Ammar Hamza Alastad

As the Director of Enterprise Business Operations in Zain Kuwait B2B, I have focused on:

• Led a team of 60+ employees together with overlooking the operations of the strategic indirect-sales partners across the market and solidified the integrating between Zain Kuwait B2B and the ICT & ISP subsidiaries to act as an implementation and integration arm for the Enterprise business sector
• Systemized and automated internal operational processes to reflect on customer facing sale/after-sale channels with the introduction of SLA-based service that is aligned with customer segmentation of over 8000+ B2B Enterprise/ICT accounts that played major role in achieving annual sales target of over 100 million US Doller
• Digitized SME customer journey through the Agile development of the “SME App” allowing seamless interactions of customer fulfillments and accomplishment of the transformation strategy
• Elevated After-Sale support of Enterprise products and services of Zain Kuwait to a distinguished level by the creation of a dedicated 2-level Enterprise customer support center
• Proven ability to manage and coordinate large-scale projects, cross functional teams, customers, vendors and partner relationships.

As a Group customer technology manager, I have led Group-level agreement with international vendors and service providers to provide Zain Operations across 8 countries in the Middle east and Africa with the best practices in the following:

• Successful deployment of digital social care and voice of customer programs across Zain Operations in 8 countries in the Middle east and Africa serving over 48 million customers with a focus on customer experience as a differentiator in the market
• Setup and created customer experience and customer engagement measures, blueprints and guidelines for customer journey mapping and design across Zain Operations
• Bridge the gap between the commercial requirements of sales channels with the technical and IT abilities and system upgrades across the Zain Operations in the Group
• Managed and supervised Group-level skills and knowledge transfer as best practices across Zain Operations.

As a network performance assurance manager, I was responsible for:

• Managing and reporting a holistic performance view of the End-to-End Zain Kuwait network elements using probe data to benchmark network quality to a distinguished performance level.

Started as a Radio Engineer in 2006 and then promoted to a team leader position in 2009 and then to a Manager position in 2012. As a Network Radio Engineer Expert, I was involved in the following:

• Responsible of planning, deployment, and rollout phases of the 3G UMTS and 4G LTE networks as a greenfield and maintaining high-level of standard network performance and optimizations across Radio networks including GSM in Zain Kuwait.
• Experienced in networks design, planning, optimization, traffic offloading.
• Involvement in cell and network design/planning, drive testing, optimization, customer complain and network benchmarking.