Available to hire
I am a results-obsessed CX leader with 19+ years of success architecting and delivering large-scale digital transformations across the Middle East. I build customer-centric powerhouses that drive measurable growth by leveraging AI, data analytics, and cultural change to create loyalty and operational excellence.
I am seeking a senior CX leadership role (CXO, VP, Senior Director, or CX Transformation Consultant) in the Gulf region or Europe where I can scale strategic value across organizations. Notable achievements include pioneering a region-first AI-powered churn model that reduced churn by 22% in six months, delivering a +25-point NPS uplift and a 30% increase in digital engagement, and leading a mega CX transformation project with McKinsey for the largest integrated telecom in the Middle East. I’ve commanded cross-functional teams of 500+ and P&L budgets over $5M, transforming a contact center into a profit center contributing 26% of total sales.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Language
Arabic
Fluent
English
Fluent
Work Experience
Corporate Customer Experience Director (Planning & Design) at WE Telecom Egypt
June 1, 2019 - PresentReduced customer churn by 22% within 6 months by implementing a region-first AI-powered prediction model that proactively identified at-risk customers. Improved overall operational efficiency by 25% through a company-wide CX digital transformation. Increased customer satisfaction by 20% via a real-time CX dashboard linking operational metrics with customer feedback. Boosted loyalty by 15% with a unified 360-degree survey platform. Achieved 30% increase in digital channel engagement. Directed and mentored a diverse team of 200+ professionals across CX planning, design, and analytics.
Head of Digital Experience at WE Telecom Egypt
June 1, 2019 - September 14, 2025Drove a 35% increase in digital channel adoption and led a cross-functional team to deliver unified digital experiences. Increased self-service adoption by 40% through UX enhancements and a new mobile app.
Head of Digital Support at WE Telecom Egypt
November 1, 2018 - September 14, 2025Reduced inquiries to traditional support channels by 12% while increasing digital channel satisfaction by 10%. Established the corporate online support presence, integrating web chat, social media, and app support into a unified ecosystem.
Contact Center Senior Manager at TE Data (Largest Internet and Data Provider in Egypt)
May 1, 2017 - September 14, 2025Transformed the contact center into a profit center, increasing its sales contribution from 10% to 26% of total corporate sales. Improved operational efficiency by 10% through post-merger integration of disparate customer service departments.
Customer Care Planning & Development Senior Manager at TE Data (Largest Internet and Data Provider in Egypt)
November 1, 2013 - September 14, 2025Drove customer satisfaction scores from 45% to 84% through initiatives focused on first-call resolution and agent empowerment. Reduced employee turnover by 54% through a comprehensive training and development program.
Quality Assurance & Process Management Manager at Majorel (International BPO)
April 1, 2009 - September 14, 2025Achieved COPC certification for the site, standardizing processes and delivering a 20% improvement in measured customer satisfaction.
Corporate Customer Experience Director (Planning & Design) at WE Telecom Egypt
June 1, 2019 - PresentLed region-first AI-powered churn prediction model, reducing customer churn by 22% within 6 months; orchestrated a company-wide CX digital transformation; implemented real-time CX dashboards linking operations with customer feedback; launched a 360-degree survey platform to unify feedback channels; managed a 200+ team and budgets over $5M.
Head of Digital Experience at WE Telecom Egypt
June 1, 2019 - September 14, 2025Drove a 35% increase in digital channel adoption; increased self-service adoption by 40% through cross-functional app development; led a 50+ member team to deliver unified digital experiences.
Head of Digital Support at TE Data
November 1, 2018 - September 14, 2025Established the corporate online support presence by integrating web chat, social media, and app support; reduced inquiries to traditional channels by 12% and increased digital channel satisfaction by 10%.
Contact Center Senior Manager at TE Data
May 1, 2017 - September 14, 2025Transformed the contact center into a profit center with sales contribution rising from 10% to 26% of total corporate sales; post-merger integration improved efficiency by 10%.
Customer Care Planning & Development Senior Manager at TE Data
November 1, 2013 - September 14, 2025Drove customer satisfaction from 45% to 84%; reduced employee turnover by 54% through comprehensive training and development programs.
Quality Assurance & Process Management Manager at Majorel
April 1, 2009 - September 14, 2025Led COPC certification for the site, standardizing processes and achieving a 20% improvement in measured customer satisfaction.
