• Lead projects and strategize digital transformation roadmaps within an Agile framework• Engage with senior executives to provide insight on project value and risks • Manage functional teams creating process flows, user stories, test scripts, and Personas using Azure DevOps• Align teams to create journey maps and capture the Voice of the Customer to leverage technological capabilities• Drive OCM by conducting surveys, providing extensive training, and ensuring compliance of business process• Advise management on continuous process improvement across teams to better align with the company’s goal• Perform market scans for vendor selection, create scorecards, and organize product demos• Establish the Business Analysis and Quality Assurance practice by putting in policies and procedures to match industry standards and create templates and artifacts• Manage and mentor a team of on-shore and off-shore consultants and senior consultants

• Enable business units with digital transformation by incorporating the customer decision journey and delivering a competitive advantage to the end user• Bridge the gap between business and IT through effective stakeholder management by strengthening client relationships, understanding business strategies, and managing client expectations• Cultivate high performance teams of analysts responsible for cornerstone enterprise applications. Presently managing two teams of 24 business analysts and quality assurance analysts between operations and projects• Capture the Voice of the Customer and apply DMAIC principles to continuously improve high impacting opportunities• Liaise with governance committees to drive business value and ensure executive alignment within the organization• Advise senior management on business process changes and assess the impacts across business units• Recruit staff and consultants. Conduct resource planning and budgeting for projects and operations• Perform vendor management and facilitate competitive sourcing activities including RFx and SLAs• Lead initiatives towards the growth of the company's business analysis and quality assurance practice

• Managed a teams of business analysts and developers providing business and application support• Optimized the organization's business applications used to provide identity and content management• Planned resources and budgets outlining achievements thereby improving the visibility of IT teams and their functions • Chaired committees aimed at improving business practices including enterprise governance and corporate innovation • Conducted change management across teams and align the department’s goals with the corporate strategic vision• Managed stakeholders to prioritize business needs, control product backlog, and conduct sprint meetings• Evaluate vendor relationships to reduce risks, align with stakeholders, drive innovation, and help deliver competitive IT technology and services advantages to our members

• Articulated the vision behind projects by eliciting business requirements and document use cases• Lead a team of business and quality control analysts for the implementation of a new administration system • Conducted change management and coordinated cross-team work prioritization• Improved business processes to increase the business unit’s efficiency and accuracy in conducting its daily business• Provided end-to-end business support in the design, development, testing, and deployment of projects using quantitative and qualitative analytical skills

• Launched a self-financed IT start-up company providing consulting and off-shore services with revenues exceeding quarter million dollars the first year• Provided inbound and outbound call center services to major US, UK, and Canadian mobile telecommunications companies. Projects included customer support, telemarketing, virtual assistant, and surveys• Offered bespoke software development services catering to local and multinational clients• Conducted joint ventures with a marketing firm and catered to clients including Microsoft, Dell, LG, and TetraPak• Created strategies for social media, SEO, surveys, webinars, and road shows for product launches• Coordinated with copywriters and graphic designers to execute advertising projects as well as events• Facilitated competitive sourcing activities including RFx and evaluated SLAs• Conducted telemedicine ventures with hospitals in Asia and enhanced distance learning and continued medical education. Transmitted live surgeries and held interactive sessions between the audience and the surgeons • Launched Pakistan’s first HIV toll-free helpline. An IVR driven toll-free number was commissioned that a patient called anonymously to get medical guidance and support• Introduced universal access contact numbers for medical practitioners with multiple locations• Launched a green first-of-its-kind web portal for the recycling community. The company was selected for TechCrunch50, 2009 and won the Marriott Small Business Challenge for the design and functionality of the site• Established a 24x7x365 toll free medical hotline for non-emergency medical advice. The solution was IVR driven, answered by a medical student and forwarded to a doctor if needed

• Launched franchise for major US telecommunications brands including T-Mobile, Sprint, AT&T, and Verizon• Captured the voice of the customer by contributing in corporate led initiatives and participated in transformation exercises including journey mapping and conducting surveys to improve customer satisfaction and retention• Provided analytics on customer preferences to recognize opportunities in improving customer experience• Defined measurable CX standards and influenced procedural changes to improve user experience• Cross-sold products and services by expanding customer contact channels including call center services

• Successfully deployed several call center solutions in the telecommunications sector• Presented project plans and delivered functional and technical design documents to C level management• Worked closely with the integration team to ensure seamless integration across systems• Implemented a CRM for Sprint in Dallas to create a uniform platform for customer sales and service• Integrated a CRM package for the world’s largest data center, Equinix in San Jose• Implemented a CRM package for Level 3 Communications in Denver for a Workforce Management System• Developed a helpdesk support system for Ameritech in Chicago to incorporate a trouble ticket workflow• Deployed a call center for Chicago’s 911 emergency response system

• Supervised a team of consultants at the university's data network and call center• Provided help desk support• Executed preventive maintenance and performed routine checks on all running software• Instructed the university's faculty, staff and students on software packages and Internet tools