Professional Experience

  • A customer-obsessed product and operations manager known for championing the flag to support customer usability across the omni channel ecosystem of T-Mobile and Metro products and program touchpoints. Track record of partnering with cross-organizational teams and collaborating with IT teams to map digital experiences and resolve pain points to promote customer success and business efficiency across users and teams.

  • 9+ years of experience in customer support operations, guiding software development for digital product operations, including web, chat, virtual assistance, web technologies, mobile and self-service applications, IVR, and escalation/ticketing systems.Certified Scrum Master.

  • An effective program leader who can define opportunities, build business strategies, and outline detailed business cases for new products and features with roadmaps, key metrics, and critical milestones. Ability to lead across boundaries and influence critical decisions by engaging with stakeholders and program resources across a complex corporate matrix to implement and improve consumer-facing programs, products, and lead high-level initiatives.

  • Currently exploring new opportunities where I can leverage my diverse expertise to contribute to company objectives, while embracing the challenges of rapidly evolving industries. Open to working remote, hybrid, or on-site in the Los Angeles area, with a willingness to travel as needed, up to 100%.

    • AH! Consulting

    Customer Expereince & Market Operations Consultanat
    November 2023 – Present
    Remote via Los Angeles, California

    Leveraging nearly a decade of experience as a Program and Market Operations leader within a Fortune 59 to consult with mid-market and enterprise organizations and strategize for growth-enabling solutions in the realm of Customer Experience & Support Enablement. Please reach out via InMail with inquiries.

    • Product Management
    • Operations Management
    • Customer Journey Mapping
    • Stakeholder Engagement
    • Change Management
    • KPI & Goal Attainment

    T-Mobile USA

    Supporting Metro by T-Mobile

    Customer Experience Operations Manager

    October 2020 – November 2023
    Remote via Los Angeles, California

    Advocated for the Customer Care and Dealer Support groups to set expectations and steer delivery of complex program- level deliverables (UX, Digital Product Features Campaigns, Messaging, Collateral) for Metro’s 20MM prepaid customers generating $10B in annual revenues. Served as an active member of the leadership team driving development and execution of the customer experience for major operational and revenue generating projects. Liaised between organizations secure alignment on business values product improvement strategies, funding business strategy, roadmap development, testing, and successful implementations

    • Owned and created the front-line and customer experience for Metro’s Customer Care, a customer service organization of 5K reps serving nearly 20M subscribers.
    • Launched Metro’s nationwide Home Internet product from the support side, enabling support for more than 400k home internet subscribers and 730k activations since launch.
    • Revamped and streamlined ecommerce purchasing processes into a single purchase flow for hard & soft goods, further enabling Care to conduct sales; 106k orders for $3.6MM to-date in 2023.
    • Designed the customer experience for the Metro Puerto Rico launch, resulting in 20k total activations.
    • Partnered on fraud reduction initiatives that reduced fraud starting day 1 and reduced calls and escalations by 80% within 90 days
    • Coordinated with multiple stakeholders and different functions to develop and execute Metro’s Welcome US support packages, working across internal organizations and external agencies, enabling to-date aid and support to nearly 18,000 refugees towards a goal of 200,000 by the end of 2024

    Senior Manager, Field Customer Operations

    October 2016 – April 2020
    San Antonio & Dallas, Texas

    Heavy focus on partnering with IT teams to develop and improve systems providing support and resolutions for front-line sales teams across the Central region. Updated and managed all customer escalations and open cases, providing resolutions for individuals and the special accounts customer base. Utilized data to provide operational insights to target areas of improvement and provide systematic update of processes and procedures. Set performance metrics and coached sales members to meet or exceed sales quotas.

