COPC
Ahmed AbdelAziz
CX,Business Operations And QMS Leader
New Cairo
Summary
CX Digital Transformation Excellence, Business Operations &,PMO, & QMS Leader I have a extensive global experience & strong proven experience in management consulting in addition to deep advisory experience in Customer Experience and Customer Experience Management (CEM) including understanding customer needs/preferences, experience journey design, customer profitability analysis, customer strategy business transformation, customer retention, customer engagement roadmap development, customer acquisition, customer onboarding, customer development , Customer Complaints Management, implementation of ISO 9001:2015, 10004 , 10002, PCI Compliance.Work as a trusted advisor focused on creating and sustaining value for business partners. Help Organizations to solve issues, create value, maximize growth and improve business performance by working closely with the senior leadership across functional areas, applying expertise and deep industry knowledge to develop innovative, CX -driven solutions to solve business challenges. Focused on creating and sustaining value for business partners.Help organizations to solve issues, create value, maximize growth and improve business performance by working closely with the senior leadership across functional areas, applying expertise and deep industry knowledge to develop innovative, CX -driven solutions to solve business challenges.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
QMS Head of Department
Centro
05.2023 - Current
- Develop business process of the company products Customer Journey, services and promotions starting from the customer’s point of view and ending in a clear list of duties for digital implementation & customer facing agents across all departments
- Trigger/capture all process gaps and align with process owner & stakeholders/Project Manager to close/enhance project business process
- Support Centro in compliance to global policies and standards
- Utilize data driven techniques like six sigma in process and data improvement project
- Obtain and Maintain organization ISOs certifications
- Develop company internal processes to achieve higher level of customer satisfaction and quality of services
- Ensure and document processes / working Instructions defining exact end-to-end workflows, roles, responsibilities service levels and communicating to all relevant entities
- Resolve all received customer complaints, requests and inquiries related to commercial launches within the pre-determined SLA
- Implement operational workflows across departments & system
- Ensure CRM processes KPI and SLs are reflected on related CRM systems to demonstrate the effectiveness of the customer interfacing process and related customers journey steps
- Conduct gap analysis and performance analysis to assess the current state and propose process and operational changes for the future state to align with the organization’s business goals and objectives
- Constructed business process maps, and operation value stream maps to perform in detail analysis of various processes
- Implemented a quality management system in accordance to ISO standards 9001:2015, 10004, 10002, 27001:2022, PCI, GDPR & PDPL)
- Conducts internal Auditing Including (Planning, Checklists Preparation, Reporting, NC Raising, CAPA Follow Up)
- Develop and implement operational risk management policies, procedures, guidelines and assessments
- Assist the Resilience and & BCM Manager in implementing the Business Continuity and Contingency Plan (BCCP), including setting up and providing governance for project teams if required
- Identify, develop, and implement risk controls for business continuity, crisis management, people, and technology-related risks
Director, CX Excellence, Business Operations
Peppers & Rogers Group
07.2020 - 05.2023
- Design and develop customer experience initiatives, including the Journey, Channels, Segments and monitor the execution of these initiatives
- Design and monitor customer experience KPIs and satisfaction data and recommend course of action taking into consideration best practices/ benchmarks
- Develop customer experience and satisfaction improvement initiatives in coordination with related stakeholders
- Design and run customer experience surveys, fielding of surveys, and reporting on a periodic basis on customer satisfaction
- Establish a culture of customer experience by launching CEX framework and ensure reflection in the individual performance
