Jassim Juma

Career arc

1. Senior Vice President Customer Contact CentersApr 2024 — Present

   ALDAR· United Arab Emirates· Full-time
2. Senior Director, Digital Contact CenterJan 2021 — Apr 2024

   du· United Arab Emirates· Full-time
3. Senior Director, Service Excellence & Support2014 — Jan 2021

   du· Dubai, United Arab Emirates
4. Director, Operations Customer ExperienceJul 2012 — Jan 2014

   du· UAE, Dubai
5. Senior Manager, Customer Problem ManagementFeb 2011 — Jun 2012

   du· UAE, Dubai
6. Manager, Consumer & Enterprise Service ActivationOct 2008 — Jan 2011

   du· UAE, Dubai
7. OSS Service Assurance EngineerJan 2006 — Sep 2008

   du· Full-time
8. OSS Service Assurance Engineer2005 — Jun 2006

   TECOM Group Dubai· Dubai, United Arab Emirates

Education

• Higher Colleges of Technology
  Master of Business Administration (M.B.A.) · Strategic Management2009 — 2011
• Higher Colleges of Technology
  Bachelor’s Degree · Business Information Technology2001 — 2005

About

A senior professional leader in telecommunication and customer experience industries who excels at leading geographical operations and cross-functional teams to provide superior customer experience and operations innovation that drive business growth and market share. My professional background includes over 11 years’ hands-on experience in 600+ seats contact center operations, service excellence, strategic planning, process re-engineering, performance management, quality assurance and revenue generation. Currently, I am leading and managing Service Excellence & Planning department at du which includes 70+ employees. My key responsibilities are the budgeting, planning and overseeing the overall in-shore and off-shore operations delivery & performance with a value of 9 digits AED, in coo

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