Corporate Customer Experience Director (Planning & Design) at WE Telecom Egypt
June 1, 2019 - PresentReduced customer churn by 22% within 6 months by implementing a region-first AI-powered prediction model; improved operational efficiency by 25% through a company-wide CX digital transformation; increased overall customer satisfaction by 20% via a real-time CX dashboard; boosted loyalty by 15% with a unified 360-degree feedback platform; led a 200+ member team focusing on CX planning, design and analytics.
Head of Digital Experience at WE Telecom Egypt
June 1, 2019 - September 14, 2025Drove a 35% increase in digital channel adoption; grew self-service adoption by 40% through cross-functional mobile app development; led a 50+ member cross-functional team to deliver unified digital experiences.
Head of Digital Support at WE Telecom Egypt
November 1, 2018 - September 14, 2025Reduced inquiries to traditional support channels by 12% while increasing digital channel satisfaction by 10%; established and integrated the corporate online support presence (web chat, social, app support).
Contact Center Senior Manager at TE Data
May 1, 2017 - September 14, 2025Transformed the contact center into a profit center, increasing its sales contribution from 10% to 26% of total corporate sales; improved post-merger integration and operational efficiency by 10%.
Customer Care Planning & Development Senior Manager at TE Data
November 1, 2013 - September 14, 2025Drove customer satisfaction scores from 45% to 84% through first-call resolution and agent empowerment; reduced employee turnover by 54% via a comprehensive training and development program.
Quality Assurance & Process Management Manager at Majorel
April 1, 2009 - September 14, 2025Led site COPC certification and standardized processes, contributing to a 20% improvement in measured customer satisfaction.
Corporate Customer Experience Director (Planning & Design) at WE Telecom Egypt
June 1, 2019 - PresentLed region-wide CX initiatives, delivering a 22% reduction in customer churn within six months through an AI-powered at-risk customer prediction model. Directed a company-wide digital CX transformation, resulting in a 25% increase in operational efficiency and a 20% rise in overall customer satisfaction. Implemented a real-time CX dashboard linking operational metrics with customer feedback and launched a unified 360-degree survey platform, driving a 30% boost in digital channel engagement. Managed a diverse team of 200+ professionals across CX planning, design, and analytics while steering cross-functional governance and budgets over $5M.
Head of Digital Experience at WE Telecom Egypt
June 1, 2019 - September 14, 2025Drove a 35% increase in digital channel adoption and a 40% rise in self-service channel usage. Led a 50+ member cross-functional team to deliver unified digital experiences across channels.
Head of Digital Support at WE Telecom Egypt
November 1, 2018 - September 14, 2025Reduced inquiries to traditional support channels by 12% while improving digital channel satisfaction by 10%. Built and launched the corporate online support presence, integrating web chat, social media, and app support into a single ecosystem.
Contact Center Senior Manager at TE Data
May 1, 2017 - September 14, 2025Transformed the contact center into a profit center by increasing its sales contribution from 10% to 26% of total corporate sales. Improved post-merger operational efficiency by 10% through integration of disparate departments.
Customer Care Planning & Development Senior Manager at TE Data
November 1, 2013 - September 14, 2025Drove customer satisfaction from 45% to 84% with initiatives focused on first-call resolution and agent empowerment. Reduced employee turnover by 54% through a comprehensive training and development program.
Quality Assurance & Process Management Manager at Majorel
April 1, 2009 - September 14, 2025Led COPC (Customer Operations Performance Center) certification for the site, establishing standardized processes and yielding a 20% improvement in measured customer satisfaction.
Corporate Customer Experience Director (Planning & Design) at WE Telecom Egypt
June 1, 2019 - PresentLed region-wide CX design and analytics; reduced churn by 22% in 6 months using an AI-powered prediction model; improved operational efficiency by 25% through a company-wide CX digital transformation; increased customer satisfaction by 20% via a real-time CX dashboard linking operations with feedback; boosted loyalty by 15% with a unified 360-degree survey platform; achieved a 30% lift in digital channel engagement; directed 200+ professionals across CX planning, design, and analytics; managed P&L of $5M+; transformed a contact center from a cost center to a profit center contributing 26% of total corporate sales.
Head of Digital Experience at WE Telecom Egypt
June 1, 2019 - September 14, 2025Drove a 35% increase in digital channel adoption; increased self-service adoption by 40% through cross-functional mobile app development; led a 50+ member team delivering unified digital experiences.
