Feras Tarakhan

Head of Product and Go To Market | Customer Experience | Transformation Program

Dubai5.5k followers

Ras Al Khaimah Municipality Department

ex-du

ex-Umniah Mobile company

Certified Scrum Master | Digital Transformation & Customer Experience Expert Results-oriented professional with a proven track record in driving digital transformation and enhancing customer experiences across diverse industries.
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Possessing a deep understanding of customer journeys, I excel in designing and implementing innovative solutions to meet evolving business needs. With a strong foundation in Scrum methodologies, I am adept at leading agile teams to deliver exceptional results. My expertise spans knowledge management, AI-powered chatbots, IVR, and digital touchpoints. I have successfully led initiatives that increased customer satisfaction, reduced operational costs, and drove revenue growth. Experienced in revenue assurance, fraud management, and billing, I bring a holistic perspective to business operations. My passion lies in leveraging technology to create seamless customer experiences and drive organizational success. Summary of main achievement: - du chatbot - du eShop - du app - Deflection from traditional channels to self services channels. - Life chat project - Launch new knowledge management system as central and single point of truth for du. - Revamp and launch new du smart IVR - Customer journey mapping and redesign customer experience. - Audit and revenue assurance SPOC, Orange Jordan billing convergent project - Audit and revenue assurance SPOC ,Orange Jordan mobile money project. - Develop RA tools (Ex: Switch file decoder, reporting tool and knowledge base). - Validate and fix RA system (Subex) audit and the generated report in du. - Identify RA KPI and monitor it in du.

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RAS AL KHAIMAH MUNICIPALITY DEPARTMENTJOB
1. Head of Product Management
  1Y 3M
NOQODIJOB
1. Head of Customer Experience
  1Y
DUJOB
1. Dir Customer Experience
  3Y 4M
2. Channels management and UA…
  1Y 1M
3. Customer Experience Strate…
  4Y 11M
4. Customer Operations Mgr
  2Y 11M
5. Revenue Assurance Consulta…
  1Y
ORANGEJOB
1. Fraud Management & Revenue…
  2Y 8M
UMNIAH MOBILE COMPANYJOB
1. Billing And Interconnect
  2Y 10M
2. IT infrastructure Eng
  8M
MEDIA PHONE COMPANYJOB
1. System Eng
  6M

