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Customer Services and Business Consultant

August 26, 2018

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Sayef Jacob Hijazin

Present Address:

Salmiya - Kuwait

+965-******** (Mobile)

Personal Data:

Amman on June, 22, 1981, Jordanian.


•B.S., Electrical Engineering (Telecommunication & Electronics), 1999 - 2004 Jordan University of Science and Technology, Irbid, Jordan.

• H.S., 1999

Rabba School, Karak, Jordan.


+14 years of professional customers and vendors experience which gives my profile the multinational exposure:

Huawei- Senior Business Consultant (Dec 2014 – Present).

Redknee- Customer Services Consultant (Feb 2012 – Dec 2014).

NSN- Manage Service Lead (Aug 2009 – Feb 2012).

Zain- Charging Services & Business Offering Team leader (Aug 2004 – Aug 2009).

+25 customer projects engagements in ME & worldwide supporting customers in business evaluation, Digital maturity assessment, Digital Services, Business Processes transformation, CEM evaluation and improvement, Customer pain points and gaps analysis, and supporting customers in setting Blueprint for Business opportunities and transformation. Huawei – Senior Business Consultant, Middle East & Africa, Dec 2014 – Present Main projects and tasks Lead:

Customer onsite workshops: Discussing Business Lifecycles, Gaps analysis, Highlighting pain areas, Recommendations for improvements & quick wins. (Vimpelcom Group Russia, TAG Group Austria, Cell-C South Africa, VIVA Bahrain).

Network Orchestration Blueprint (Zain Group)

Digital Services & Business Opportunities (DU UAE, VIVA Bahrain, VIVA Kuwait, MCCI Iran)

Digital Maturity Assessment (MTN Iran).

Customer Journey (CEM): MTN Iran, Ufone Pakistan.

Retail & Wholesale Business Transformation (Telkom South Africa).

Business and Offering analysis (MTN IvoryCoast, Zain Iraq, Zain KSA, Ufone Pakistan, Vodafone Germany) Business Strategy

Leading Business Researches and Analysis.

Market Insight & Business Offering.

DNA: Business Discovery & Assessment.

DTCF: Digital Transformation Consulting Framework.

DIMA: Digital Maturity Assessment.

Digital Transformation

Digital Maturity assessment: Organization, Strategy, Digital Offering, Digital Operation, Customer experience.

Digital Operation transformation: Assessing customer legacy Operation, Roadmap & phases for business Orchestration, Cloud (SDN & NFV) transformation, Hybrid network management, Use cases mapping.

Digital Business transformation: Business Researches and Analysis, Market Insight & Digital Offering, OTT Offering, B2C & B2B2X Offering transformation, Convergence offering, Business Process assessment and optimization.

Customer Experience: Omni Channel Experience, DIY, Customer 360 view, CEM, Online & Convergent charging and billing, Unified Product Catalog, Advanced data analytics (Big Data), IoT/IoE Solutions, Partner & API Enablement.

Blueprint and Roadmap for Digital Transformation, TO-BE Platform and Architecture, TAM/eTOM Mapping, Implementation options and phases.

Consulting Engagements (+25 Projects)

A1 Austria, Mtel Bulgaria, du UAE, MTN IvoryCoast, Omantel Oman, ooredoo Kuwait, VIVA Kuwait, Si-Mobile Slovenia, Telkom South Africa, Velcom Belarus, Vip Macedonia, Vip Serbia, Vipnet Croatia, Vodacom Tanzania, Zain Iraq, Zain Jordan, Zain Kuwait, Zain KSA, VimpelCom Russia, Ufone Pakistan, VIVA Bahrain, MTN Iran, Vodafone Germany, Cell-C South Africa.

NSN/Redknee – Customer Services Technical Consultant, Feb 2012 – Dec 2014 Charge @ Once Unified 3.1

- Integration, commissioning, service acceptance testing.

- Supporting Zain Kuwait IT/IN and Marketing for new promotions and existing services modification & upgrades.

- Operation & maintenance of IN Unified 3.1 platform & Voucher Recharging System (eServ 8.5- Topup and POS).

- Open issues (Resolve & Shareinside), contacting support, installing patches & service corrections.

- Unix Scripting support (sh and awk), providing workaround/offline solutions.

- On call, Off-peak activities, 24/7 & emergency support, daily/weekly/monthly checks & backup. MNP, (Apr 2013 to Jun 2013).

- Meeting and understanding customer needs for MNP (Mobile Number Portability) project.

- Communication and follow up with local team (IN, Core), R&D support, updating Project Mgr, Solution Architect, etc.

- Follow up on service installation, Commissioning, Service launching, post open issues. PayMobile Upgrade & Migration, (Jul 2012 to Dec 2012)

- Meeting customer, scope, technical support and requirements, coordination with R&D support, and eServ Support.

- Follow up with technical team and project manager through integration phase, commissioning, acceptance testing, live migrating to PayMobile 2.0, follow up eServ open issues (CTS). Charging and Billing Migration (Apr 2014 – Nov 2014)

- Meeting customer, scope and requirement, tool design, Service solution documentation.

