Shadi Alnakhaleh PORTFOLIO.pdf

PORTFOLIO
S HADI ALN
www.shadialnakhaleh.bio.link

T O M Y P I E C E O F M I N D Z O N E
W h e r e y o u c a n f i n d t o u c h p o i n t s t h a t t u r n e v e r y t h i n g i n t o m a g i c , I a m
p a s s i o n a t e a b o u t c r e a t i n g a p o s i t i v e c u s t o m e r e x p e r i e n c e a n d s t r i v e t o
c o n t i n u o u s l y i m p r o v e t h e c u s t o m e r ' s j o u r n e y . I b e l i e v e i n w o r k i n g c l o s e l y
w i t h t e a m s t o u n d e r s t a n d t h e c u s t o m e r ' s n e e d s a n d p r o v i d e s o l u t i o n s t h a t
e x c e e d t h e i r e x p e c t a t i o n s . I h o p e y o u f i n d m y p o r t f o l i o i n f o r m a t i v e , a n d i t
g i v e s y o u a g o o d i n s i g h t i n t o m y c a p a b i l i t i e s .
Shadi Alnakhaleh Page 2

C O N T E N T S
ABOUT ME PERSONAL SKILLS /
EDUCATION
VISION
WORK EXPERIENCE
/ PROFESSIONAL SKILLS
PORTFOLIO
I n t h i s g u i d e , y o u w i l l f i n d m a n y i n t e r e s t i n g s t o r i e s a b o u t m y v a l u a b l e c l i e n t s a n d m e . l a c e
u p y o u r s h o e s a n d j o i n m e i n t h i s s h o r t y e t i n s p i r i n g j o u r n e y .
WHY ME? &
CONTACT

A B O U T M E
W i t h m o r e t h a n 1 5 y e a r s o f e x p e r i e n c e a n d
a B . S c . d e g r e e i n e n g i n e e r i n g , a n d a
B u s i n e s s A d m i n i s t r a t i o n p o s t g r a d u a t e
d i p l o m a i n h a n d , I t u r n e d d o w n m y
B u s i n e s s a c u m e n b a c k g r o u n d a n d s e t o u t
t o b e a f r e e l a n c e b u s i n e s s a n d
m a n a g e m e n t c o n s u l t a n t .
O v e r + 2 0 c l i e n t s l a t e r , I c a n c o n f i d e n t l y s a y
t h a t I a m a P E R F E C T f i t f o r y o u r b u s i n e s s .
S H A D I A L N
C X C o n s u l t a n t

I h e l p s m a l l / m e d i u m
b u s i n e s s e s a n d l a r g e
e n t e r p r i s e s t o p o s i t i o n
t h e m s e l v e s a s t r u s t e d b r a n d
w i t h a s t r o n g m e s s a g e a n d
w i n n e w c u s t o m e r s b y h a v i n g
a p r o v e n t r a c k r e c o r d o f
d e v e l o p i n g a n d i m p l e m e n t i n g
s t r a t e g i e s t o i m p r o v e
c u s t o m e r s a t i s f a c t i o n a n d
l o y a l t y , a s w e l l a s e x p e r i e n c e
i n c u s t o m e r r e s e a r c h , j o u r n e y
m a p p i n g , a n d m a n a g i n g
c u s t o m e r f e e d b a c k .
C X M a t u r i t y A s s e s s m e n t 1
C u s t o m e r s r e s e a r c h
2
C X p e r s o n a
3
C X C u r r e n t
J o u r n e y M a p p i n g
4
C X F u t u r e J o u r n e y D e s i g n
5
C X I n i t i a t i v e s
d e v e l o p m e n t
6
C X M e a s u r e s & m e t r i c s
7
C X M a n a g e m e n t
8

V I S I O N
C o n v e r s i o n C X m e a n s d e s i g n i n g a n d
i m p l e m e n t i n g H U M A N - C E N T R I C s t r a t e g i e s a n d
p r o g r a m s t h a t d o t h e i r j o b .
I t ' s n o t a b o u t t h e m o s t c r e a t i v e p i e c e , i t ' s
a b o u t h o w t o c o m m u n i c a t e w i t h y o u r
c u s t o m e r s .