Job: du — Revenue Assurance Consultant. · 2011-10 – 2012-10 — 1. Lead and manage RA projects. 2. Monitor audits, KPIs and billing/ traffic trends. 3. Prepare reconciliation of Revenue reported by billing system & Financial systems to ensure complete & accurate recording of revenue 4. Pre-billing Activities & Checks 5. Revenue Streams Analysis (leakage identification & prioritization) 6. Event Generation & Processing, including Mediation 7. Reporting - Prepare Incident Reports and ensure that all incidents of revenue leakage are supported by comprehensive documentation covering all aspects of detection/reporting, investigation, closure and analysis. - Quantification of all revenue leakage incidents reported. - Providing input for monthly RA management…
Job: du — Channels management and UAT Lead · 2020-11 – 2021-12 — 1. Design customer journey in different touch point using design thinking and process re-engineer. 2. Maintain and manage customer experience through all customer channels. 3. Use business analytics and intelligence (NPS, TNPS, and CSAT) to work in enhancing the customer experience in detailed process or journey. 4. Work in agile and using scrum methodology for all digital implementations and projects. 5. Digital transformation and self-service design through website and du app, using CRM data and best practice, implementing chatbot to support customers through social media and WhatsApp. 6. Deflect traffic from assist channels to not assist channels by providing the needed features and…
Job: du — Customer Operations Manager · 2012-12 – 2015-11 — 1. Responsible for overall delivery on customer operations solutions, custom/3rd party applications, interfaces between multiple corporate systems. 2. Support the business development activities to help qualify the right opportunity and coordinate the technical resources to perform proof of concept projects. 3. Provide Project delivery estimates, resource selection, and timeline working closely with Project/Solution Managers. 4. Selection of right external vendor partners for delivery, Manages vendor relationships thereafter. 5. Identifies business and technical alternatives to solve problems. 6. Provide financial reviews, business case development, and strategic project identification to o…
Job: Umniah Mobile company — IT infrastructure engineer · 2005-07 – 2006-03 — 1-Build web pages using ASP.Net (SQL data base) 2-Build web pages using ASP.Net + CMS (Content Management Server) 3-Create windows application using C#(SQL data base) 4-Create windows application using C# with oracle database 5-Systems administration (Share point and archiving systems ) 6-Integrate archiving system (docuware) with POS database using PL/SQL and oracle SPs 7-Using administration software’s 8-Help desk support
Job: Media Phone Company — System Engineer · 2004-12 – 2005-06 — 1- Application support. 2- SQL server management 3- Services support 4- Create windows applications using C#
Job: orange — Fraud Management & Revenue Assurance · 2009-02 – 2011-10 — 1.Being part of all new projects to figure out the revenue leakage, fraud cases may happen and risk management. 2.Definition or modification of GL codes both in Postpaid Billing System vs Finance System. 3.Analyze current business processes performed in all departments, and modify it if needed. 4.Validation of prepaid and postpaid revenues, as well as adjustments for revenue booking in Accounting. 5.Establish preventive and detective mechanisms including utilizing latest IT technique for independent checks on the accuracy and completeness of telecom services. 6.Plan and carry out Revenue Assurance reviews on products and processes. 7.Analyze the accuracy of the information, data processed,…
Job: noqodi — Head of Customer Experience · 2024-05 – 2025-05 — 1- Developed and implemented a comprehensive customer experience strategy. 2- Conducted in-depth customer journey mapping to identify key pain points and implementing solutions that led to improved customer experience and reduce customer complaints. 3- Designed and implemented innovative customer journeys across touch point using design thinking and process re-engineer. 4- Interduce business analytics and intelligence (NPS, TNPS, and CSAT) to work in enhancing the customer experience in detailed process or journey. 5- Improve digital channels by introducing additional features and improve existing ones. 6- Oversee day-to-day operations of front and back-office teams, to achieve improvement…
Job: Umniah Mobile company — Billing And Interconnect · 2006-04 – 2009-02 — Billing System 1.Ensure the Billing System and related automated IT systems are well operated. 2.Define (new /modify) packages, market segments, discounts, bonuses and products. 3.Define (new /modify) billing policies, rating policies and special rates. 4.Analysis and define the roaming agreements. 5.Investigate rejected events reasons and ensure to resolve the cause and rate all rejected events. 6.Execute bill runs, check log files and results. Interconnect System 1.Ensure the Interconnect System and related automated IT systems are well operated. 2.Monitor rating process and check log files. 3.Define (new /modify) packages, market segments. 4.Define (new /modify) rating policies. 5.Inves…
Job: du — Director Customer Experience · 2021-01 – 2024-05
Job: Ras Al Khaimah Municipality Department — Head of Product Management · 2025-05 – present — As Head of Product and Services at the Ras Al Khaimah Municipality, I lead a high-performing team dedicated to the fundamental transformation of government services. My mission is to bridge the gap between complex policy and seamless citizen experiences by optimizing our go-to-market strategies and modernizing service delivery. By championing Agile methodologies and design-led implementation, I ensure RAK Municipality remains at the forefront of innovation, delivering high-impact, user-centric solutions that enhance the quality of life for our community. - Strategic Portfolio Management: Overseeing the end-to-end Municipality project and services portfolio, ensuring alignment with RAK’s lo…
Job: du — Customer Experience Strategy And Digital transformation · 2015-12 – 2020-11 — 1. Define CE and digital strategy and build road map in alignment with organization 2025 vision. 2. Design thinking and process re-engineer in order to identify breakages in the experience due to lack of or ineffective KPIs lacing customer interactions through different touch-points and proposing effective solutions to overcome problems in a time efficient manner. 3. Digital transformation and self-service design through website and du app, using CRM data and best practice. In progress to implement chat bot to support customers through social media and WhatsApp. 4. Creating, implementing, monitoring and enhancing the customer Chabot experience across all digital channels by creating user jo…
School: Jami'at Philadelphia Al-Khassa — Bachelor's degree, Software Engineering

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product ownerUser Acceptance TestingBusiness AnalysisMarket ResearchE-CommerceConsumer BehaviorPayment GatewaysDigital StrategyBusiness Process ImprovementDesign ThinkingTeam ManagementDigital TransformationAgile MethodologiesStrategyMicrosoft OfficeTeamworkManagementCustomer Relationship Management (CRM)Team LeadershipPeople Management

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Feras Tarakhan

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