Head of Digital Support at WE Telecom Egypt
November 1, 2018 - September 14, 2025Reduced inquiries to traditional support channels by 12% while increasing digital channel satisfaction by 10%; Established the corporate online support presence with integrated web chat, social, and app support.
Contact Center Senior Manager at TE Data
May 1, 2017 - September 14, 2025Transformed the contact center into a profit center, elevating its sales contribution from 10% to 26% of total corporate sales; improved operational efficiency by 10% through post-merger integration of service departments.
Customer Care Planning & Development Senior Manager at TE Data
November 1, 2013 - September 14, 2025Drove CSAT from 45% to 84% via first-call resolution and agent empowerment; reduced employee turnover by 54% through a comprehensive training and development program.
Quality Assurance & Process Management Manager at Majorel
April 1, 2009 - September 14, 2025Achieved COPC certification; standardized processes and delivered a 20% improvement in customer satisfaction through process optimization.
Corporate Customer Experience Director (Planning & Design) at WE Telecom Egypt
June 1, 2019 - PresentReduced customer churn by 22% within 6 months by implementing a region-first AI-powered prediction model; improved operational efficiency by 25% through a company-wide CX digital transformation; increased customer satisfaction by 20% via a real-time CX dashboard; boosted loyalty by 15% and achieved a 30% increase in digital channel engagement; led a 200+ person team and mentored CX planning, design, and analytics functions.
Head of Digital Experience at WE Telecom Egypt
June 1, 2019 - September 14, 2025Drove a 35% increase in digital channel adoption; led a cross-functional effort to develop a unified digital experience and mobile app, achieving a 40% rise in self-service adoption; managed 50+ cross-functional team members to deliver integrated digital experiences.
Head of Digital Support at WE Telecom Egypt
November 1, 2018 - September 14, 2025Reduced inquiries to traditional support channels by 12% while increasing digital channel satisfaction scores by 10%; established the corporate online support presence, integrating web chat, social media, and app support into a unified ecosystem.
Contact Center Senior Manager at TE Data (Largest Internet and Data Provider in Egypt)
May 1, 2017 - September 14, 2025Transformed the contact center into a profit center, increasing its sales contribution from 10% to 26% of total corporate sales; improved operational efficiency by 10% by integrating post-merger customer service departments.
Customer Care Planning & Development Senior Manager at TE Data
November 1, 2013 - September 14, 2025Drove customer satisfaction scores from 45% to 84% through initiatives focused on first-call resolution and agent empowerment; reduced employee turnover by 54% via a comprehensive training and development program.
Quality Assurance & Process Management Manager at Majorel (International BPO)
April 1, 2009 - September 14, 2025Led COPC certification for the site and standardized processes, achieving a 20% improvement in measured customer satisfaction.
Corporate Customer Experience Director (Planning & Design) at WE Telecom Egypt (Largest Integrated Telecom Company in Egypt & Middle East)
June 1, 2019 - PresentReduced customer churn by 22% within 6 months by implementing a region-first AI-powered prediction model identifying at-risk customers. Improved overall operational efficiency by 25% through a company-wide CX digital transformation. Increased customer satisfaction by 20% via a real-time CX dashboard linking operational metrics to customer feedback. Directed a 200+ person team across CX planning, design, and analytics.
Head of Digital Experience at WE Telecom Egypt
June 1, 2019 - September 21, 2025Drove a 35% increase in digital channel adoption; led a 40% rise in self-service adoption through cross-functional app development and UX improvements. Managed a 50+ member cross-functional team to deliver unified digital experiences.
Head of Digital Support at WE Telecom Egypt
November 1, 2018 - September 21, 2025Established the corporate online support presence (web chat, social, app support) and integrated support channels into a unified ecosystem, reducing traditional inquiries while improving digital channel satisfaction.
Contact Center Senior Manager at TE Data
May 1, 2017 - September 21, 2025Transformed the contact center into a profit center, growing its sales contribution from 10% to 26% of total corporate sales. Improved post-merger integration and overall efficiency by 10%.
Customer Care Planning & Development Senior Manager at TE Data
November 1, 2013 - September 21, 2025Drove customer satisfaction from 45% to 84% through first-call resolution and agent empowerment; reduced employee turnover by 54% via a comprehensive training and development program.
Quality Assurance & Process Management Manager at Majorel
April 1, 2009 - September 21, 2025Achieved COPC certification for the site, standardizing processes and delivering a 20% improvement in measured customer satisfaction.
