Former Chief Specialist – Roads and Transport Authority of the Government of Dubai Passion for knowledge with a sharp eye for details defines him in short. Fawaz carries over 20 years of experience across many industries and fields in both private and public sectors. His education and experiences have afforded him key skills in IT & Security, customer service & CRM, project initiation & management, quality management and organizational excellence. His specialties are establishing and developing automated service delivery channels, implementing and developing organizational excellence practices, leading initiatives and projects focusing on enhancing end-to- end customer experiences, and develop and engage teams to reach and exceed goals. Frequent speaker of the following events and summits: - Big Data Summit - Annual Customer-Centric Service Excellence - CET Middle East Some of his major achievements include leading/managing smart self-service centers for RTA, Automation of Customer Service Centers, and Staff Performance Scorecard Program. When not working, his passion goes to reading, and may be found enjoying photography.