 Prepare, maintain, and evangelize the product roadmap and propose an overall product budgetto ensure success Conduct competitive market research – understand where gaps, risks, and potentialopportunities Establish requirements based on market trends, analytics, and research customer needs Take ownership of projects from start to finish, including new feature development, internalbusiness systems, and process improvements Working in conjunction with product management, Development & Documentation Act as liaison between Sales, Client Services, Marketing Support, and Technology teams Collect, organize, and synthesize internal and external feedback and help translate them intobusiness opportunities Coordinate and participate in quality assurance testing efforts Use empathy to understand and meet user needs Define and prioritize user stories

• Support, Coach, and Manage the inbound and outbound team• Intraday real-time monitoring of service levels for all queues.• Drive real-time adherence to achieve service-level goals.• Monitor, manage, and control the scheduled production • Provides input into resource planning discussions• Oversee Social Media Channels, Quality Assurance• Plan Strategy, Set and Implement Strategy• Documentation and Reporting• Share insights for SOP updates based on local contextTaking over a team of 3 Junior Executives to a team of 17 Junior Executives. A team used to known as only 'CX' to one of the most important teams of the organization. And now my watch has ended.

• Inbound Chat• Inbound Call• Email• Non-Live Query• Tab Management

• Onboarding• Training • Account Management

Alhamdulillah. I have successfully completed a 3-months Internship program at Al-Arafah Islami Bank Limited. Here, I have worked under the General Banking Department and learned various banking procedures like, Clearing, BEFTN, RTGS, Remittance, Account Opening, and Closing.