Work Experience
Ethos Consultancy/Ethos Integrated Solutions Dubai, UAE October 2010-April 2014
Researcher and Mystery Shopper
Researcher
My role as a researcher at Ethos was to carryout research projects for both public and private sector organizations to evaluate their overall customer experience. This role gave me the opportunity to evaluate numerous organizations such as, the Ministry of Labor, the Ministry of Interior, Abu Dhabi Islamic Bank and Dubai Islamic bank, in addition to various other organizations. The focus on my research involved the following:

Interviewing hundreds of customers at different locations and branches in all seven Emirates to establish an unbiased result in the evaluation
Conducting customer satisfaction surveys with customers at different location to document their level of satisfaction in the process of completing their transactions. These surveys were comprehensive in nature not only evaluating employees, but also different aspects of customer experience such as, ease of accesses, waiting time, difficulty in completing the transaction and various other aspect.
Mystery shopper
My role as a mystery shopper was to conduct surprise visits to different branches of each organization. The purpose of the visits was to establish an unbiased, unplanned outcome of a customer interaction at the branch and document in great details the scenario of the visit. The focus of my visit involved the following:

Approach a customer service agent with a presumed transaction offered by the organization and following through to document the specifics of the interaction such as greetings, facial expressions, etc.
Evaluate the level of knowledge of the employee of the offered products and services of the organization to ensure best customer experience
Ensure that company’s customer service standards are adhered to and document any shortcomings
Evaluate the cleanliness of the interior and exterior of the building in addition to availability of refreshments, restrooms, tissues etc.
Calling customer care centers to evaluate customer interaction over the phone based on predefined criteria
Visiting organizations’ websites to evaluate ease of access and ensure that all page links are working properly in both Arabic and English

Alcatel-Lucent, Dublin, Ohio, U.S.A September 2014-July 2015
LTE Remote Integration Test Center Engineer
Remotely worked on AT&T, Sprint, Verizon and other tier 2, 3 customers’ LTE networks on daily bases
Assisted in the integration of newly commissioned eNodeBs into customers’ networks in addition to carrier adds onto commercial eNodeBs
Preformed necessary troubleshooting and resolution of eNodeB related connectivity, hardware and software related issues, and eNodeB alarms during and outside of the maintenance window time frame
Worked on ALU- 5620 Service Aware Manager (SAM) Graphical User Interface on regular bases to carry out various tasks such as executing work orders, Software Upgrades, saving snapshots of managed eNodeBs and troubleshooting Via Lynx command line. In addition to monitoring Fault management alarms and other 5620 SAM management issues.

Al Bait Al Thaki General Maintenance, Ras Al Khaimah, UAE October 2015 - today

Operations Manager and Quality Control
Ensure the timely delivery of projects to company clients
Oversee project activities to assure cost and time optimization is achieved
Contacting current company clients to collect feedback based on completed jobs in addition to regularly performing site visits to observe quality of work
Research and approach potential clients to grow company’s customer base

Certifications
Successfully completed the ALU-eNodeB installation course
Completed the CCNA training course at Site power Institute in Dubai

Language Skills

Proficient in written and spoken Arabic
Proficient in written and spoken English

Professional References available upon request