- Drive ongoing market research (questionnaires, focus groups, etc.) on customer experience and satisfaction
- Select and manage external market research agencies to perform customer experience related market research, if required
- Design initiatives that will help Clients move from reactive to proactive management of customer
- Develop and implement Corporate level programs execution framework and governance
- Implement programs, initiatives, and recommendations developed by Corporate
- Prepare and present periodic progress reports on programs implementation
- Develop and implement escalation management framework to be used when necessary
CEX Excellence Consultant & Sr. PMO Manager, Enterprise Business Unit
STC (Saudi Telecom Company)
11.2013 - 01.2020
- Company Overview: Former Advisory position for STC EBU top Management
- Held 3 supervisory roles in CEX in the Enterprise Business Unit: Sr
- Supervisor, CEX, (2013-2015), Manager, CEX Excellence & PMO (2015-2017) and then Manager, PMO (2017-2018), prior to assuming role of Sr
- Manager, CEX Excellence & PMO, EBU in 04/2018
- Develop and implement enterprise CX strategies, initiatives and programs to drive growth for enterprise products/services and CX visibility
- Manage VoC and VoE programs across journey and touchpoints with closed-loop process, measuring NPS (net promoter score), CSAT (customer satisfaction), CEI (customer experience index) and CES (customer efforts score) and linking satisfaction with revenue
- Enhance customer journeys using the TMF CX model and lifecycle; develop and drive improvement measures and initiatives with stakeholders
- Collect and analyze customer views and feedback, liaising with the market research team; analyze and ensure resolution of customer issues; conduct mystery shopping, CEI, NPS, questionnaires, focus groups and VOC activities to ensure compliance with quality standards
- Assist with implementing CX KPI projects where all front-line staff have a part of appraisal linked to customer feedback
- Assess customer, product and services journeys for long-term business growth; analyze current CX and satisfaction data; define, monitor and track CX KPIs to measure performance
- Work closely with Customer Care Centers, Field Ops and Sales General Directors of the enterprise sector and with key stakeholders and partners
- Highlights: Implemented quality management and customer satisfaction standards for the CX Dept
- (ISO 10004 certificate) (04/2017)
- Highly involved in creating a customer-focused environment open to feedback and in enhancing the organization’s ability to improve product and customer service (10002 certificate) (2017-2018)
- Received the Best Customer Experience in MENA award for our CX Dept
- In 12//2017 and 2018
- Former Advisory position for STC EBU top Management
Sr. Specialist, CS & CRM Operation Monitoring
Orange
12.2006 - 11.2013
- Following COPC standards
- (Coro, Con Call Center, BO teams, Directory & Social Media)
- Prepare Accurate counts to ensure providing consistent evaluation quotation mechanism across all CS entities
- Perform regular testing for CS IVR’s and accessibility testing for
- Contribute to the development, definition and implementation of quality standards
- Conduct training sessions to new inductions / TL to ensure awareness of quality standards
- Align the product & service guide on intranet along with the provided handling from the CC agents and take the corrective action if any accordingly
- Perform /report regular Monitoring on Outsourcing Entities Call center /activities to ensure providing acceptable Quality of services to Our Customers
- Provide quality measurements for Outsourcers that are used to apply penalties whenever the contracted quality levels are not achieved
- Perform regular audit for the website content to ensure that information availed at all customer touch-points is up-to-date
- Initiate requests to develop and update scripts communicated to customers
- Monitoring newly marketing launched projects and providing the CS Commercial Project/CRM Process with related feedback highlighting results impact on mentioned teams KPI’s
- Identify opportunities to enhance customer’s experience and/or optimize cost
- Resolve all customer complaints, requests and inquiries within the pre-determined SLA’s via in depth investigation channel it to relevant department to decide on Compensation/retention amounts granted to customers
- Perform Internal /External Mystery callers on Different products/services upon request & highlight any recommendation to enhance quality of handling
Corporate Sr. Sales Agent
Citibank Egypt
