As a member of the Senior Management Team, I bring significant improvement in profitability, productivity, operating costs, and customer service by focusing on quality, and standard-setting. Drive effective Change and foster innovation through processes, organization redesign, and people-oriented management style.

 

I am passionate, reliable, honest, and committed, giving assurance to Stakeholders/Clients to count on me.

 

Throughout my career, I have worked at strategic levels and earned recognition for my unique leadership and team performance skills.

 

 

Organization Liet Corp UK, Everpure Dubai, Mulk Holdings Dubai, Saudi Government. Period June 2011- to date. Designation Management Consultant- Marketing, CX, Customer Satisfaction, Customer Happiness Research/ Policy Development and, Business Development, Strategic Planning, Market Research. Description Report to the Managing Director as Business/ Enterprise Architect.

Develop, transform, lead, and manage the business through market insights, industry-leading processes, innovative solutions, emerging styles, technology skills, and timely marketing strategies, while providing a competitive advantage.

Utilize Customer/Market information to enhance Customer Experience, synergize functions and Strategy, optimize efficiency, and promote a Customer-Centric Organization.

Define deliverables, and develop Marketing, Sales Business strategies within the organization’s operating model, ensuring every aspect of the architecture is thoroughly considered and effectively executed.

Develop Key Performance Indicators, Monitor, and update Performance.

Evaluate market reactions and ensure timely adjustment of marketing strategy to meet changing market conditions.

Coordinate with the Principals to streamline customer/marketing/advertising/ strategies.

Prepare and present impactful presentations and Reports for the stakeholders. Achievements Established the International Organizations in the Region.

Led the Multi-National Company to win an award during the first year of its inception in UAE. Organization Dubai World (Ports Customs and Free Zone Corporation) Jebel Ali Period June 2008- March 2011. Designation Head – International Marketing, Client Relationship, Research Bus Excellence Centre Description Reported to the Department Head as Practice Head- International Marketing and Client Relationship

Responsible for positioning, promoting, and establishing the Organization internationally.

Forging strategic partnerships

Influenced the Clients to get a commitment, and buy-in while providing direction, and solutions.

Assess and understand the existing, complex environment to simplify, remove

redundancies, improve efficiencies, and modernize solutions, with a customer-first

perspective.

Internally, work with multidisciplinary consultants to provide a state-of-the-art customer service

strategy based on data analysis, customer research, and trends within the market.

Plan, and formulate innovative marketing strategies for the organization's products/services to

Maximize Market share, and return on investment.

Prepared high-level Management Reports keeping the Clients abreast of their Strengths,

weaknesses, and opportunities.

  Achievements Won the Bronze World Award for creative, innovative ideas in Management, Marketing.

Signed International consultancy projects in South Africa, India, Djibouti, and the Middle East & Australia.

Received various awards for my ideas to improve the Organization’s efficiency, Brand image, reduce costs and improve ROI.

Within a short span achieved International Consultancy Projects. Organization Dubai World (Ports Customs and Free Zone Corporation) Jebel Ali Period Feb2005-May2008 Designation Practice Head-Customer Care, Research-Business Excellence Centre Job Description Reported to the Director as Practice Head- Research/Customer Care

Project Management-Customer Care

Customize Measurement of Customer Satisfaction, conduct Market Research,

Qualitative/Quantitative analysis for corporate development, minimize cost and maximize

Efficiency and customer retention.

Assisted the Organizations in creating a customer-centric environment by extracting value from

Thick Data and Big data for game-changing products and services.

Preparation, and submission of reports for the Management.

Organized Media coverage to reflect on the values/vision, and enhance the image of the client as

Customer Focused, Corporate Social Org.

Ensured Corrective/Preventive measures are adopted by the Client and other Consultants for

Strategic planning, continuous improvement, and Corporate Governance. Achievements Nominee Emirates Professional Women2006.

Initiated a new concept which is called Combined Assessment Team (CAT) where Customer

Satisfaction findings were fed into the Audit flow.

Ensured that Business Units conform with European Foundation for Quality Management, Dubai

Government Excellence and Dubai Quality Modules, ISO Certification.

Handled international assignments for Dubai World.

Achieved excellent response to research/survey. The lowest response ranged between 80%-85%.

Signed and conducted the first International Assignment for Business Excellence Center / Dubai World. Organization Philadelphia Trading, Dubai Period November 2003 – Jan 2005 Designation Management Consultant on Automotive Job Description

  Reported to the Managing Director as Marketing Manager/Management

Consultant-Automotive

Conceptualized /Developed and implemented strategies to enhance Market share and Improve the product range.

Conducted Market research & competitor analysis.

Developed relationships with key accounts.

Liaise with Principles and Advertising Agencies to promote the Organization. Organization Gargash Enterprise (Mercedes Benz - Daimler Chrysler) Period Nov 1998 – September 2003 Designation Customer Care, Quality Assurance, Operations Manager  Job Description Reported to the General Manager and Executive Director as Customer Care Advisor.