P E R S O N A L S K I L L S
W h e t h e r y o u ’ r e l o o k i n g f o r a c u s t o m e r ' s l o y a l t y o r n e e d t o r a i s e u p y o u r c u s t o m e r
s a t i s f a c t i o n f o r y o u r e n t i r e c u s t o m e r j o u r n e y , I ’ l l p r o v i d e a p i e c e o f p e r s o n a l s k i l l s t h a t
t u r n s b o t h b u s i n e s s a n d y o u r t e a m s i n t o C X a d v o c a t e s .
Article Writer Training and Education Presentation
Writ stories, articles and short messages to
your customers
Educate and learn your teams how to think
about their customers
Present your values, strategy and
commitments toward your customers

E D U C AT I O N
L e a r n i n g i s o n e o f m y f a v o r i t e
t h i n g s t o d o . I n a l l l i k e l i h o o d , I
h a v e b e e n a p e r p e t u a l s t u d e n t
e v e r s i n c e t h e d a y I w a s b o r n .
F r o m s c h o o l t o g r a d u a t e s c h o o l ,
w i t h m u l t i p l e d e g r e e s , c e r t i f i c a t e s ,
a n d w o r k s h o p s u n d e r m y b e l t .
W O W !
2012 – 2015
PG Diploma – Business
Administration
T h e U n i v e r s i t y o f
M a n c h e s t e r , U K
1999 – 2006
B.Sc. Degree –
Biomedical Engineering
A j m a n U n i v e r s i t y , U A E

E X P E R I E N C E
I t ' s i m p o s s i b l e t o s h o w c a s e a l l m y w o r k i n a s i n g l e f i l e , s o f e e l f r e e t o g e t
a c c e s s t o a b u n c h o f s a m p l e s . C L I C K H E R E
SENIOR HEALTHCARE
CONSULTANT
MANAGER – CUSTOMER,
DIGITAL TRANSFORMATION
STRATEGIC BUSINESS
CONSULTANT

P R O F E S S I O N A L S K I L L S
A s a c u s t o m e r e x p e r i e n c e p r o f e s s i o n a l , I h a v e a d e e p u n d e r s t a n d i n g o f t h e c u s t o m e r ' s
n e e d s a n d h a v e t h e s k i l l s t o b r i d g e t h e g a p b e t w e e n t h e c u s t o m e r a n d t h e o r g a n i z a t i o n t o
p r o v i d e a n e x c e p t i o n a l c u s t o m e r e x p e r i e n c e .
Customer Interview &
Focus Group Discussions
Design Thinking &
Ideation workshops
Service Blueprint &
Process re-engineering
Capturing customer interactions,
complaints, and pain/gain points
Design and develop training programs Design and implement customer-centric
solutions

P O R T F O L I O
I f y o u h a v e r e a c h e d t h i s p a g e , i t ’ s
p r o b a b l y b e c a u s e y o u ’ r e
w o n d e r i n g , “ I s t h i s p e r s o n w i l l b e
a g o o d c a n d i d a t e f o r u s ? ”
I ' m s u r e I w i l l b e . W h y ? B e c a u s e
s i n c e I l a n d e d i n C X , I h a v e l o v e d
i t ! S o , I h a v e t h a t d r i v e r f o r m e
a n d y o u o f c o u r s e , w h i c h i s
A W E S O M E !
Saudi Arabia – Public Sector
Ministry of Human Resources & Social
Services
PROJECT
Communication, Space & Technology
Commission
PROJECT
Ministry of Health
King Faisal Medical Complex
PROJECT
1
2
3
1/2

P O R T F O L I O
Government Expenditure & Projects Efficiency
Authority “EXPRO” (Ministry of Finance)
PROJECT
UK – Private Sector
BCG and SKIM (Customer
Research, interview, and
focus group discussions)
PROJECT
Canada – Private Sector
DressyOne (Modest Women
fashion style for Muslim Women
living in the west)
PROJECT
4
5
6
2/2
I f y o u h a v e r e a c h e d t h i s p a g e , i t ’ s
p r o b a b l y b e c a u s e y o u ’ r e
w o n d e r i n g , “ I s t h i s p e r s o n w i l l b e
a g o o d c a n d i d a t e f o r u s ? ”
I ' m s u r e I w i l l b e . W h y ? B e c a u s e
s i n c e I l a n d e d i n C X , I h a v e l o v e d
i t ! S o , I h a v e t h a t d r i v e r f o r m e
a n d y o u o f c o u r s e , w h i c h i s
A W E S O M E !