05.2003 - 09.2006
- Manage a number of accounts’ in certain territory
- Achieve the Retail sales target
- Develop the sales processes to achieve the target
- Increase number of customers through appointing
- Perform any other requirements/activities according to the department business needs
- Apply the marketing strategies in penetrating the market
- Follow up Customers through frequent visits each according to his areas and report results to his superiors
- Facilitate the availability of products in the market
- Train new sales agent on the new products and services launched by Citi bank
- Solve all customer problems with different parties
Education
B.Sc. - Accounting
University of Cairo
Egypt 09.1999 - 05.2003
Skills
- CX Excellence
- Digital transformation
- Strategy
- Cascaded Enterprise CX
- Customer Feedback
- Customer Journeys
- Customer Satisfaction
- CX Improvement Initiatives
- CX Models
- CX Plans
- CX Visibility
- Enterprise CX Programs
- Enterprise CX Projects
- TMF Lifecycle Models
- Touchpoint Mapping
- Voice of Customer Programs
- Voice of Employee Programs
- PMO Management
- Back Office Operations
- Field Operations
- Front Office Operations
- Omni-Channel Operations
- Project Management
- Requirement Analysis
- Resource Allocation
- Sales/Account Management
- Business Development
- Corporate Presentations
- Customer Relations
- Social Media
- Analytics & Reporting
- Customer Satisfaction Data
- Customer Data Analysis
- KPI Management
- Quality Control
- Customer Experience Index
- Compliance
- Focus Group Sessions
- Performance Improvement Initiatives
- Quality Standards
- VOC Activities
Software
TM Forums etom
ISO 9001:2015 Lead Auditor
LSSGB
Certification
Certified Lean Six Sigma, 05/2015
Training
- Leadership: Personal Effectiveness, 01/2009
- Strategic Management, 02/2016
- Managing & Leading Others, 11/2017
- Project Management & Control, 05/2014
- Lean Six Sigma, 12/2014
Accomplishments
STC Achievements
1.1-Established STC EBU customer experience department, built customer experience measurements framework.
1.2-Lead the CEI transformation on STC corp level
• Adopted TMF customer lifecycle framework to ensure all customer touchpoints are covered customer centric
• Every lifecycle step has KPIs1 that are tracked and measured with E2E customer-centric KPIs.69 KPIs
• Objectives, mapped to DARE, were set for each customer lifecycle step ensuring best practice is tracked
More realistic targets were set, in addition to ‘Ambition’ identifying underperforming areas and pushing BUs to improve to become best-in-class.
1.3- Lead STC EBU Mystery shopping assessment that had Covered yearly 250 outlets across the kingdom by assign 5 main areas external premises , internal premises and waiting are customer interaction experience visit completion that lead to drive the Retile committee n with Sr mangers Vp and SVP to start the execution plan regarding areas of improvement plan and transfer the retail experience.
1.4- Digitize STC Enterprise customer key transactions:
· Service delivery tracking
· Service cancellation
· Service management (self-care)
That lead to Increase # of transaction over digital channels to reach 120M (+20%) instead of 100.5M by EOY 2019
Increase# of registrations over MyBusiness to reach 60K (40%) instead of 43K by EOY 2019.
1.5-Used TM forum frameworks and best practices, and got ISO certifications 10002 & 10004 for customer experience and complaint management
2-Centro Achievements
2.1-Improved Client satisfaction (CSAT scores) by 20%.
2.2-Obtained ISO 9001:2015 GDPR and PCI DSS.
2.3- Adopt BPO operations to comply with the COPC and HIPPA standards.
3- Peppers & Rogers Group Achievements
3.1- Participated in establishing the strategic internal communications department at the Ministry of Defense (MOD).
3.2- Effectively managing call center operations and achieving the objectives of the Ejar and Mualak programs under the National Housing Company (NHC).
Timeline
QMS Head of Department
Centro
05.2023 - Current
Director, CX Excellence, Business Operations
Peppers & Rogers Group
07.2020 - 05.2023
CEX Excellence Consultant & Sr. PMO Manager, Enterprise Business Unit
STC (Saudi Telecom Company)
11.2013 - 01.2020
Sr. Specialist, CS & CRM Operation Monitoring
Orange
12.2006 - 11.2013
Corporate Sr. Sales Agent
Citibank Egypt
05.2003 - 09.2006
B.Sc. - Accounting
University of Cairo
09.1999 - 05.2003
Certified Lean Six Sigma, 05/2015
Certified ISO 9001 Internal Auditor, 04/2017
Certified eTOM, 04/2017
Certified COPC HPMT, 05/2020
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