Yehia Hafez

I am a visionary management consultant, senior telecoms executive, and customer experience thought leader, leveraging decades of experience and with a comprehensive success record in developing and executing digital and business transformation strategies. Harnesses multidisciplinary teams and technology to transform processes, change operating models and improve overall customer experience. I possess extensive experience in customer experience & operations, customer journeys design & implementation, strategic planning & execution, business transformations, governance, people management, talent management and leadership. I offer first class communication skills and ability to translate strategy into action. I possess an international mindset and approach and have worked in large and diverse corporate environments. My last corporate position was Customer Care Operations Senior Director at WE (Telecom Egypt) and currently I'm Customer Experience Lead Consultant at Kepler Gate Management Consultancy. I have led major business transformation programs including the digital transformation of Vodafone Egypt Customer Care, as well as the establishment of outsourced call centers and the replacement of legacy systems with best in class care technologies. I have delivered consultancy services to other Vodafone operating companies in resource planning & utilization and KPI development. I have an MBA and speak fluent Arabic and English.