Saudi Arabia –
Public Sector
Ministry of Human
Resources & Social
Services
PROJECT
1
I w a s a t e a m m e m b e r o f t h i s
p r o j e c t w h e r e w e h a d
d e l i v e r e d C u s t o m e r E x p e r i e n c e
& C e n t e r o f E x c e l l e n c e , C X
S t r a t e g y & T a r g e t O p e r a t i n g
M o d e l “ T O M ” , C X A c a d e m y , a n d
C h a n g e M a n a g e m e n t .
I h a v e l e d t h e s t r e a m o f
e x p e r i e n c e a n d j o u r n e y s
d e s i g n , c u s t o m e r r e s e a r c h e s ,
c u s t o m e r i n t e r v i e w s , a n d
b r a n c h e s a s s e s s m e n t .
C u r r e n t S a t e J o u r n e y
M a p p i n g
F u t u r e S a t e J o u r n e y
D e s i g n
N e w S e r v i c e B l u e p r i n t

Saudi Arabia –
Public Sector
Communication,
Space & Technology
Commission
PROJECT
2
p r o j e c t w h e r e w e h a d d e l i v e r e d
t h e U s e r E x p e r i e n c e ,
e x p e r i e n c e a n d j o u r n e y s
d e s i g n , t r a n s f o r m a t i o n
i n i t i a t i v e s d e v e l o p m e n t ,
s t a k e h o l d e r m a n a g e m e n t .
I h a v e l e d t h e s t r e a m o f
c u s t o m e r r e s e a r c h e s , c u s t o m e r
i n t e r v i e w s , a n d s u r v e y s o f
B 2 B m B 2 C , B 2 G , G 2 C , G 2 b , a n d
G 2 G . I h a d m a n a g e d i n - h o u s e
t e a m , o u t - s o u r c e a g e n c y t e a m ,
a n d c l i e n t s t a k e h o l d e r .
C u s t o m e r I n t e r v i e w G u i d e
I m p r o v e m e n t I n i t i a t i v e s
C u s t o m e r
P e r s o n a

P r o j e c t T i m e l i n e
C o n c e p t D e s i g n a n d l a y o u t
r e n o v a t i o n
P e r f o r m a n c e I m p r o v e m e n t &
O p e r a t i o n a l T r a n s f o r m a t i o n
Saudi Arabia –
Public Sector
Ministry of Health
King Faisal Medical
Complex
PROJECT
3
I w a s t h e p r o j e c t m a n a g e r , w h e r e
t h e t e a m a n d I d e l i v e r e d a f u l l
d e s i g n & i m p l e m e n t a t i o n s o l u t i o n
o f c l i n i c a l L a b . A u t o m a t i o n ,
o p e r a t i o n a l d e s i g n a n d
i m p r o v e m e n t ,
I h a v e m a n a g e d t h e p r o j e c t i n
t e r m s o f s t r a t e g i c g r o w t h p l a n s ,
i m p l e m e n t a t i o n , i n i t i a t i o n ,
p l a n n i n g , r e s o u r c e s , t i m e l i n e ,
d e l i v e r i e s , i n t e r n a l c r o s s -
f u n c t i o n a l t e a m s , e x t e r n a l 3 r d
p a r t i e s ' t e a m s , a n d p r o j e c t
c l o s u r e .

