Overseeing end-to-end project management for FinTech initiatives, from requirements gathering to project closure, ensuring smooth execution and timely delivery. Working on process improvements by improving the workflows on enterprise level.Utilizing ClickUp to manage sprints, effectively organizing and tracking team progress, sprint planning, reviews, and retrospectives to provide adherence to sprint values and principles. Creating and maintaining a comprehensive Project Documentations, including feature versions, change documents, user stories, and future edge case considerations, ensuring a centralized and accessible repository for project documentation.

Led successful beta, usability and A/B testing programs, gathering valuable feedback and iterating on product features, resulting in a 15% increase in user engagement for Online Food Delivery Platform (Multi-Vendor)Implemented Agile methodologies, including Scrum and Kanban, to streamline the product development process, resulting in a 25% reduction in time-to-market.

Managed end-to-end SDLC for 2 Products and five Projects. Led cross-functional teams of designers, engineers, and marketers to successfully deliver high-quality projects within strict deadlines and product competitor research. Utilized ClickUp, Jira, and internal logs to monitor project progress, track budgeting activities, and ensure timely delivery of milestones.

Demonstrated expertise in working under HIPAA compliance regulations, ensuring the confidentiality and security of sensitive healthcare information.Efficiently resolved an average of 50 inbound technical queries per day from US hospitals, addressing issues related to EHR systems, medical billings, and remittances.Utilized Salesforce for various tasks, including logging customer interactions, managing leads, handling ticketing processes, and managing email communications.

Reported directly to the team lead, serving as the point of contact (POC) for managing employees and ensuring high customer success rates.Successfully resolved and managed customer concerns, including issues related to refunds, retentions, and billings, ensuring customer satisfaction and maintaining positive relationships.Utilized comprehensive CRMs such as Five9, Konnective, Limelight, and Shopify to efficiently manage teams, track progress, and ensure quality assurance.Relocated to the Islamabad office and took on the responsibility of managing the entire team, overseeing their performance and ensuring operational excellence.

Successfully sold software solutions and IT products/services, effectively identifying and capitalizing on opportunities to develop new accounts and maximize revenue potential through a well-defined upsell pipeline.Educated clients on new products or services, fostering increased customer engagement with the brand and achieving a monthly upsell quota of $5,000.Provided regular progress reporting to the project manager, ensuring transparency and accountability in sales activities and maintaining effective communication channels.Received training and gained experience in JIRA, enhancing your project management capabilities and enabling you to effectively track and manage client accounts.

Efficiently managed and organized data on Salesforce CRM, utilizing empathetic learning, active listening, and mirroring techniques to effectively communicate within a matrix structured organization.Successfully handled an average of 40 queries per day, addressing customer concerns related to retention and warranty claims, demonstrating excellent problem-solving and resolution skills.Maintained an Average Handling Time (AHT) of 6 minutes, ensuring timely and efficient support while achieving a high First Call Resolution (FCR) rate, resulting in positive feedback and recognition (KUDO) from customers.Managed US based customer quires for SquareTrade on Salesforce.

Conducted thorough research on various topics to gather information for news stories, interviews, and other radio programs.Verified the accuracy of information gathered, ensuring that news stories are based on reliable sources.Worked efficiently to meet tight deadlines and deliver high-quality content within the given timeframes.