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
02.2025 - 05.2025
- 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
07.2023 - 09.2024
- 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
07.2022 - 07.2023
- 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
08.2018 - 07.2022
- 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
10.2015 - 08.2018
- 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
09.2007 - /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
02.2025 - 05.2025
Customer Experience Consultant
Social development bank
07.2023 - 09.2024
Executive Manager - Customer Experience
Bupa Arabia
07.2022 - 07.2023
Customer Experience Manager
Bupa Arabia
08.2018 - 07.2022
Customer Service - Hospital Delegate
Bupa Arabia
10.2015 - 08.2018
Bachelor of Pharmacy -
University of medical sciences and technoloogy
09.2007 - /2013
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