Summary
Work History
Education
Skills
Languages
Trainingandcertificates
Timeline
Generic

Hesham Alhammad

Riyadh

Summary

With more than 12+ years of experience working in the Data and customer experience fields, I am a success-driven, results-oriented Data professional who always seeks ways to extend my capabilities. I have experience with Data Analytics, Performance assurance, Design Customer experience, Customer experience measurements, IT projects, Quality assurance, product management, project planning and strategy, Design Thinking, and Digital Transformation, along with superior communication skills and adept business knowledge.

Work History

Customer Experience Director

Mobily
07.2024 - Current


  • Monitored performance CX metrics such as customer experience surveys to increase customer satisfaction scores.
  • Collaborated with internal stakeholders to close gaps and improve customer experience.
  • Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Designed, managed and implemented customer experience initiatives and focused on customer satisfaction and performance monitoring.
  • Leading CX projects

BI & Analytics Director

Mobily
  • Collaborate with business users and subject-matter experts to establish technical vision and analysis for business usability and performance requirements
  • Enhance and maintain existing reports and analytical applications
  • Compiled, analyzed, and modeled data to support recommended changes
  • Develop analytical reports/Dashboards to enable business users and leaders to make data-driven decisions
  • Collect and analyze information from multiple sources for company financial performance, customer insights, and Business trends
  • Lead Advanced Analytics B2B project.

Data Analysis & service performance Manager

STC
  • Lead Digital Transformation Program
  • Manage and Develop periodic and ad-hoc operational and analytical reports on services performance of STC in-house and outsourced products and develop a continuous improvement plan
  • Leading Speechlog recognition Analytical project
  • Manage and develop CX performance assurance and reporting
  • Managing and implementing world-class approaches related to performance and quality standards
  • Working with several consultants (BCG, Accenture) in DigitalTransformation Projects and applying the agile approach
  • Design customer journey and apply the Design Thinking approach.

BI & Analytical Reporting Manager

STC
  • Leading Business Intelligence Analytical Reporting Section
  • Managing and monitoring the team to improve the utilization
  • Improve the average of Request Delivery Time
  • Communicating with all BU's /FU's to make sure meeting their business needs
  • Project Achievements: CITC Data Requirements on Fixed and mobile Services, Regulatory Affairs Sector requested to provide analytical data related to their work with CITC.

Data Analyst

STC
  • Design and Develop analytical and Ad-hoc reports(Customer usage, customer subscriptions, Financial reports…etc.) to Business Unit (EBU, CBU, WBU, NW ...etc.) for decision-making purposes
  • Communicating with the business to gather report requirements
  • Analyzing business requirements and making feasibility studies
  • Designing and mapping between requirements and available data
  • Developing the queries by using the Teradata SQL assistance tool and extracting required data.

Business Analyst

STC
  • Communicating with the business for requirement gathering and designing
  • Writing Business Requirement Specification documents
  • Collaborating with different teams working on the project
  • Working with the testing team in order to prepare test scenarios, test plan and test scope.

Education

MBA - Business Administration

SAUDI ELECTRONIC UNIVERSITY

Bachelor's Degree - Computer Science & information

AL- IMAM MUHAMMAD BIN SAUD ISLAMIC UNIVERSITY

Skills

  • Data Analytics
  • Customer Experience
  • Data Management
  • Digital Transformation
  • Design Customer Journey
  • Agile project management
  • Dynamic Leadership
  • People Management
  • Project Management
  • Product Owner
  • Communication skills
  • Business Processes
  • Performance management
  • Quality Assurance management
  • Team building
  • Business solutions development
  • Problem-solving
  • Collaboration
  • Planning

Languages

English

Trainingandcertificates

  • Professional Certificate in Customer Experience.
  • COPC Certified Customer Experience Performance Leader.
  • ITIL v4 certified ( GR671167955HA ).
  • PMP in Theory and Practice.
  • Data-Driven Business Leader Program.
  • Predictive Analytics for Business Leaders.
  • Project Risk Management.
  • Principle of business analysis.
  • Facilitation of procedures.

Timeline

Customer Experience Director

Mobily
07.2024 - Current

BI & Analytics Director

Mobily

Data Analysis & service performance Manager

STC

BI & Analytical Reporting Manager

STC

Data Analyst

STC

Business Analyst

STC

MBA - Business Administration

SAUDI ELECTRONIC UNIVERSITY

Bachelor's Degree - Computer Science & information

AL- IMAM MUHAMMAD BIN SAUD ISLAMIC UNIVERSITY

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Hesham Alhammad