Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mireille M

Dubai,DU

Summary

Proven Service Design Specialist with a track record of enhancing customer satisfaction and streamlining service delivery. Skilled in Customer Experience Design and Expert Problem Solving, I've successfully managed projects and improved service processes. My approach has consistently led to significant service enhancements and positive customer feedback. Focused on maximizing success through effective use of designing services and enhancing customer journeys by digitizing services across different channels

Overview

12
12
years of professional experience

Work History

Service Design Specialist

RTA
08.2021 - Current
  • Enhance all services provided to the customers by following Governmental 360 program acooring to 360 pillars
  • Creating detailed user personas to represent different segments of targeted audience to enhance customer journeys and to emphasize customers preferences
  • Customer Journey Mapping: Visualizing end to end customer journey across different touchpoints by identifying service gaps and pan points and plan to enhance the services accordingly
  • Reviewing BRS and Prototypes of services across different channels: ensure journeys are mapped between different channels through usability testing with real users to ensure consistency across channels of all services
  • Services Blueprinting: creating services blueprint to illustrate the underlying processes, systems and touchpoints that support the delivery of a service
  • Testing services by attending UAT: testing the end to end journey of service and make sure the front stage and the back stage components are mapped and consistent for customers before launching the service
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Service Catalogue Manager: managing the service catalogue by updating all service cards information in the portal and ensure all stakeholders are involved and updated.
  • Change Management: analyzing the change and involve all needed stakeholders to ensure launching a change that follows the 360 pillars and increase services adoption.

Project Manager

Alternative Character
02.2016 - 08.2021
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Enhanced all service information of RTA in the service catalogue and ensure clear and updated information are always published to customers.
  • Drove team success through shared vision and recognition of quality performance
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Provided detailed project status updates to stakeholders and executive management.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Developed and implemented strategic project plans to meet business objectives.

Emquest Internship

Emquest Emirates
08.2012 - 09.2013
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
  • Sorted and organized files, spreadsheets, and reports.
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.

Education

MBA - General Management

Emirates Aviation University
Dubai
12.2024

High School Diploma -

Haret Al Naameh High School
Lebanon
07.2014

Skills

  • Customer Experience and Desiging Services
  • Customer Relations
  • Expert Problem Solving
  • Documentation Management
  • Quality Assurance
  • Process Analysis

Languages

Arabic
Advanced (C1)
English
Advanced (C1)
French
Upper intermediate (B2)

Timeline

Service Design Specialist

RTA
08.2021 - Current

Project Manager

Alternative Character
02.2016 - 08.2021

Emquest Internship

Emquest Emirates
08.2012 - 09.2013

MBA - General Management

Emirates Aviation University

High School Diploma -

Haret Al Naameh High School

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Mireille M