Olla Elisied
Riyadh,Saudi Arabia
Summary
Results-driven CX Professional with 10+ years of leadership in business and digital transformation. Seeking an operational role to leverage expertise in strategic CX design, data-driven optimization, and team development. Proven ability to streamline operations, lead complex projects, and secure industry recognition, aiming to directly drive operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work history
Customer Experience Consultant
RMG
Riyadh, Saudi Arabia
2025.02 - 2025.05
- Optimized IT services and examine tickets, prioritizing advancements and automation of remaining service offerings.
- Overseeing and improving client service operations.
- Developing client-centric CX roadmaps and implementing feedback mechanisms.
Customer Experience Consultant
Social development bank
Riyadh, Saudi Arabia
2023.07 - 2024.09
- Designed and implemented comprehensive CX strategies aligned with business goals.
- Led digital enhancement of client's website, contributing to SCXA Award.
- Developed a customer-centric loyalty program, leading teams and managing vendors.
- Established robust Voice of Customer (VOC) and metrics frameworks (NPS, CSAT, CES) for data-driven improvements.
- Managed vendor negotiations and optimized operational efficiency.
Executive Manager - Customer Experience
Bupa Arabia
Riyadh, Saudi Arabia
2022.07 - 2023.07
- Enhanced hospital CX for members by re-engineering processes, significantly impacting satisfaction, waiting times, and TAT.
- Cultivated a customer-centric culture via training programs, strategic planning, and performance KPIs.
- Led comprehensive focus groups across the Kingdom, informing strategic decisions.
- Monitored KPIs and leveraged digital solutions for enhanced CX and retention.
Customer Experience Manager
Bupa Arabia
Jeddah, Saudi Arabia
2018.08 - 2022.07
- Led digitization of 50%+ customer operations, including a new, portal that drastically reduced response times and queues.
- Collaborated on seamless product delivery and developed customer-centric solutions.
- Conducted surveys to identify needs and created dashboards to monitor feedback and enable timely service resolution.
- Developed policies and procedures to improve operational efficiency and onboarding.
Customer Service - Hospital Delegate
Bupa Arabia
Riyadh, Saudi Arabia
2015.10 - 2018.08
- Face-to-face client assistance on ground
- Analyzed service data to identify and address issues, improving customer experience.
- Developed scripts for consistent service across channels.
Education
Bachelor of Pharmacy -
University of medical sciences and technoloogy
2007.09 - /2013
Skills
- Business and digital transformation
- Customer experience strategy
- Training and development
- Project management
- Data analysis and insights
- Operational optimization
- Presentation and communication skills
- Leadership and problem solving
Certification
CCXP - Certified customer experience professional
Timeline
Customer Experience Consultant
RMG
2025.02 - 2025.05
Customer Experience Consultant
Social development bank
2023.07 - 2024.09
Executive Manager - Customer Experience
Bupa Arabia
2022.07 - 2023.07
Customer Experience Manager
Bupa Arabia
2018.08 - 2022.07
Customer Service - Hospital Delegate
Bupa Arabia
2015.10 - 2018.08
Bachelor of Pharmacy -
University of medical sciences and technoloogy
2007.09 - /2013