Erada global is a subsidiary of Erada Consulting and serving Middle East market for Project Management, Management Consultancy and other activities related to IT Services.

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Passionate about driving impactful change and innovation, I serve as the Founder & CEO of Erada Consulting, a dynamic consultancy specializing in Digitalization, Transformation, Optimization, Business Process Development & Outsourcing, and Strategy Development & Execution. With a focus on delivering high-quality projects across diverse industries, our team has successfully executed initiatives in the US, Middle East, and Pakistan markets.Key Achievements:Strategic Project Delivery: Led the successful delivery of numerous projects, leveraging expertise in digitalization, optimization, and transformative strategies.Market Expansion: Expanded our project footprint across the US, Middle East, and Pakistan, contributing to regional growth and market penetration.Client-Centric Approach: As the founder, I am dedicated to ensuring client satisfaction by capturing and understanding their requirements and delivering results that exceed expectations.Leadership & Team Development: Led and developed a high-performing senior management team, establishing clear accountable performance measures to enhance overall organizational performance.Financial Oversight: Successfully managed Profit and Loss responsibilities, demonstrating strategic financial acumen for sustained business growth.Sales Optimization: Spearheaded initiatives that drove improved sales through superior service delivery, cultivating lasting client relationships.Voice of the Customer: Functioned as the Voice of the Customer across the organization, ensuring that client perspectives were central to decision-making and service improvements.As we continue to shape the future of consulting, I am committed to steering Erada Consulting towards excellence, innovation, and client success. Connect with me for collaboration opportunities, industry insights, and transformative projects. Let's build a future of growth together!

As a dedicated professional at Microsoft, I played a pivotal role in facilitating strategic business decisions through the implementation of a product-agnostic global offerings framework. This comprehensive framework, spanning six key focus areas, laid the foundation for transformative business practices and enhanced operational efficiency.Key Focus Areas:Better Planning:Implemented Systematic Forecasting techniques.Introduced an efficient intake process for streamlined operations.Cost Efficiency:Spearheaded initiatives to avoid penalties, ensuring financial prudence.Led efforts to consolidate resources, optimizing operational costs.Global Offerings:Standardized offerings globally, promoting consistency and scalability.End-to-End Solution:Emphasized a self-help approach as the primary solution.Ensured comprehensive solutions for end-to-end business processes.Building the Global Roadmap:Applied prioritization matrix methodologies for strategic planning.Developed and implemented KPIs and Scorecards to measure success.Driving Warranty Harmonization Program:Orchestrated the Warranty Harmonization program across all Microsoft products.Identified and capitalized on opportunities, resulting in a $5.8 million savings from Retail Return devices in the Phone business segment.My tenure at Microsoft was marked by a relentless pursuit of operational excellence and a commitment to driving positive change. I am proud to have contributed to the success of global initiatives, fostering a culture of innovation and efficiency. Looking forward to new challenges and opportunities for continued professional growth.#Microsoft #BusinessStrategy #OperationalExcellence #GlobalOfferings #CostEfficiency #WarrantyHarmonization #InnovationInBusiness

As the Head of Customer Support Operations at Nokia from December 2007 to April 2014, I spearheaded comprehensive strategies and initiatives to enhance customer support services across the IMEA region. My key responsibilities included:Oversight of Contact Centre and Online Support Services:Accountable for managing contact centre operations, social media engagement, and online support services throughout the Region.Strategic Development:Developed and consolidated requirements, business cases, and operating models for customer support services and capabilities, ensuring alignment with IMEA markets' needs. Advocated for these requirements within global functions to ensure development and delivery.Social Media Strategy and Execution:Formulated and executed the IMEA regional Care Social Media strategy, fostering enhanced customer engagement and satisfaction.End-to-End Customer Experience Journeys:Implemented end-to-end customer experience journeys across the customer support network, optimizing service delivery and enhancing overall satisfaction.Telesales Capabilities Implementation:Successfully developed and implemented telesales capabilities, extending sales channels across the region.KPIs and Balanced Scorecard Implementation:Introduced and implemented Customer Support-specific Key Performance Indicators (KPIs) and a balanced scorecard system, ensuring transparent and effective performance measurement.Customer Satisfaction Accountability:Accountable for overseeing Customer Satisfaction measurement and development initiatives throughout the Nokia customer support network.My tenure at Nokia was marked by a commitment to driving operational excellence, optimizing customer support processes, and delivering exceptional customer experiences. I am proud to have played a pivotal role in shaping and executing strategies that positively impacted the company's customer support landscape during this period.

• Worked as program manager for Nokia Global Care Transformation for COIS related activities. (COIS = Contact center, Online and Interactive support channels) and• Utilized owned media with help of digital marketing team to drive activations through online channels.• Received 7.6% activation rate globally from online channels.• Established social media channels for MEA care with the help of local countries.• Conducted research work with the help of SP Jain student to find out the area of improvement in Nokia care channels.• Established B2B support with Etisalat and other operators in the region.• Part of core project team for the migration of contact center operations to new vendor.

Responsbile for MEA COIS performance.

• Deployed 65 different services in Europe, North America and MEA.• Responsible to prepare the business case for all the requirements related to the contact centers.• Getting the business case approved from Global management team of contact center.• Preparing the roadmap to implement the project and making the service live.

I was heading two contact centers of 250 seats in two cities of Bangladesh. I have also performed the duties of Project Manager for Customer Service in Warid Telecom launch phase.

I was working as a Floor Manager in Contact Center for Warid Pakistan.

Worked as a Direct Sales Manager for Car Financing and also look after the Tele Sales departmant for Car Financing.

That was my first superviory postion role. I manage Lahore and Faisalabad telemarketing team.

I use to do tele marketing for PC Hotel.