•	Leading the Customer Services Team for the UAE including managing the Contact Centre with over 90 team members for the largest E-commerce organization in the Middle East, across all key areas of Strategy, People and Processes, Technology, end-to-end Customer Engagement and Experience, Order Management, Delivery, Logistics and Supply Chain, Training and Quality, Daily Operations, Service Levels, and Channel Partner Relationships such as leading telecom operators like Du. 
•	In addition to heading the UAE Team – reporting directly to the Regional Customer Services Director – I lead on key strategic Customer Services projects for SOUQ.com across the region for all change management roll-outs including new systems, processes, service metrics, infrastructure, product and content and quality and training initiatives.
•	Direct reports include two supervisors, eight team leaders, and one QA and Training Lead, also have direct financial reporting responsibilities, budget and operational planning, and managing top key regional roll-out and projects.
•	In-depth expert knowledge of end-to-end E-Commerce operations, processes, systems (including ERP, PABX/ACD, IVR, Back-office Data systems).
•	Achieved Employee of the Month and other recognition's and training across Customer Care and 
