About Mohamed
I help companies turn complex technology into measurable business value for themselves and their customers. With 6+ years across SaaS, management consulting, and customer operations, I support teams through complex implementations, operational improvements, and adoption challenges.
I take ownership in, combining technical depth, structured execution, and stakeholder management to deliver outcomes.
I can help you with:
- Customer onboarding & adoption for complex tech products, including technical implementations, integrations, escalation management, and support during expansion phases.
- Technical & delivery project management, owning initiatives end-to-end and ensuring alignment across Product, Engineering, Sales, and Leadership.
- AI-powered workflow automation, including building AI agents and automating operational or support processes to reduce manual work and improve scalability.
- Python & technical projects, such as automation scripts, API integrations, analytical tools, and custom dashboards.
- Training & enablement, delivering structured trainings and workshops for technical, non-technical, and executive audiences to support adoption and long-term success.
- Process analysis & optimisation, mapping workflows, identifying friction points, redesigning end-to-end processes, and introducing clear KPIs to improve efficiency and visibility.
- Data analysis & executive reporting, collecting and validating data from stakeholders, addressing data gaps, and translating complex analysis into executive-ready dashboards, reports, and clear recommendations.
I’ve led enterprise engagements end-to-end, redesigned customer journeys, implemented AI-powered support frameworks, and delivered structured insights to leadership teams.
If you’re looking for someone who can own complexity, align stakeholders, and deliver measurable results, I can help.
Arabic
Native or bilingual
English
Native or bilingual
Spanish
Fluent
French
Native or bilingual
Can work on-site
Dubaï (up to 50km), Abou Dabi (up to 50km)
Experience
- CLUBCustomer Operations ManagerTELECOMMUNICATIONSMay 2024 - June 2025 (1 year and 1 month)Los Angeles, United States
- Redesigned and digitised the end-to-end customer journey, from onboarding to ongoing support, reducing friction points and improving the user experience across multiple mobile products.
- Built scalable communication frameworks (support flows, FAQs, automated responses, escalation processes) that improved resolution times and overall customer satisfaction.
- Analysed retention metrics and customer feedback to identify gaps, then implemented improvements that increased user retention and boosted product reviews across different app stores.
- Partnered with product and engineering teams to integrate customer insights into new product features, ensuring offerings were more competitive and aligned with user needs.
- Introduced data-driven processes and KPIs to measure customer engagement and satisfaction, enabling continuous improvement of service quality.
- OptibusSolutions EngineerTECHAugust 2021 - October 2023 (2 years and 2 months)London, United Kingdom
- Led 20+ enterprise engagements across EMEA and North America, covering discovery, solution design, technical demos, Proofs of Value (PoV), onboarding, and training.
- Served as a technical advisor to enterprise customers, supporting complex API integrations, custom workflows, and advanced use cases.
- Delivered technical workshops and enablement sessions for both technical and non-technical stakeholders, including executive-level audiences.
- Collaborated with Product and Engineering teams, documenting customer-driven feature requests and integration requirements to influence roadmap decisions.
- Partnered closely with Sales and Go-To-Market teams to identify upsell and expansion opportunities, supporting technical validation and solution positioning.
- Designed customer-specific dashboards to monitor usage, adoption, ROI, and operational performance.
- EFESOManagement consultantCONSULTING AND AUDITSJuly 2019 - August 2021 (2 years and 1 month)London, United Kingdom
- Led workflow analysis, process mapping, optimisation and data-driven assessments for 10+ enterprise clients across multiple industries such as automotive, pharmaceuticals & FMCG.
- Supported high-stakes RFP analysis and storytelling, contributing to one of the firm’s largest project win against top tier consultancy firms such as BCG and McKinsey.
- Designed an analytical operations model to support manufacturing strategy Make or Buy decision making for a leading Biopharma company
- Built an operations performance control dashboard reporting Cost, Service, Risk, Quality & People KPIs for a growing pharmaceutical company
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Education
- Masters in Electrical EngineeringINSA Lyon2023The National Institute of Applied Sciences (INSA) of Lyon is an international, multidisciplinary Engineering School at the heart of the European Higher Education scene. Ranked #1 in France as engineering school post bac.
- Academic ExchangeInstituto Politecnico National - Mexico City2018First engineering school in Mexico. Following courses of Economy, project management and Electrical installations in commercial, residential, agricultural, and manufacturing environments.
Certifications
- Power BI Data AnalystMicrosoft2019