Why Service Matters
“Service isn’t improvised, it’s designed and measured.”
An L&D trainer and consultant with 22+ years of experience across the Middle East, the Gulf, and Southeast Asia.
I build practical customer-service programs and turns them into policies, procedures, and operating mechanisms that consistently drive performance.
2002 — Launch & Early Build Joined an advisory and training center that linked frontline behavior to performance indicators, turning training from a standalone activity into a performance lever tied to SOPs and KPIs.
2009–2011 — HR Director (Assignment), Al Hamwi International Built HR policies, organizational structures, appraisal systems, and onboarding across multiple sites.
2011 — HR Expert, UNDP/NSAF Designed org structure and job descriptions, and translated training needs into citizen-service programs aligned with government frameworks.
2013 — Lead HR Consultant (Assignment) (TEKA/Indonesia) Restructuring, policy design compliant with local law, and adoption of performance appraisal systems with effective change communications.
2014 — Co-Founder (Proact Group/Turkey) Entrenched a clear service culture, commission architectures, and training for customer-facing teams on communication and complaint resolution.
2025 — Co-founder at Next Move and establishment of the group’s headquarters in Syria.
Public Sector & NGO Exposure
Worked in high-sensitivity service environments: UNDP/NSAF, Oman Ministry of Defense (training and operational interventions), SOS, and others, with the ability to train bilingual cohorts and call-center teams.
What I Build
From Service Design to SOPs: from TNA to actionable curricula, then SOPs and clear escalation paths.
Performance Mechanisms: wiring daily behaviors to CSAT/NPS/VOC and turning reports into execution cues.
Coach the Coach: enabling team leaders to make quality a habit, not a temporary campaign.
Training Portfolio (Samples)
Customer Service Foundations; Call-Center Etiquette; Managing Difficult Conversations & De-escalation, Service Recovery & Complaint Handling, Service Quality (CSAT/NPS/VOC), Professional Communication, HR for Non-HR, Performance Appraisals.
Operating Philosophy
Clarity before speed and transparency makes speed sustainable.
Make service visible, and results auditable.
Credentials
PhD (Candidate) — Islamic Economics (MEDIU, Malaysia)
M.A. — Islamic Economics (IZU, Istanbul)
M.Sc. — Human Resources Management (HIBA)
B.A. — Business Administration (HIBA)
Selected certifications: ISO 9001:2008 Internal Auditor (TÜV NORD), Advanced Facilitation, Marketing 3.0.