Selected Experience in Strategy

Assisted a worldwide telecommunications company to develop a comprehensive consumer payments product aimed at increasing customer loyalty. Involvement included development of customer service organization to support the product. Developed organizational structure and policies for customer inquiries, chargeback processing, and written inquiries

For a top-10 card issuer, developed a cross-functional electronic payment strategy; included defining a go-to-market strategy, redesigning of current processes, and recommending organizational changes and structures required for cross-company success.

Developed a regulatory framework for a Middle Eastern payment services regulator, by which the provision of payment and credit services will be regulated. The framework included the establishment of an Ombudsman for payment services through which consumer complaints could be dealt with.

Interviewed local offices, identified issues related to business processes and organizational structure for internal marketing communications.