Noora Abdulrahman Mustafa
Manama, Bahrain
Summary
Results-driven Customer Products Specialist with a solid background in digital transformation, enterprise product development, and customer experience enhancement within public sector organisations. Skilled in driving innovation, improving operational performance, and aligning digital strategies with organisational goals through effective product ownership and cross-functional leadership. Committed to facilitating EWA’s transition to a private-sector-driven model and leading strategic projects for organisational change. PMP Candidate.
Overview
12
12
years of professional experience
Work History
Customer Products Senior Specialist
Electricity & Water Authority
12.2025 - Current
- Led development and management of large customer digital products, including EWA’s portal and mobile app
- Coordinated enhancement requirements for CRM system to improve user experience and functionality
- Monitored service delivery and intervened proactively to correct problems.
- Collaborated with senior management to define strategic direction, setting clear objectives for team performance.
- Evaluated team performance, identifying areas for development and implementing targeted improvement plans.
Business Excellence Senior Specialist
Electricity & Water Authority
12.2024 - 12.2025
- Spearheaded business excellence initiatives to enhance digital transformation across the organisation.
- Collaborated with senior management to define strategic direction, setting clear objectives for team performance.
- Evaluated team performance, identifying areas for development and implementing targeted improvement plans.
- Collaborated with cross-functional teams to implement best practices, improving service delivery outcomes.
- Monitored service delivery and intervened proactively to correct problems.
Business Excellence Specialist
Electricity & Water Authority
08.2023 - 12.2024
- Aligned digital initiatives with organisational goals to ensure strategic coherence.
- Supported digital solutions projects to enhance business excellence and drive operational efficiency.
- Enhanced customer satisfaction through the development and implementation of feedback mechanisms and service improvements.
- Conducted comprehensive market research to identify emerging trends, informing strategic planning and decision-making.
- Maintained accurate documentation to meet programme requirements and contractual obligations.
Customer Relations Specialist
Electricity & Water Authority
04.2017 - 08.2023
- Managed customer relations, resolving inquiries and concerns to improve satisfaction.
- Enhanced customer satisfaction through implementation of targeted communication strategies.
- Followed up on customer interactions to provide further support.
- Remained calm under pressure to handle customer complaints and solve problems.
- Cultivated strong and positive relationships with prospective clients through exceptional interpersonal and rapport building skills.
Secretary
Al Zayani Investments B.S.C
06.2016 - 04.2017
- Supported Managing Director by managing office operations and improving workflow.
- Coordinated meetings, schedules, and correspondence for Managing Director to enhance communication and organisation.
Recruitment & Administration Supervisor
Bahrain Airport Services (BAS)
11.2014 - 11.2015
- Led recruitment efforts, managing the hiring process for multiple departments.
- Coordinated administrative functions within the Human Capital department.
Public Relations Clerk
Arab Shipbuilding & Repair Yard (ASRY)
03.2014 - 04.2014
Education
Bachelor of Science - Public Relations
University College of Bahrain
Manama01-2014
High School Diploma - IB Level
Al Raja School
Manama01-2010
Skills
- Digital product management
- CRM optimisation
- Digital solutions implementation
- Project success assurance
- Managing timelines
- Business process improvement
- Strategy implementation
- Complex problem analysis
- Solution development
- Proficient in Microsoft Office Suite
- Leading cross-functional teams
- Leading teams
- Bilingual in English and Arabic
- Communication expertise
- Strong organizational skills
- Providing guidance
- Collaborative environment
- Achieving organizational goals
Accomplishments
- Directed strategic delivery of enterprise and customer-facing digital products, including EWA’s customer portal and mobile application.
- Led content strategy, UX copywriting, and customer-facing digital communications across EWA digital platforms.
- Managed quality assurance testing initiatives for EWA’s mobile application to ensure performance, usability, and reliability.
- Oversaw Water Network Quality Assurance operations, ensuring service excellence and operational efficiency.
- Contributed to EWA bill layout quality assurance enhancements, improving billing clarity and customer experience.
- Led strategic progress reviews supporting EWA’s transformation from a government entity to a corporate operating model.
- Spearheaded CRM enhancement initiatives to optimize internal processes and improve digital service delivery.
Certification
- Self-Managing Leadership Workshop by Mike George, 2015-10-01
- Advanced Microsoft Excel 2013 Course, 2015-08-01
- Social Insurance Organization Workshop, 2015-04-01
- Customer Services Training Course, Bahrain Airport Services, 2014-11-01
- Arab Gulf 8th Forum for Practitioners of Public Relations, 2015-04-01
- GA Product Management
- GA Data Analytics
- Process Re-Engineering
Languages
Bilingual in English and Arabic, with excellent communication skills in both.
Timeline
Customer Products Senior Specialist
Electricity & Water Authority
12.2025 - Current
Business Excellence Senior Specialist
Electricity & Water Authority
12.2024 - 12.2025
Business Excellence Specialist
Electricity & Water Authority
08.2023 - 12.2024
Customer Relations Specialist
Electricity & Water Authority
04.2017 - 08.2023
Secretary
Al Zayani Investments B.S.C
06.2016 - 04.2017
Recruitment & Administration Supervisor
Bahrain Airport Services (BAS)
11.2014 - 11.2015
Public Relations Clerk
Arab Shipbuilding & Repair Yard (ASRY)
03.2014 - 04.2014
Bachelor of Science - Public Relations
University College of Bahrain
High School Diploma - IB Level
Al Raja School