About Total CX

Total CX,  part of the Beyon Group, born from the origins of Batelco’s 50 year old Contact Centre, can offer customer service & contact centre solutions to businesses, across all sectors.  Providing personalised CX services which enhance the service experiences of our clients own customers.

200+

Team members

97%

Bahraini Nationality

450+

Contact Center seats

3M

Contacts per year

4000㎡

Contact centre

Board members

Faisal Al-Jalahma

Chairman

Faisal Al-Jalahma is part of Batelco management team with 17 years of experience in the Telecom space holding the position of Chief Human Resources Officer at Batelco. He began his career with Batelco in 2005 where he gained wide experience and knowledge of all aspects.

Having worked at Batelco prior to and following the introduction of competition and being involved in major projects related to key operational changes, greatly broadened Faisal’s skills.

In 2012, Faisal moved to the Telecommunications Regulatory Authority (TRA) where he held various roles including Director of Finance, Information Technology and Human Resources. The role included transformational projects to digitalise and automate systems at the TRA. Faisal was also a key player and a member of the Steering Committee for the 4th National Telecommunications Plan (NTP4).

He holds an MBA from the University of Strathclyde, UK and several executive qualifications from Harvard Business School and Harvard University, John F. Kennedy School of Government.

Faisal-Al-Jalahma-Beyon-Rnd-2024
Chairman

Faisal Al-Jalahma

Chairman

Faisal Al-Jalahma is part of Batelco management team with 17 years of experience in the Telecom space holding the position of Chief Human Resources Officer at Batelco. He began his career with Batelco in 2005 where he gained wide experience and knowledge of all aspects.

Having worked at Batelco prior to and following the introduction of competition and being involved in major projects related to key operational changes, greatly broadened Faisal’s skills.

In 2012, Faisal moved to the Telecommunications Regulatory Authority (TRA) where he held various roles including Director of Finance, Information Technology and Human Resources. The role included transformational projects to digitalise and automate systems at the TRA. Faisal was also a key player and a member of the Steering Committee for the 4th National Telecommunications Plan (NTP4).

He holds an MBA from the University of Strathclyde, UK and several executive qualifications from Harvard Business School and Harvard University, John F. Kennedy School of Government.

Board Director

Maitham Abdulla

Board Director

Maitham Abdulla was appointed as Batelco CEO in March 2024 with responsibility to lead the Batelco executive team in developing and growing the telecommunications services for the government, enterprise, global connectivity, and consumer sectors.

Previously, Maitham was Chief Operating Officer of Batelco Bahrain and prior to that held the role of General Manager of the Consumer Division. He brings over 15 years of experience in mobile & fixed telecom, connectivity solutions, Data Centres, and content services. Maitham has also been instrumental in driving the ongoing digitisation of products & services to elevate customer experience.

He has a long track record of achievements including leading the introduction of Fiber to the Home in Bahrain, the first introduction of TIII Data Centers in Bahrain, the commercial launch of 5G and the many transformational strategic programmes.

Maitham has an MBA in Marketing & Business Management from Al-Ahlia University and a BSc in Management Information Systems from NYIT as well as a number of professional qualifications in leadership and the telecommunication domain.

Board Director

Christopher Hild

Board Director

Christopher Hild holds the role of Chief Strategy Officer at Beyon, with a remit to drive the development and execution of a group strategy for the company.

Christopher joined Batelco mid-2019 to develop a new strategy for the company following the separation of Batelco and BNET.

With over 14 years of experience in strategy development and execution, Christopher’s previous roles include senior positions in strategy consulting, leading projects related to digital transformation, customer experience, topline growth, operational excellence and cost optimization, for a number of telecom operators in the Middle East, Europe, Africa and Asia.

Prior to that, Christopher held senior Corporate Strategy roles with an international large-scale industrial company based in Germany, and additionally for Europe’s leading BPO provider, focusing on customer experience for telecom operators.   

Christopher holds a BA in Public Management & Governance from Zeppelin University, Germany.

Board Director

Armin Diemer

Board Director

Armin Diemer, in his role as Head Remunerations and OpCos Relations at Beyon, is working closely with all of Beyon’s various Operating Companies, including International OpCos such as Umniah, Dhiraagu and Sure as well as the Digital OpCos such as Beyon Money, – Connect, – Solutions and – Cyber.

He has been in Bahrain for 10+ years joining Batelco early 2018, primarily focusing on Performance Management and achieving Operational Efficiencies. During his time in Batelco, he supported the separation between Batelco and Bnet as well as the transformation from Batelco to Beyon and has been involved in the establishment of Total CX since the beginning.

Prior to joining Batelco, he was working with the Big 4 Companies (i.e. KPMG and PwC) in the Management Consulting practice, specializing in strategy development, workforce optimization, business improvement and change management. Over the years, he interacted with a wide variety of client sectors, including Government, Regulatory, Telecom, Banks, etc., where he managed and delivered a variety of feasibility studies, financial models, policies and procedures.

Armin has a Postgraduate Diploma in Management (Entrepreneurship) as well as a Bachelors of Commerce Degree (CA-Stream) from the University of Cape Town, South Africa. 

Message from CEO

Alex Mead

Throughout my career I’ve driven CX innovation, delivering top class customer service experiences, operations efficiency & customer loyalty. My Leadership skills cut across Customer Experience, UX & CRM Strategy, Contact Centre, Service Operations, Digital Transformation, AI & Data Analytics.

I’ve always believed Customers should get EPIC Service Experiences;
EASY, PERSONALISED, INTUITIVE & CONTEXTUAL
But most companies are a long way from delivering this.

That’s why I constantly strive to create CX solutions that make life better for customers, applying leading edge CX thinking, ahead of the rest..

I have a track record of leading contact centre, customer service & CX improvements across the globe. I transform Customer Experience, driving innovation, digital & social media transformation, CRM best practice, and pioneering the use of AI wherever it adds value.

I have lived in Bahrain for 5 years now, working across the GCC, as well as continuing to operate globally. I have been really impressed by the quality of the spoken and written Arabic & English language delivered here, it’s really top class. This offers huge potential to support brands needing these languages to support their customers across the globe.

I joined Total CX to transform the way customers are treated across all Industry sectors in Bahrain, the GCC, and eventually Internationally. Insha’Allah.  Supported by Batelco & backed by the Beyon Group we can do some incredible things.

Alex-Mead-Beyon-Rnd-2024

Our Director
Contact Center & Customer Care

Ahmed Abdulla

Ahmed joined Batelco as Director Customer Care in the Consumer division in 2020 to enhance the customer experience by designing operational strategies, ensuring high customer service standards, assessing call center performance, improving KPIs and efficiency of the division.

Ahmed is a customer service professional with experience in multiple markets and across several industries. He has over 20 years of experience in startup, setup and team management in contact centers, manpower planning, outsourcing, project management and digital transformation. Before Joining Batelco Ahmed was the Operation Director at NBB.

Some of Ahmeds’ other roles include being part of the launch team for Zain KSA as well as working within several other business across Bahrain & the GCC.
Ahmed holds a degree in Business administration & Finance from the University of Hertfordshire and has completed executive education programs from University of Strathclyde Business School.

Ahmed-Abdulla-Beyon-Rnd-2024
Contact us
Contact us
Scroll to Top