ABDULLA AHMED
Dubai,UAE
Summary
Customer experience lead with expertise in digital transformation and process optimisation. Proven skills in driving customer satisfaction through effective digital strategies and cross-functional collaboration. Experienced in managing teams and improving operational efficiency
Overview
4
4
years of professional experience
2012
2012
years of post-secondary education
1
1
Certification
Work history
Team Lead – Customer Service / Digital CX
EMIRATES NBD
Dubai, UAE
05.2024 - 07.2025
- Led digital adoption strategy achieving 60,000+ monthly active users, a 50% growth in under 4 months.
- Enhanced digital knowledge management and coordinated alignment across ENBD and Liv platforms.
- Drove resolution of digitally impacted customer cases, reaching 71% First Contact Resolution (FCR).
- Oversaw digital complaints lifecycle with RCA methodology, raising resolution rate to 75%.
- Collaborated cross-functionally to fix app/web CX issues, reducing digital complaints by 200+ within 6 months.
- Achieved Customer Satisfaction Score (CSAT) of 9.1/10 as a digital service team.
Digital Customer Experience Analyst
EMIRATES NBD
Dubai, UAE
10.2023 - 04.2024
- Defined requirements for ENBD X & Liv X platforms with product owners and business stakeholders.
- Reduced complaint handling delays by enabling front-line CRM visibility for digital failure causes.
- Contributed to security enhancements, minimizing fraud exposure across digital channels.
- Enhanced self-service UX to align with digital-first strategy, improving adoption rates.
- Introduced processes that significantly reduced fraud risks for non-trusted devices and enhanced accessibility for better first contact resolution
Team Lead – Operations and Customer Experience
EMIRATES DIGITAL WALLET
Dubai, UAE
02.2023 - 05.2023
- Directed operations and UX for 'klip' digital wallet, managing support, risk, and CX alignment.
- Redesigned service journeys using Opti-Omni-Channel framework and aligned with agile delivery.
- Led transition operations and built scalable processes while mentoring high-performing CX teams.
Team Lead – Inbound & Digital Operations
EMIRATES NBD
Dubai, UAE
06.2021 - 01.2023
- Performed comprehensive analysis of operational metrics, such as productivity, quality, customer satisfaction, FCR, and took corrective actions to address any gaps or areas of improvement.
- Conducted testing and analysis of certain digital enhancement projects (IVR, WhatsApp Banking and Mobile Application) to streamline customer experience and journeys.
- Determined and developed process documentation, including process maps, standard operating procedures (SOPs), product launch plan etc., to effectively communicate process designs and changes to stakeholders.
- Motivated, guided, and delegated to a team of 40 digital customer service representatives, leading by example in the delivery of superior customer service to all stakeholders
Priority Banking Specialist
EMIRATES NBD
- Handled HNW clients and resolved high-tier service requests across channels.
Group Customer Experience (Proactive Services)
EMIRATES NBD
- Improved service monitoring and handled escalations.
Education
Bachelor of Science - Computer Science
University of Science And Technology
Khartoum10.2012
Skills
- Customer Experience Strategy
- Digital Transformation
- Product & Process Optimization
- Agile & Scrum
- IT Implementation
- CX Analytics
- CRM
- First Contact Resolution (FCR)
- Journey Mapping
- Knowledge Management
Websites
Languages
Fluent in English
Fluent in Arabic
Certification
Cisco Customer Success Manager, Oct 2022
Accomplishments
· Sapphire GEM Award (Top 1% performer) – Emirates NBD, 2022
· Emerald GEM Award – Digital Education Desk initiative, Emirates NBD, 2024
· World Summit Award Nominee for Autism Communication App (2012)
Hobbies
- Football
- Weightlifting
- Jogging
- Travel
Timeline
Team Lead – Customer Service / Digital CX
EMIRATES NBD
05.2024 - 07.2025
Digital Customer Experience Analyst
EMIRATES NBD
10.2023 - 04.2024
Team Lead – Operations and Customer Experience
EMIRATES DIGITAL WALLET
02.2023 - 05.2023
Team Lead – Inbound & Digital Operations
EMIRATES NBD
06.2021 - 01.2023
Priority Banking Specialist
EMIRATES NBD
Group Customer Experience (Proactive Services)
EMIRATES NBD
Bachelor of Science - Computer Science
University of Science And Technology
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