Aishah A. [Colette] Barnawi Customer Experience Expert

CONTACT DETAILS: LinkedIn • Saudi Arabia • +966-**-***-**** • acw9ey@r.postjobfree.com

PROFILE

Transforming consumer data into meaningful and actionable insights

• NPS2 Certified Associate • Lean Six Sigma Green Belt Certified

Detail-oriented and goal-driven Customer Experience insights, enhancements, and innovation Expert with broad scope of experience in several environments. Keen ability to assess ineffective areas of customer service and proposing effective solutions. Knowledgeable on researches from planning, management, execution and delivery of key insights cross Western and Middle Eastern regions and USA.

Have influenced business decision-making, collaborating on strategic regional business development. Excellent skills on Communication Equity techniques. Strong consultancy to Product, Service, Marketing and Business Intelligence teams leveraging the Voice of Consumer. Strong training approach across multi-cultural teams to guarantee great synergy and cohesive structure within the organization. Contributed to the success of The 2010 Alltech FEI World Equestrian Games that was held for the first time in the United States of America.

Increasing loyalty

Maximizing engagement

Improving customer satisfactions

Organizational changes

Project management

Business development

Analytical problem solver

Solutions-focused

Operational improvements

Strong leader and communicator

Languages: English and Arabic – fluent; Spanish – beginner.

IT Literacy: Microsoft Office, Data analysis in EXL, Presentations in PPT, Minitab 16, & Web Research.

PROFESSIONAL EXPERIENCE

The National Commercial Bank – Jeddah, Saudi Arabia 2013-Present

PROJECT LEADER – CUSTOMER EXPERIENCE [Digital Insight, Strategy and Business Development Group]

Providing expert direction and guidance on customer experience activities, including reporting and analysis. Improving existing processes to enhance productivity and effectiveness. Executing strategic approaches, including: one-on-ones with higher management, HR and training center and employees (front line).

Fostered 15% increase in customer loyalty by implementing interaction improvements such as preparing pilots, agent training and data interpreting.

Significantly grew repeat business with a Business action plan as a result of analyzing and identifying key trends or outliers and reporting on progress and designing all required reports.

ADDITIONAL EXPERIENCE

Affordable Language Services, Ltd. – Cincinnati, OH U.S.A. • English Arabic Interpreter 2012

International Federation for Equestrian Sports – Lexington, KY U.S.A. • Language Services Officer – English/Arabic Interpreter 2010

Saudi Arabian Equestrian Federation – Lexington, KY U.S.A. • Event Organizer in “Gift from the Desert” Exhibition 2010

King Abdulaziz University – Jeddah, Saudi Arabia • Research Virtual Assistant 2005-2008

EDUCATION and CREDENTIALS

ACADEMIC PROFESSIONAL TRAINING – Jeddah, Saudi Arabia:

Training of Trainers [TOT] – 2016

EXECUTRAIN of Dubai – Dubai, UAE:

Advanced Data Analysis – 2016

3 SENCE Ltd – Reading, UK:

Creative Thinking – 2016

AMERICAN CONSULTING EXPERTS – Beirut, Lebanon:

Customer Services Level II – 2015

HYOON TRAINING CENTER – Riyadh, Saudi Arabia:

Certified Lean Six Sigma Green Belt – 2015

NCB TRAINING CENTER – Jeddah, Saudi Arabia:

Complaints are a Gift – 2014

Basic Project Management Basic Refresh – 2013

Project Life Cycle Program – 2013

XAVIER UNIVERSITY, WILLIAMS COLLEGE OF BUSINESS – Cincinnati, OH, U.S.A. – 2011

Bachelor of Science in Business Administration [Majors: Finance and Marketing]

HONORS and AWARDS

Awarded with a letter of appreciation and gratitude for engagement and excellent work.

Recognized as hard-worker and personable. Promoted after three months with a 50% raise, and awarded three bonuses.

Awarded King Abdullah scholarship by the Ministry of Higher Education – 2008

ASSOCIATIONS

Customer Experience Professionals Association – 2015