Mohammed Hyder Abdelhalim- PMP®, CCXP, M.Sc

Working as a Customer Experience Consultant within the IT Governance Project at ZATCA, focusing on enhancing user experience, process efficiency, and service quality.

Accomplishments: • Established the Guests Experience Department from scratch and built its strategy. • Introduced, built and instilled a customer hospitality culture program (Dhiyafa). • Established the Contact Center Unit for United Capital Bank. • Implemented a new QMS system with customer feedback devices for the United Capital Bank. Accountabilities: • Responsible for identifying customer needs, implementing customer satisfaction strategies, measuring customer satisfaction levels, training customer service staff, and implementing voice of Customer strategies. • Resolving and reducing customer complaints and meeting customer service level agreements.

Oversee systems and processes required to track every interaction across all channels and touch points between customers and Zain through the customer lifecycle and help drive the customer experience agenda through the supporting technology platforms. Accomplishments: • Built Customer Experience Dashboard for Zain Sudan. • Introduced and Implemented the sentiment analysis solution for Zain Sudan social medial platforms. • Developed a new segmentation model for Zain internet users based on RFM (Recency Frequency and Monetary value). • Developed Internet Experience Dashboard based on Zain OOKLA Speed Test Server report. Accountabilities: • Oversee systems and processes required to track every interaction across all channels and touch points between customers and Zain through the customer lifecycle and help drive the customer experience agenda through the supporting technology platforms. • Ensuring that our technology platforms provide seamless customer experience interaction across multiple channels. • Scoping across the markets on customer technology platforms, systems, and tools used in different channels through the customer journey in different channels. • Exploring CEM solution/platform based on the growing need from markets. • Ensuring that Zain SD have the tools and processes to extract and analyze real-time customer data through all customer touch points. • Linking the subjective perspective to actual network KQIs. • Analyzing existing customer databases to identify which customers take up services, and by which channels (whether they prefer contact by post, face to face, online etc.). • Bridging the gap between network/IT and Customer Experience. • Mentoring Technology team toward customer delivery and excellence. • Extracting information from existing database in order to determine patterns and trends. • Ensure the compliance of policies and procedures in the customer care with the Information Security guides.

Accomplishments: • Managed and Implemented the MNP (Mobile Number Portability) solution. • Managed and Implemented of LCR (Least Cost Routing) solution. • Managed MGW R6 Upgrade. • Managed and Implemented the Core network modernization project. Accountabilities • Dimensioning Core Network based on Commercial input and Network performance results. • Designing & implementing the switching and signaling network architecture taking into account emerging technologies and services and network growth path • Planning and scheduling core network Hardware and Software expansions to meet capacity targets. • Manage customer expectations and business requirements for assigned projects. • Preparing core networks switching systems Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP) documents.

Accomplishments • Implemented the SIP Interconnection with British Telecom. • Managed and implemented Pyro Project (InRoam, ICR & OR). Accountabilities • Delivering O&M activities of voice international roaming & Interconnect links and solutions. • Implementing new IR agreements configurations. • Implementing new interconnect links/expansions configurations. • Acceptances of new IR and interconnect links expansions and new solutions. • Liaise closely with internal customers to ensure that commercial plans implemented with best engineering practices and best customer experience. • Liaise closely with internal customers to ensure that customer complains resolved using best engineering practices and best customer experience. • Liaise closely with supplier and vendors on network requirements to support the agreed network operational and expansion demands. • Ensure compliance with all applicable policies & regulatory requirements on Information Security.

Accomplishments • Developed the Five Stars KQIs (Customer Experience KPIs) model. • Developed the interconnect routes report. Accountabilities • Managing all Core Network optimization and parameter tuning activities to ensure consistencyand continuity across the business. • Liaise with Core Network project and planning on network requirements to support theagreed network operational and expansion demands. • Supervise optimal network performance, KPI and network statistics analysis, and parametertuning and optimization. • To ensure that after any Network activity the KPIs are comply with Zain Standers. • To provide others Core Section with weekly and monthly performance measurement andanalysis reports to improve Network performance. • Liaise closely with Core Project and Planning to ensure that planned outages to networks “minimize the risk of de-stabilization to the business”. • Liaise closely with Switching Support section deliver a high-quality network with highavailability that meets and/or exceed customer expectations

Accomplishments • Implemented Access Control for Radio Sites. • Contributed in the Swap for Radio Sites Project (Dar Elhatif Swap). • Managed outsource companies and achieved radio sites availability greater than 98%. Accountabilities • Carry out all site related BSS activities. • Liaise with supplier and vendors on BTS/site commissioning plans. • Work as part of a team to deliver the operational service support level targets. • Execute plans that deliver a high-quality network with high availability. • Monitor and measure outsourcing companies' performance. • Follow-up and record regular and ad-hoc system/equipment and fault rectification maintenance and system/network outage periodic inspections carried out by outsourcing companies. • Manage processes, procedures, activities and systems for accurate recording and reporting of support maintenance, outages and downtimes. • Ensure benchmark targets for network roll-out, capacity management, scalability, maintenance and support are achieved and exceeded. • Ensure that Ministry regulatory rules are observed at each level of the Operations support process

Performing Maintenance and failure clearance for Transmission network. • Performing the sites surveys & check the line of site for Microwave links. • Prepare the documents for the Transmission network in coordination with other engineers. • Participate in the technical studies and optimization of the transmission network. • Commissioning & acceptance test for the transmission network.