Planned, developed, and executed improvement initiatives and solutions in line with the global guideline of Daimler AG (Mercedes-Benz).

Conducted strategic studies on Key customer processes i.e. pre-sales, Sales, and after-sales, and piloted

the changes and ensure their successful implementation.

Liaise with IT / Operational Depts. / Top Management / Customers to ensure that inter-process

activities are integrated effectively.

Revamped the existing customer handling processes (follow-up, complaint handling, delivery, etc.)

Recognized prevailing behavioral patterns hampering customer service for corrective actions.

Conceptualized /Developed and implemented the latest strategies to enhance

Management/Marketing/Operations/Customer Service/Retention and improve efficiencies.

Reviewed Campaign performance of a specific customer segment to take corrective measures.

Initiated personal customer interaction strategies.

Lead the Quality improvement drive within Gargash Enterprises.

Assisted / Advised Management on Product launches/Events/ HR

Plan and design advertising and promotional activities including print, electronic media, the

internet, and other innovative means.

Management/ Operational Trouble Shooting. Achievements Nominee Emirates Business Women 2003.

Ladies Event (launched the vehicles to VVIP ladies)

Initiated the Quality drive within the Organization.

24 hours of free emergency service for Mercedes customers

Management of Customer data (system).

Developed customer follow-up system.

Revamped the customer handling processes e.g.

To improve;

Backorder part supply – customers, etc.

Inter-Department part supply.

Customer Handling at the Workshops and Showrooms.

Telephone handling at Gargash outlets.

Advised/assisted in formulating the Mercedes Card. Organization Al-Futtaim Motors, Dubai Period January 1992 – September 1998 Designation Manager Customer Satisfaction Job Description. Reported directly to the Managing Director:

Liaison with Toyota Distributors around the World for effective Planning and development of new

strategies.

Developed systems & procedures.

Developed customer satisfaction programs.

Implementation of CS activities in close coordination with Units, Parts, and Service Departments.

Regularly measured/analyzed the Customer Satisfaction Index.

Consultant for the CS Committee.

Conducted Seminars/Workshops on CS Activities.

Developed CS Materials for all customer-handling areas.

Developed periodic reports for the Management of CS activities. Achievements Developed Sales, Marketing, Customer Satisfaction & Product

Training Modules.

Introduced the ‘Customer Focus Group’ & ‘Staff Focus Group’ Concepts to improve

systems within the company.

Developed Customer Satisfaction Awareness Modules for staff.

Designed/Developed/Introduced Online Computerized Customer Feedback System.

Designed/Developed Questionnaires (for Sales, Service & Parts customers). Organization Siemens Engineering Co. Period May 1988 – December 1991 Designation Intern & Commercial Executive (Organization Department) Job Description Developed Systems & Procedures.

Computerization/Preparation/Presentation of MIS Reports. Achievements Computerization of various systems & procedures.

Planning and Development of the Marketing Department. Conducted market research.

PR Activities. Extra-Curricular Internships Internship with Siemens Engineering Co.

Submission of Research Paper on the overall performance of Siemens

Engineering Co. (Pakistan) Ltd. Computer Skills Microsoft Office (Word, Excel, PowerPoint, Access), Excel Advanced, Harvard Graphics, IBM AS 400. Courses & Activities IRQA, England Qualified ISO 9001-200 QMS Internal Auditor.

Essentials of Quantitative Research, MRS, London.

Sales Product Training (Daimler Chrysler - Mercedes Benz).

Certificate in Customer-Oriented Behavior (Mercedes Benz).

PR training at Daimler Chrysler in Stuttgart, Germany.

Attended training seminars on “Customer Service Excellence”.

Assisted Dubai Quality Group in writing the book “Idea Arabia,” which focuses

on generating ideas/suggestion schemes.

Certificate in Warranty Policies and Procedures of Toyota Vehicles.

Certificate in Technical Knowledge of Automobiles (Toyota).

Attended International Conference & International Training Sessions.

Organization and Methods Course at the Institute of Management.

Certificate in COBOL Programming Language.

Certificate in Achieving Organizational Goals through Lean Six Sigma.

How to meet customer demand and diminish supply chain risk. Languages Excellent knowledge of English

Working knowledge of German / Arabic/Farsi/Hindi/Urdu.

 

Academic Background  

Qualification Master of Business            Majors in Finance, Marketing

Administration

  Bachelor of Arts                Majors in Statistics, Economics, and Logic & English. Distinctions Topped in 2nd Term MBA: a) Managerial Cost Accounting b) Marketing c) Behavioral Science for Management.

Statistics, Economics, and English in Intermediate and BA Examinations Research papers The Role of Accountancy in Economic growth and Development

Analysis of the Financial Statements Moonlite Ltd. Pass time Interests Swimming, watching movies, baking/cooking, Reading, Music, Traveling, Playing Piano, Yoga, article, and content writing.