Education
Master of International Business Administration (MIBA) at ESLSCA Business School
January 11, 2030 - September 14, 2025Professional Master for Executive Leader (PMEL) at Missouri State University
January 11, 2030 - September 14, 2025Diploma in Total Quality Management at American University in Cairo
January 11, 2030 - September 14, 2025Bachelor of Commerce at Ain Shams University
January 11, 2030 - September 14, 2025Master of International Business Administration (MIBA) at ESLSCA Business School
January 11, 2030 - September 14, 2025Professional Master for Executive Leader (PMEL) at Missouri State University
January 11, 2030 - September 14, 2025Certified COPC Implementation Leader at COPC Inc.
January 11, 2030 - September 14, 2025Diploma in Total Quality Management at American University in Cairo
January 11, 2030 - September 14, 2025Bachelor of Commerce at Ain Shams University
January 11, 2030 - September 14, 2025Master of International Business Administration (MIBA) at ESLSCA Business School
January 11, 2030 - September 14, 2025Professional Master for Executive Leader (PMEL) at Missouri State University
January 11, 2030 - September 14, 2025Certified COPC Implementation Leader at COPC Inc.
January 11, 2030 - September 14, 2025Diploma in Total Quality Management at American University in Cairo
January 11, 2030 - September 14, 2025Bachelor of Commerce at Ain Shams University
January 11, 2030 - September 14, 2025Master of International Business Administration (MIBA) at ESLSCA Business School
January 11, 2030 - September 14, 2025Professional Master for Executive Leader (PMEL) at Missouri State University
January 11, 2030 - September 14, 2025Diploma in Total Quality Management at American University in Cairo
January 11, 2030 - September 14, 2025Bachelor of Commerce at Ain Shams University
January 11, 2030 - September 14, 2025Master of International Business Administration (MIBA) at ESLSCA Business School
January 11, 2030 - September 14, 2025Professional Master for Executive Leader (PMEL) at Missouri State University
January 11, 2030 - September 14, 2025Diploma in Total Quality Management at American University in Cairo
January 11, 2030 - September 14, 2025Bachelor of Commerce at Ain Shams University
January 11, 2030 - September 14, 2025Master of International Business Administration (MIBA) at ESLSCA Business School
January 11, 2030 - September 14, 2025Professional Master for Executive Leader (PMEL) at Missouri State University
January 11, 2030 - September 14, 2025Diploma in Total Quality Management at American University in Cairo
January 11, 2030 - September 14, 2025Bachelor of Commerce at Ain Shams University
January 11, 2030 - September 14, 2025Master of International Business Administration (MIBA) at ESLSCA Business School
January 11, 2030 - September 21, 2025Professional Master for Executive Leader (PMEL) at Missouri State University
January 11, 2030 - September 21, 2025Diploma in Total Quality Management at American University in Cairo
January 11, 2030 - September 21, 2025Bachelor of Commerce at Ain Shams University
January 11, 2030 - September 21, 2025Qualifications
Certified Customer Experience Professional (CCXP)
January 11, 2030 - September 14, 2025Certified COPC Implementation Leader
January 11, 2030 - September 14, 2025Diploma in Total Quality Management
January 11, 2030 - September 14, 2025Certified COPC Implementation Leader
January 11, 2030 - September 14, 2025Certified Customer Experience Professional (CCXP)
January 11, 2030 - September 14, 2025Certified COPC Implementation Leader
January 11, 2030 - September 14, 2025Certified Customer Experience Professional (CCXP)
January 11, 2030 - September 14, 2025Certified COPC Implementation Leader
January 11, 2030 - September 14, 2025Certified Customer Experience Professional (CCXP)
January 11, 2030 - September 14, 2025COPC Implementation Leader
January 11, 2030 - September 14, 2025Certified Customer Experience Professional (CCXP)
January 11, 2030 - September 14, 2025Certified COPC Implementation Leader
January 11, 2030 - September 14, 2025Certified Customer Experience Professional (CCXP)
January 11, 2030 - September 14, 2025Certified COPC Implementation Leader
January 11, 2030 - September 21, 2025Certified Customer Experience Professional (CCXP) - In Progress
January 11, 2030 - September 21, 2025Industry Experience
Telecommunications, Software & Internet, Professional Services, Media & Entertainment, Education, Other
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
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