- Follow up project installation, Customer acceptance, Live Migration. Share@Once Social self care 3.2, (Mar 2013 – Nov 2013) Share@Once product allows pre/postpaid subscribers to subscribe to customer promotions through social media channels (Facebook).

- Meeting, advising, and directing Customer Marketing and Advertising teams in designing the service and end user application screens during project implementation (end user subscriptions, screens finalizations, IT-CRM, media, logos, coordination with R&D support.

- Ensures team communication, updating Project Mgr, Solution Architect, Cost Manager, etc.

- Follow up with customer & support team during service installation, Commissioning, Service launching, post open issues.

NSN – Manage Service Team Lead, Aug 2009 – Feb 2012 C@O Select1.5

- Integration, commissioning, services acceptance testing.

- Operation & maintenance of IN platform & Voucher Recharging System (NSN-CX).

- Developing an automated process to generate Network Performance and Statistic reports from raw data.

- Monthly, Weekly and daily stats reports, BHCA, recharges, New promotions/revenue reports and statistics

- Data/Revenue auditing and reconciliation between IN and other network entities (HLR, CX, eRefill)

- Script programming under UNIX for SW tools (sh and awk). Customer Product Development: Currency Change, ECB, FreeUnits, MultiWallet account, offer change, Upper limit, FnF, e- Vouchers Amount/validity enhancement

- Realization of Marketing CP & Utilizing Existing Services/features & Offline Solutions (Temporal/Permanent).

- Capitalizing on deep service knowledge for Structuring and organizing meetings and follow up on procedures for all customer’s requests of new promotions and delivery phases of analysis, implementation, verification, activation and post deployment follow up.

Tariff optimization, (Feb 2011 to Jun 2011)

- Project study, Customer presentation

- Tariff implementation & Acceptance testing, meeting SLAs.

- Live Activation, Tariff distribution to multi-IN platforms. Zain Jordan – Online Charging Services Team Leader, Aug 2004 – Aug 2009

- Realization of Marketing Requirements & Utilizing Existing Services/features & Offline Solutions when needed


- Excellent Experience in Tariff administration and implementation of Marketing promotions and new /enhanced offers using following Services/Features: Prepaid (Online Charging), Closed User Groups (Hybrid Subscribers),CAMEL

& USSD-Call-Back, USSD Recharging, Home Zone, Multi-Account, Money Transfer, Friends & Family, Virtual Private Networks (VPN), Discount & Bonus, Loyalty Programs, Multi-PIN Vouchers & Various Product Specific Features.

- Operation and Maintenance of IN platforms (Classic & Premium), Topup (eServe Global), and SS7 interfaces.

- Subscriber Migrations (Classic to Classic, Classic to Premium, Premium to Select1.5).

- Network Performance and Statistics, Script programming under UNIX for SW tools (sh and awk).

- Providing guidance for colleagues in task execution and broad-line vision as well as encouraging team work. Training Courses

• Digital Maturity & Transformation, 2018

tmforum Training & Certification Center

• Transition to Virtualized Networks, 2018

tmforum Training & Certification Center

• Customer Centricity, 2018

tmforum Training & Certification Center

• Business Development Manager, 2016

tmforum Training & Certification Center

• Business Process Framework (eTOM) Knowledge, 2016 tmforum Training & Certification Center

• Information Framework (SID) Knowledge, 2016

tmforum Training & Certification Center

• Application Framework (TAM) Knowledge, 2016

tmforum Training & Certification Center

• Business & Network Consulting, 2016

Huawei Kuwait

• Business Enabling Suite (BES) Ba Product Knowledge, 2015. Huawei Training Center

• PMP, 2013

Simplilearn, Salmya-Kuwait

• Charge@once Unified: Online Charging Service Data Administration and Basic Rating Administration, 2011 Nokia Siemens Networks Training Center for Charging & Care, Berlin-Germany

• IN@CITWS - charge@once Operation and Maintenance CIT Workshop, 2010 Nokia Siemens Networks Training Center for IN and Charging, Berlin-Germany

• IN@Tariff - charge@once Flexible Rating and Charging, 2009. Nokia Siemens Networks Training Center for IN and Charging, Berlin-Germany

• IN@SELAD - charge@once select administration, 2009. Nokia Siemens Networks Training Center for IN and Charging, Berlin-Germany

•Top up solution administration (VoMS8.4), 2009

eServ Global, France-Paris

• Advanced Decision Making, 2008

HUMANLEAD for Consultancy and Learning Solutions, Amman-Jordan

•Power Of Choice, 2007

Zain Jordan - Prof. Basheer Saleh Al Rasheedi

•IN@TARIF – IN@vantage Flexible Rating and Charging, Tariff Tool, 2006. Nokia Siemens Networks Training Center for IN and Charging, Austria-Vienna

•IN@SERVADM-IN@vantage Service Admin. And Operation, 2005 Nokia Siemens Networks Training Center for IN and Charging, Austria-Vienna

•IN@PLATOP-IN@vantage Platform Operating V7, 2005

Nokia Siemens Networks Training Center for IN and Charging, Austria-Vienna

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