Experience

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  Talaat moustafa group holding

  May 2008 - Sept 2008

  Trainee in financial department
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  Alexandria opera house theater

  May 2009 - Aug 2009

  Marketing coordinator- intern
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  Egyptic for consulting and iso services

  Jun 2010 - Sept 2010

  Marketing coordinator (summer internship program)
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  Ejadah

  Feb 2012 - Dec 2012

  Marketing specialist
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  Andalusia alsalama hospitals

  Jan 2013 - Feb 2014

  Senior marketing specialist
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  Stanly group

  Jan 2014 - Dec 2015

  Senior marketing research analyst
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  British council

  Jan 2016 - Jan 2017

  Marketing and communications analyst
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  Kout food group

  Jan 2017 - Oct 2019

  Senior market and customer insights analyst
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  Boubyan bank

  Nov 2019 - now

  Assistant manager - customer experience management

  1. Manage customer experience projects, events and provide action plans to improve customer interaction.2. Perform gap analyses through surveys, mystery shopping and other related activities to assess customer experience levels and ensure meeting objectives within the desired service levels. 3. Analyze "voice of the customer" (VOC) project results, behavioral information and other related initiatives to understand level of customer satisfaction and provide deep insights of customer needs and behaviors.4. Act as a partner and work closely with the multiple channels to identify customer experience requirements and expectations to meet and exceed the required level. 5. Coach and support assigned area`s/teams on customer experience guidelines and plans to provide a reliable platform for the business operations and improve service excellence throughout Boubyan`s channels.6. Review customer issues/inquiries and resolve with in an efficient and effective manner.7. Generate reports to monitor progress and provide a review of service/performance levels against agreed objectives.8. Assist in recommending/implementing new methods and tools to identify gaps and reach the desired customer experience satisfaction level. 9. Perform a variety of tasks within the general scope of the job and others that may be assigned by the management. Show less

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  Customer experience professionals association (cxpa)

  Jan 2023 - now

  Middle east regional leadership council member
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  Centremine - مركز المهن والأبتكار وريادة الأعمال

  Jan 2023 - now

  Lecturer
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  Freelance

  Apr 2023 - now

  Certified trainer

  CCXP Trainer Design Thinking Trainer Customer Experience Trainer and Speaker Consumer Behavior LecturerMarket Research Lecturer Customer Insights Lecturer

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  Awards international

  Sept 2024 - Nov 2024

  Judge

  I served as a judge for the International Customer Experience Awards 2024I joined an esteemed committee of industry experts from around the globe. In this role, I evaluated and score submissions across several categories, including Best Customer Service, Best Business Operations Process (BOP), and Best Citizenship Experience. This rewarding opportunity allowed me to assess innovative strategies, impactful solutions, and excellence in customer experience practices demonstrated by organizations worldwide. Through our rigorous judging process, we aimed to recognize and celebrate businesses that set new standards in customer experience and commitment to community. Show less