Management Consulting, Innovation, Quality Assurance, International Customer Experience (ICX)

Expertise:

• EFQM Excellence Model
• Innovation Management
• Quality & Performance Assessment
• Education & Training in Business Excellence
• International Customer Experience (ICX)

 

Education:

• Bachelor Degree in Economics and Administration Science
  • Al-Yarmouk University

 

Professional Qualifications:

• EFQM Certified Assessor: Mastery in EFQM Assessor Upgrade 2025 and EFQM Certified Assessor Transformation 2020.
• Innovation Management: Certified across multiple levels, including Innovation Management Yellow Belt (IMYB), Basic Accreditation (IMBA), and advanced roles such as Certified Chief Innovation Officer (CCInO)® and Authorized Innovation Assessor (AInA) by Global Innovation Institute (GInI).
• Quality Management: Certified in Customer Experience (ICXS), KPI Professional, and ISO 9001:2015 Lead Auditor.
• Internal Verifier: Accredited by ILM, AMI, and IAO.
• ICX Expert: Global Institute for Customer Experience – UK.

 

Professional Experience:

Innovation Consulting:

• Lead Assessor and Consultant:
  • Executed assessments for Certified Innovative Organizations, Innovation Labs, and Innovation project Endorsements.
  • Specialized in capability building for innovation criteria G4th, GM.2, across various entities.
  • Facilitated numerous innovation training courses.

 

Quality and Excellence Consulting:

• Project Management and Leadership:
  • Led and managed excellence award projects and assessments for government entities such as Abu Dhabi Police, ADPorts, TDRA, Ministry of Interior, and more.
  • Extensive experience with 4G model and GEM 2.0 frameworks.
• EFQM Model Assessment:
  • Assessor / Consultant for different entities in KSA and UAE such as DEWA, TDRA, Saudi Customs, Saudi Ports Authority, CST, and others.
  • Conducted R4E assessments for significant organizations including Saudi Electricity Company, SDFA, and others.
• Other Consultations:
  • Reviewed and enhanced quality and inspection systems.
  • Prepared ISO documentation and maintained compliance.
  • Delivered comprehensive assessment and verification services for vocational qualifications.

 

Key Achievements:

• Leadership in Excellence: Directed teams for internal awards, showcasing exemplary leadership in setting and achieving quality benchmarks across various governmental entities.
• Innovation Strategy: Developed and implemented innovation strategies that significantly enhanced organizational innovation capabilities and outcomes.
• Quality Improvements: Boosted quality assurance standards, resulting in increased efficiency and effectiveness in organizational processes.
• International Customer Experience Leadership: Spearheaded initiatives to elevate customer service protocols and enhance the overall customer experience across various organizations. Lead the team in integrating ICX principles with innovative strategies that has transformed customer service functions, boosted customer satisfaction and loyalty, and set new industry standards.