Mutaz Fathi Hassan Salim

• Responsible and accountable of formulating the strategy with the team and working in many strategic initiatives to ensure the customer centric culture within the organization, and the ideation of a clear vision, mission, guiding principles and values on the type of the experience Zain Sudan seeks to deliver
• Manage all VOC process and customer's feedback, 90% of the process is automated now .
• Manage the CX metrics of the organization such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) customer effort score (CES) and (CXI) customer experience index, more than 14 reports with action plans and corrective actions per year .
• Manage the design of customer journey maps, customer personas are designed and 100% implemented in journey maps .
• Manage the UX-UI (user experience and user interface design, 3 updated versions of Zain app and 2 versions of the website are launched successfully .

• Mapping the most significant variations of each journey as customer experiences and would describe it and then revealing the sequence of steps to take from start to finish
• Identifying the 'Critical to Execution' list that prevented Zain SD from being ready to deliver remarkable experiences
• Understanding what customers think and how they feel about the delivered products and services and then Implementing voice of customer programs
• Responsible and accountable for embedding the customer centric culture within the organization and adopting the concept of from outside-in
• Responsible and accountable for CX design, innovative thinking, customer journey mapping and digital touch points transformation
• Turning insights into action; identifying what has changed in the business landscape and customer ecosystem and what Zain SD should change in order to remain relevant
• Developing an ongoing CX interaction training to employees
• Developing communication strategies and tactics to share the importance of CX with employees, customers, and the company
• Forming and managing cross functional teams (related departments) to ensure delivery is efficient and high quality and reviewing regularly CX metrics and feedback at all levels of the organization

• Increase the corporate business solutions contribution in the corporate revenue from 18-20% to more than 25% in 2017
• Enhance the business solutions portfolio and customer experience, by adding new connectivity packages and design customized solutions that fulfilled the corporate key customers

• For first time, applied loyalty program for consumers and corporate (HVC), we got approval for great budget from management, and provided our customers with business class flight tickets, hotel stays or dinner for twos, smart phones, Be in sport device with world cup
• Aligned and standardized service level by reducing waiting and service time in customer service center by 26%
• 231% from consumer sales target is achieved in 2013

• Validate and enhance all help desk reports and KPIs measurements
• Implement the FUN team expansion plan in Khartoum and regions (from 58 member to 280 members covered more than 70% of Sudan universities
• Increase of FUN team sales by 1400%
• Evaluated as extra achiever

• Participate in TNA implantation for the first time in training department
• Participate in creation of training module system
• Conducted internal training and coaching for employees on technical/non-technical subjects
• Evaluated as very good achiever

• Develop a guideline for the use of materials (where and how to place what in the shop)
• Create marketing materials order process with Logistic, Marketing and shops

• Mastered all testing and validation techniques from the customer's point of view

Handled the customers calls , complaints and inquires .

Sales for all Gillette products in Sudanese market .

Conducted reports for newspapers .

Top graduating student “first of my class”.

• first of my class
• GPA: Honors First Class