    • Directly managed or supported operations in 7 states and 17 markets.
    • Indirectly managed 13 additional operations teams across the nation through dotted line reporting.
    • Provided support and resolutions for front-line sales teams across the Central region, updating and managing customer escalations and open cases.
    • Utilized data to provide operational insights, targeting areas for improvement and systematically updating processes and procedures.
    • Led a regional team of 11 managers, senior trainers, analysts; managed budgets and annual spending
    • Launched 6 Corporate Retail Stores in 4 Apollo markets; trained all headcount (management & associates)
    • Led the nation with the fastest successful completion rate for customer escalations; increased customer satisfaction 75% by reducing response times for front line requests by 60%; from 24 minutes to 10 minutes

    Senior Coordinator Market Operations

    September 2014 – September 2016
    Livonia, Michigan

    Maintained daily, weekly and monthly audits to gain insight into store activities and opportunities for coaching and future training teams. Facilitated all corporate new hires and led front-line sales onboarding and training initiatives for national operations. Supervised and supported all customer operations, leading risk management and resolving the regions' escalated customer Issues from all channels.

    • Maintained daily, weekly, and monthly audits to gain insight into store activities and opportunities for coaching and future training teams.
    • Led "Operations Excellence" initiative for New Hire Onboarding (NHO) for two sales teams supporting 200 corporate stores and 10K dealer stores nationwide.
    • Led "Operations Excellence" initiative for New Hire Onboarding (NHO) for 2 sales teams supporting 200 corporate stores and 10K dealer stores nationwide; facilitated train the trainer events for 200 Trainers and Ops managers
    • Advised senior management and store management teams with insights/feedback regarding customer experience that resulted in a 30% decrease in customer escalations
    • Efficiently managed a high-volume of inbound and outbound calls and emails supporting 17 Coreate Retail Stores and over 1000 indirect dealer doors
    • Reduced calls to support bridge by an average of 40% on promo launch days

    Retail Sales Associate

    April 2014 – Auguest 2014
    Westland, Michigan

    Cross-sold from a portfolio of mobile solutions and created a positive sales experience as a customer-facing retail sales associate. Identified customer needs and demonstrated products, services, features, and benefits.

    • Maintained a 98% score on customer satisfaction surveys

    AHS Consulting

    Concierge Specialist & Project Lead

    September 2014 – September 2016
    Dearborn, MI

    • Managed various special projects with budgets up to $35K
    • Managed a team of 4 onsite and remote customer satisfaction associates
    • Coached teams and management on performance and goals, resulting in a 55% increase in return customers

    Wayne Metro Community Action Agency

    Wayne Metro CAA

    August 2011 - June 2013
    Wyandotte, Michigan

      HSP Case Manager

      • Managed Homeless Prevention cases in the Wayne County area.
      • Oversaw funds to assist customers in paying past-due rent or securing safe housing, including outreach efforts.
      • Facilitated referrals to various internal agency programs.

      Weatherization Case Manager

      • Processed files to provide low or no-cost weatherization upgrades to homeowners, landlords, and tenants.
      • Enhanced energy efficiency in homes through weatherization initiatives.

      MI Enrollment Specialist

      • Worked with families to qualify them for Michigan Medicaid.
      • Guided families through the plan selection process.
      • Assisted with changes during Open Enrollment.

    Arab Community Center for Economic and Social Services

    ACCESS

    July 2007 - August 2011
    Dearborn, Michigan

    Case Management

      Team Leader

      • Supervised Case Managers in assisting families receiving TANF Cash Assistance to meet job search requirements and maintain benefits eligibility.
      • Led the team in increasing employment rates and removing barriers to gainful employment.

      Triage Specialist

      • Collaborated with the Michigan Department of Human Services to support clients in regaining good standing by removing barriers to compliance.
      • Managed difficult conversations and made recommendations for case closure when non-compliance lacked a valid reason.

    Key Skills & Competencies

    • Customer Experience & Support Enablement
    • Business Operations Management
    • PMO Best Practices
    • High-Level Project Management
    • Team & User Training and Facilitation
    • Stakeholder Engagement
    • Change Management
    • KPI & Goal Attainment
    • MS Excel, OneNote, MS Word
    • Bilingual: English & Arabic

    Education & Certifications

    Bachelor of Science in Information Management

    Currently Pursuing

    Certifications
    • Certified Scrum Master – SCRUMStudy
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