p r o j e c t w h e r e w e h a d d e l i v e r e d
t h e i m p l e m e n t a t i o n o f
h e a l t h c a r e s t r a t e g i c i n i t i a t i v e s
( c o s t o p t i m i z a t i o n a n d s p e n d i n g
e f f i c i e n c y o f c a t e r i n g a n d
p a t i e n t m e a l s o f U S D 2 0 0 M
r e d u c t i o n p e r y e a r ) a p p l i e d t o
S a u d i M i l i t a r y M e d i c a l A f f a i r s a t
t h e M i n i s t r y o f D e f e n s e & S a u d i
M i n i s t r y o f H e a l t h .
A n d I c o n t r i b u t e d t o p r o c e s s /
p o l i c y d e v e l o p m e n t a n d
m a p p i n g o f n e w c a t e r i n g
p r o c u r e m e n t s .
B e n c h m a r k i n g o f c a t e r i n g
/ n u t r i t i o n i n S w i s s
h o s p i t a l s
E v a l u a t i o n o f s u s t a i n a b l e
i m p r o v e m e n t m e a s u r e s F o r
C a t e r i n g / n u t r i t i o n s e r v i c e s a t
M u n i c h U n i v e r s i t y H o s p i t a l -
G e r m a n y
Saudi Arabia –
Public Sector
Government
Expenditure &
Projects Efficiency
Authority “EXPRO”
(Ministry of Finance)
PROJECT
4

I w a s a t e a m m e m b e r o f
t h i s p r o j e c t w h e r e I h a d l e d
t h e f o l l o w i n g :
1 . C u s t o m e r i n t e r v i e w s
( S t u d e n t s , P r o f e s s i o n a l s ,
a n d E x p e r t s ) .
2 . F o c u s D i s c u s s i o n G r o u p
M o d e r a t i o n .
3 . D a t a a n a l y s i s a n d
s u m m a r i z a t i o n .
1 : 1 I n t e r a c t i v e I n t e r v i e w
C u s t o m e r i n t e r v i e w s a n d
F o c u s G r o u p D i s c u s s i o n -
D a t a a n a l y s i s a n d
s u m m a r i z a t i o n
UK – Private Sector
BCG and SKIM
(Customer Research,
interview, and focus
group discussions)
PROJECT
5
F o c u s G r o u p D i s c u s s i o n

I ’ m t h e C o - F o u n d e r a n d t h e S t r a t e g i c
B u s i n e s s C o n s u l t a n t o f t h i s s t a r t - u p
b u s i n e s s .
I ’ m m a n a g i n g a n d l e a d i n g a t e a m o f 5
p e o p l e i n d i f f e r e n t d e p a r t m e n t s
( p r o d u c t d e s i g n , p r o c u r e m e n t ,
o p e r a t i o n , a n d b u s i n e s s d e v e l o p m e n t :
1 . D r i v e t h e s t r a t e g y i m p l e m e n t a t i o n
p l a n a n d o p e r a t i o n a l c o s t
e f f i c i e n c y .
2 . E x a m i n e t h e t a r g e t m a r k e t t o
d e f i n e t h e d e m o g r a p h i c a u d i e n c e
a n d r e g i o n s o f o p e r a t i o n .
R u n n i n g a n d
o p e r a t i n g t h e
W e b s i t e , a n d S o c i a l
M e d i a M a r k e t i n g
c a m p a i g n s
I n v e n t o r y m a n a g e m e n t
a n d o p e r a t i o n o f s a l e s ,
o r d e r s , a n d d i s p a t c h
s h i p m e n t s v i a S h o p i f y
Canada – Private
Sector
DressyOne (Modest
Women fashion style
for Muslim Women
living in the west)
PROJECT
6

W H O A M I ?
Enthusiastic Innovative
Focus on
JOBS-TO-BE-DONE
B e c a u s e m y p h i l o s o p h y i s b a s e d o n s t r a t e g y f i r s t ! T h e n w e
c a n c r a f t i d e a s t h a t w i l l r e s o n a t e w i t h y o u r r i g h t c u s t o m e r s .
“ T o g e t h e r , w e w i l l l e a r n , m o v e f o r w a r d a n d g r o w ! ”
Commitment

T H A N K S Y O U
F O R W A T C H I N G
R e a d y t o s c a l e u p y o u r b u s i n e s s ? L e t ' s v i b e
+1 (905) 781-4970 Toronto, Ontario. Canada
shadi.alnakhaleh@gmail.com

Shadi Alnakhaleh PORTFOLIO.pdf

Recommandé

Recommandé

Contenu connexe

Similaire à Shadi Alnakhaleh PORTFOLIO.pdf

Similaire à Shadi Alnakhaleh PORTFOLIO.pdf (20)

Dernier

Dernier (20)

Shadi Alnakhaleh PORTFOLIO.pdf