Haifa ALSUFYANI

• Developed and implemented 'Voice of Investor' system within MODON by creating operational processes and generating regular reports to evaluate and enhance investor experiences, resulting in elevated service levels and heightened investor satisfaction through feedback-driven strategies.
• Investor Journey Mapping
  "Planning and designing three key investor journeys, addressing different investor types and identifying pain points, and proactively developing initiatives to enhance the investor experience, resulting in the creation of 18 informational journeys linked to MODON's products, published on the external website for easy access by investors."
• Contribution to the EFQM Excellence Award
  "Contributing to the EFQM Excellence Award process by preparing and meeting the award's criteria, focusing on leadership-related criteria and building missing files and practices, which contributed to raising MODON's rating from its previous participation to 5 stars."
• Contributed to King Abdulaziz Quality Award by preparing necessary documentation.
  Emphasised leadership standards and strategic alignment with MODON's objectives.
  Engaged in evaluations and presentations that elevated MODON's award rating from bronze to silver.
• Assessed company financial reports to determine promising investments.
• Refined ticket follow-up and closure approach by verifying clarity of solutions on 30% of tickets before closure, leading to improved employee performance and raising investor satisfaction from 66% to 88%.

• Execution the new CX strategy through various initiatives, ensuring alignment with organization's goals and objectives.
• Leading efforts to cultivate a customer-centric culture within the organization by Developing and implementing two programs designed to promote and instill a customer-centric mindset among employees, resulting in enhanced customer satisfaction.

1- SADARAH: is an employee engagement platform through which Solutions' Employee can participate in serval challenges that reflect the customer – centred culture in an innovative and enjoyable way, a gamification and human centred design approach have been applied to deliver our objectives.

2- Happiness Program: Empowers staff to showcase their accomplished projects which will be assessed using specific criteria, and earn recognition for their efforts.

• Played a pivotal role in design and launch of the "Diamond Experience" program, offering exclusive services and privileges to top-tier customers, thereby strengthening customer loyalty and retention
• Developed comprehensive plan for Customer Care department, including its strategy and enablers, while highlighting the distinction between Customer Care and Customer Experience.

As a founding member of the organization, played a critical role in the establishment of the Customer Experience (CX) department from its inception.

• Spearheaded the development of the organization's first communication channel, facilitating interactions with customers and ensuring a responsive and customer-centric approach.- which is successfully led to implementation of a Call Centre project, establishing essential communication channel for improved service delivery
• Launched a comprehensive Knowledge Bank, consolidating critical information and resources to support the organization's growth and operational efficiency.
• Collaborated closely with cross-functional teams to lay the foundation for effective CX strategies and initiatives.
• Navigated the unique challenges of a startup environment through a series of workshops, demonstrating adaptability, innovation, and a commitment to building a strong customer-focused culture.

• Supervised and mentored a team who responsible about monitoring branches and Call Centre (1000 visitors, 4000 calls) per day and perform data analysis for generating reports.
• Understand business issues and provide appropriate technical solutions.
• Analyze unsatisfied taxpayers comments, provide awareness recommendation, and develop operational process.
• Provide a management for branches transforming project.
• Leading enhancement projects based on customer expectations.
• Developing C-Sat surveys.
• Annually Customer experience report.
• VOC platform project to automate surveys and TEXT IQ.
• Daily performance quality monitoring across all functions.
• Enhancing IVR and LiveChat tools.
• Mystery shopper for all touchpoints.

• Perform data analysis for generating 360 reports
• Understand business issues and provide appropriate technical solutions
• Collaborated with sales and marketing leaders to devise public relations campaigns and coordinate with advertising.
• Managed social media accounts by composing content, engaging with followers in comments, monitoring activities, and researching trends.
• Manage clear, organized data in graphs, charts, tables and written reports.
• Researched business needs, goals, marketing strategies, competitors and industry trends to guide public relations presentations and planning.
• Devised public relations strategies to engage with and influence general public in support of accomplishing business objectives and boosting revenues.
• Supervisor of monitoring team.
• management for expansion and Matrix project.
• Analyze complains report and provide solution.