Mohammed Alzubaidi
Vice President of Customer Experience, Support & Client Partner >> Persuasive Thought Leader Combining Versatility & Integrity to Lead Transformational Change on a Global Scale
- Role
- Vice President of Customer Experience at Alorica
- Location
- Portland, OR, US
- LinkedIn followers
- 500 followers
About Mohammed Alzubaidi
Over my career, I have established a reputation as a change agent who places people at the center of all planning, spearheading initiatives that transform programs, teams, and client support/delivery. At Alorica, as VP of Customer Experience, I worked with leadership in setting change initiatives that escalated our global support programs from teir-3 to tier-1 performance, reached 99% adherence in budget controls, and expanded capacity of programs 25%. I have experience in managing multi-site operations and working in global environments. I am dedicated to working closely with executives through strategic planning to expand global programs, accelerate customer service and delivery, and control costs. As a people manager and team leader, I thrive in fast-paced climates - forming high-achieving, teams and cultivating a culture of performance excellence to deliver record-breaking company outcomes and customer success. EMAIL: M••••••••@Gmail.com
Experience
Vice President of Customer Experience
May 2022 — Present · US
Promoted to bring new insight into devising targeted change initiatives across all lines of business. Lead cross-functional teams of direct/indirect reports supporting Fortune 500 and 50 clients across 4 continents. Work within executive team to define clear KPIs and recommend steps for strengthening account management. Own the strategic growth planning process. Compile and present progress and results to leadership teams. Control budget. Select Accomplishments: Transformed global support programs from tier-3 to tier-1 performance for Fortune 500 and 50 organization. Reduced revenue churn 40% while continuing to drive NPS scores as much as 15%. Achieved top-ranking operations in 6 consecutive quarters through strategic and tactical improvement initiatives. Drove global customer success by managing end-to-end planning and execution of service delivery, with scope of 3K people. Adhered to 99% compliance in managing budgets and controlling costs. Expanded program capacity 25% by scaling business and team to meet global market demands.
Education
Arizona State University
Bachelors of Science, Industrial Engineering
2004 — 2009
Arizona State University
Bachelors of Science and Engineering, Industrial Engineering
2009
Skills
- Fmea
- Kaizen
- Lean Manufacturing
- Project Management
- Capacity Planning
- Time Standards
- Cross-Functional Team Leadership
- Root Cause Analysis
- 5s
- Six Sigma
- Microsoft Office
- Operational Efficiency
- Awesomeness
- Continuous Improvement
- Team Leadership
- Industrial Engineering
- Oee
- Coaching
- Manufacturing
- Flow Charts
- Management
- Capacity Management
- Key Performance Indicators
- Autocad
- Business Process Improvement
- Statistical Process Control (Spc)
- Manufacturing Engineering
- Leadership
- Engineering
- Value Stream Mapping
- Risk Management
- Failure Mode and Effects Analysis (Fmea)
- Process Improvement
- Spc
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