Customer Experience Enhancement

Voice of Customer (VoC) Initiative (Qubee): Led a strategic initiative to develop continuous improvement protocols based on customer feedback. Conducted stakeholder analysis and collaborated with product teams to enhance service offerings, leading to significant improvements in Net Promoter Score (NPS).

Omni-Channel Support Transformation (Warid Telecom): Managed the overhaul of communication channels, transitioning from siloed to unified service systems. Used Agile methodologies to streamline response workflows, resulting in reduced response times and higher service quality.

Real-Time BI Dashboards (Warid Telecom): Developed and deployed Business Intelligence dashboards that provided real-time insights for proactive issue management. Used data visualization tools to identify key metrics, track performance, and facilitate better decision-making for cross-functional teams.

Client Experience Design & Optimization (Multinet, RedRep & Apollo Consulting): Led projects focused on designing service delivery models that optimized client interaction, ensuring a consistent and high-quality user experience. Utilized Lean frameworks to identify bottlenecks and streamline workflows.

ICT & Digital Transformation

Global System Integration (RedRep): Directed a global system integration project, harmonizing data processes across various platforms to enhance client management. Managed cross-border teams, mitigating risks, and ensuring seamless integration with existing systems.

New Department Setup for Service Operations (Apollo Consulting): Oversaw the establishment of a new service operations unit, including structural design, process mapping, and technology deployment. Applied change management principles to ensure smooth onboarding of new teams.

Agile Adoption & Sprint Management (RedRep): Led the adoption of Agile methodologies, including sprint planning, review, and retrospective meetings to facilitate consistent project delivery and alignment with business goals. Transitioned teams to an Agile environment, improving collaboration and reducing project delivery times.

AI Email Assistant Project (Wuvo): Managed the development of an AI-based email assistant designed to streamline email workflows, including automated replies, follow-up reminders, and analytics. Utilized a structured project roadmap to align development with client needs..

Real Estate Development & Project Execution

Housing Development Planning (Times Square Builders): Delivered comprehensive project plans for gated residential communities, from land acquisition to execution. Engaged in stakeholder management to align project goals, timelines, and milestones.

Commercial Real Estate Projects (Private Investor): Managed end-to-end processes for commercial real estate developments, including planning, acquisition, and compliance. Coordinated cross-functional teams to ensure project delivery within scope, time, and budget.

Marketing & Sales Strategy for New Developments (Serene Homes): Developed integrated marketing and sales strategies to support client acquisition and lifecycle management for new real estate projects. Used data-driven insights to optimize marketing campaigns and improve ROI.

Turnkey Project for Premium Service Facility (The Amber): Led a turnkey project for a premium service establishment, managing everything from conceptual planning to full-scale launch. Coordinated with multiple vendors to ensure timely delivery and operational readiness.

Service Industry Solutions

Service Establishment (The Amber): Managed the complete setup of a premium service facility, including design, workflow integration, and service launch. Focused on creating an inviting client experience while ensuring operational efficiency.

Operational Planning for Service Expansion (Apollo Consulting): Directed the expansion of service operations, including workflow optimization, resource planning, and scalability. Used process mapping to identify areas for improvement and implement cost-effective solutions.

Remote Staffing Solution Implementation (RedRep): Executed a remote staffing model to streamline service delivery across various regions. Applied risk mitigation strategies to address challenges in remote operations.

Service Strategy for Specialized Contracting (Al-Sonbola Contracting): Developed and implemented an operational strategy for specialized contracting services, focusing on efficient workflow management and project controls.

Operational Strategy & Service Expansion (RedRep): Designed scalable frameworks to enhance service delivery models, facilitating consistent and high-quality outcomes across all touchpoints.

Financial Services

Smart AI-Based Customer Support Plan Development (Hugo Bank): Designed an advanced AI-powered customer support framework tailored for a digital bank in Pakistan that was preparing for launch. The plan integrated machine learning algorithms to enhance real-time problem resolution and predictive customer analytics. By forecasting customer behavior, streamlining response workflows, and minimizing ticket resolution time, this framework aimed to significantly boost customer satisfaction and operational efficiency, ensuring a smooth and effective support system for the bank’s digital-first approach.

Construction Services & Project Implementation

Itemized Billing System Development (Hi-Tech Constructors): Led a project to develop an itemized billing system for industrial clients, enhancing cost transparency and streamlining invoicing processes. Employed Agile development practices to meet project deliverables on time.

Operational Strategy for Specialized Construction Services (Hi-Tech Constructors): Designed and executed an operational strategy for niche construction services, improving workflow efficiency and project delivery.