co-browsing and video support). These new digital tools handled over 40K customer interactions per month with a 98% service level. Also played a key role in the launch of robotics, du app, e-shop, chatbots and other innovations.
•  Led the Service Fulfillment & Assurance Team; improved trouble tickets resolution rate by 7% and over- achieved all operational KPIs.
• Managed the Customer Operations Empowerment Programme; achieved a 10% improvement in QA scores, a one day reduction in the fixed services fulfilment process and reduction of 7k billing queries, 3k trouble tickets & 2k man-hours per month.
• Devised the methodology of the Customer Problem Management Team; identified, tracked and solved high customer-impacting problems - resolved 65 complex problems.
• Winner of Multiple Awards in Product Launch Management, Leading Enterprise Transformation Journeys and Empowerment. Recognised as Most Innovative Department / Innovation Role Model for two consecutive years.

• Designed and delivered customer experience, market research and benchmarking for the CEO / Executive Management to assess / understand customer touch points, measure customer experience, interpret customer needs and utilized the feedback to drive improvements. The research included Mystery Shoppers / Callers, Satisfaction Surveys, Competitor Analysis, Network, FUTs, Call Quality Tests and Roaming Audits.
• Used the research to improve customer experience; drove an 8% increase in customer satisfaction, a 14% increase in shop adherence, an 8% increase in call centre adherence and a 20% increase in directory enquiries soft skills.
• Led the Fixed National Launch (Bitstream) Programme which set up fixed services. Achieved technical and commercial readiness across the UAE on time with more than 900 active FUT customers.

•  Led corporate testing projects including business simulations, user trials and process walkthroughs for product launches to ensure excellent levels of customer experience.
• Managed the Service Assurance Quality Work Stream; root cause, repeated calls, trouble tickets analysis and satisfaction surveys. Reduced the trouble ticket backlog by 68% in a single quarter and significantly increased the percentage of trouble tickets resolved within the SLA.
•  Led the successful on time / within budget launch of offshore contact centres in India and Jordan; the projects included scope definition, vendor evaluation & selection, contractual agreements, project implementation and transition.
• Received an appreciation letter from the CEO as a key lead of the Customer Excellence Programme.

• Designed the business architecture, key business processes and managed work instructions across a number of business areas / systems to enable the successful launch of du.
• Developed and managed du’s CRM implementation including triplets, smart scripts, activity templates, workflows, routing rules, violation rules, escalation rules, reporting, analysis and training.

• Developed the Sales Business Processes Manual incorporating over 400 corporate, retail, indirect and VIP sales customer processes.
• Led the Launch War Room which tracked, analysed, resolved, and reported on any start-up issues and ensured a successful launch; nearly 10k customer-related issues were solved in three months.
• Project-managed the development and implementation of CRM (service requests management).

FT top 10 ranked for international business.

Achieved first place in the Action Project.