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15 years of experience

Skills

Customer Experience Customer Care Strategy Omnichannel Support CRM Microsoft Dynamics 365 ERP Transformation Project Management Business Analysis Stakeholder Management Change Management Process Improvement Contact Center Modernization Data Analytics (Power BI) Vendor Management Training & Knowledge Transfer

Experience

Head of Customer Care

Egyptian Authority for Unified Procurement (UPA)

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Lead the Customer Care function, defining strategy, operating models and policies while overseeing CRM and contact‑center modernization initiatives. Manage end‑to‑end digital transformation projects, including requirements gathering, vendor coordination, solution design, testing, training, UAT and Go‑Live. Supervise cross‑functional teams and vendors, ensuring KPI/SLA compliance, quality assurance and continuous improvement. Drive stakeholder engagement with senior management, government and healthcare partners, delivering measurable improvements in customer satisfaction and operational efficiency.

Languages

Arabic

fluent

English

fluent

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Last updated: 3 days ago