Open Insights Technology
Innovate. Transform. Succeed
Asiacell Mobile App Upgrade
Gamification & Revenue Uplift
Organization: Ooredoo Group / Asiacell Iraq
Role: Project Lead
Period: Jan 2021 – Aug 2023
Objective
Drive digital engagement, boost retention and grow revenue via a fully enhanced app.
Actions Taken
We delivered a comprehensive app upgrade packed with customer-first features:
- SPIN the Wheel gamification
- Recharge Rewards & Subscriptions
- Multi-MSISDN login & full usage tracking
- eSIM purchase & replacement
- SIM/device delivery integration
- Live Chat + Digital Assistant
- Shop locator & more
Achievements / Results
- 35% increase in conversion rates
- 25% of all transactions moved to digital in the first 12 months
- Significant rise in user engagement & retention
Launch of Asiamall Marketplace
Organization: Ooredoo Group / Asiacell Iraq
Role: Project Lead
Period: May 2022 – Nov 2022
Objective
Introduce a telecom-operated online marketplace offering telecom and third-party products.
Actions Taken
- Led GTM
- UI/UX Review
- Merchant Onboarding
- Commercial Structuring
- Live Operations.
Achievements / Results
- Live platform with strong MAU
- Revenue uplift of 22% from new digital SKUs and prepaid bundles
- Platform gained 100K+ users in first 90 days.
2021 Digital Transformation Execution
Organization: Ooredoo Group / Asiacell Iraq
Role: Project Lead
Period: Jan 2021 – Dec 2021
Objective
Transform all customer touchpoints into digital-first channels.
Actions Taken
- Led roadmap for eCommerce, app, web, kiosks.
- Launched retention and cross-sell initiatives across channels.
Achievements / Results
- Highest CSAT in company history
- 38% growth in mobile app MAU.
- 29% rise in e-commerce conversions.
Virtual Mall Deployment – Kuwait (Zain)
Organization: EDCH / Etisalat Services Holding
Role: Project Lead
Objective
Deploy a full-fledged Virtual Mall platform tailored for a telecom operator with integrated digital shopping experience.
Actions Taken
- Led complete lifecycle – planning
- Vendor Coordination
- System Integration
- Testing
- Live Deployment
- Developed Go-to-Market and UX strategies
Achievements / Results
- Completed within 8 months.
- Achieved 150% of planned KPIs.
- Increased digital transaction rate by 45% within 3 months.
Retail & Franchise Digitization – Nigeria
Organization: Globacom Nigeria
Role: Project Lead
Objective
Digitize customer experience across 210 retail and franchise outlets to boost revenue and streamline operations.
Actions Taken
- Implemented Omnichannel CRM
- Launched AI Chatbot
- Digital Self-Care App
- Customer Engagement Campaigns (#Gloin60Seconds)
Achievements / Results
- Daily Web Visits +25%
- Bounce Rate -22%
- CSAT +30%
- First operator in Nigeria to Launch Audio Chatbot
- Boosted Online Sales Conversion by 35%
Mobile Number Portability – National Launch
Organization: Etisalat Nigeria (9mobile)
Role: Project Lead
Objective
Roll out nationwide MNP service for seamless mobile switch with retention and new subscriber acquisition.
Actions Taken
- Directed Multi-Phase Execution Across 4 Operators
- Coordinated Regulatory Approvals and Vendor Integration
Achievements / Results
- Captured 50% of all ported subscribers in market.
- High-value ARPU users ($19/month) onboarded.
- Project won internal excellence award.
Retail QMS & Online Appointment Rollout
Organization: Etisalat Nigeria (9mobile)
Role: Project Lead
Period: Jan 2021 – Aug 2023
Objective
Reduce service wait times and improve branch footfall experience.
Actions Taken
Deployed Queue Management System in 40 outlets and introduced Nigeria’s first Telco Online Appointment Booking system.
Achievements / Results
- Customer wait time reduced by 40%.
- 35% increase in footfall conversion.
- CSAT jumped to 90% across top cities.
Mobile Number Portability – UAE
Organization: Etisalat Nigeria (9mobile)
Role: Project Lead
Objective
Launch of MNP service in UAE ensuring compliance and customer churn management.
Actions Taken
- Handled Full Project Cycle – Regulatory Engagement
- Technical Readiness
- RFP
- Testing and Commercial Rollout
Achievements / Results
- Completed in 18 months
- Successfully Retained 80% of Port-in Requests
- Created a Competitive Market Benchmark.
Retail CRM & POS Digital Transformation
Organization: Etisalat Nigeria (9mobile)
Role: Project Lead
Objective
Digitize customer relationship processes and enable retail efficiency.
Actions Taken
- Led Requirement Gathering
- CRM Design
- RFP
- Vendor Selection (Huawei)
- Deployment Across 204 Outlets
Achievements / Results
- 20% Revenue Increase in 6 Months Post-CRM Launch
- Manual to Automated Retail Processing Transformation
Relaunch of Atlantique Telecom Operations – Togo
Organization: Etisalat / Atlantique Telecom Group (Moov)
Role: Project Lead
Objective
Revive closed operations and reintroduce network & marketing in Togo.
Actions Taken
- Led On-Ground Launch and Full GTM Planning
- Managed Team Formation
- Dealer Acquisition
- Product Rollout
Achievements / Results
- 600,000+ New Subscribers in 4 Months
- Awarded for Fastest Turnaround in Etisalat Group History
Product Strategy and Loyalty Launch
Organization: Etisalat Nigeria (9mobile)
Role: Project Lead
Objective
Develop strategic roadmap for commercial product portfolio, loyalty & retention programs.
Actions Taken
- Full Ownership of Marketing Roadmap
- Implementation with McKinsey
- Vendor Alignment
- Customer Targeting
Achievements / Results
- ARPU Rose from $1.5 to $4 in 2 Years
- Subscriber Base Scaled from Launch to 6 Million
Frontline Sales Skills Transformation
Organization: Etisalat UAE
Role: Project Lead
Objective
Empower retail staff with advanced sales & service skills across all service centers.
Actions Taken
- Designed and Led Nationwide Training
- Product Education
- Sales Coaching Across all UAE Outlets
Achievements / Results
- CSAT Improvement by 25%
- Sales Closure Rates Increased by 18%
- Recognized as Top Internal Training Initiative.
