Aakib Firthows

• Implemented CRM layouts & workflows, which improved database accuracy by 35%.
• Utilized ZOHO CRM system to track customer data and monitor sales performance.
• Analyzed and interpreted data from marketing campaign to inform strategy and optimize
performance.
• Responsible for developing a unified monthly sales report by collating ERP, CRM &
performance marketing data which is used as a base document for business strategy
development.
• Developed and maintain the CRM system to track customer data and sales performance.
• worked on automating the workflow rules Gala Box to CRM.
• Maintain the DRR in Excel format based on CRM Data to Observe the Performance Marketing
and Spends.

Clients: Oman, Qatar, India, Maldives, South Africa, Bangladesh, Myanmar and Philippines
Global Project Management
• Demonstrated success in strategically implementing projects globally.
• Conducted and coordinated successful walkthrough, requirement gathering, user acceptance training, and client communication sessions, resulting in a unique pattern that garnered positive responses and contributed to project success by 75%.
Client Relationship Management and Solution Provision
• Successfully acted as a bridge between clients and the company and managed offshore (Asia Pacific Region) clients from India, Maldives, South Africa, and Bangladesh.
• Captured business requirements using various methods, such as interviews, document analysis, workshops, surveys, site visits, and competitive product analysis.
• Delivered comprehensive requirements/solutions documentation, user guides, and quick references for assigned business process studies.
Project Lifecycle Management
• Managed the complete project lifecycle, producing detailed documentation using tools like Visio, Power BI, JIRA, etc. This streamlined data visualization enables efficient handling of multiple projects and an 85% increase in client responsiveness.
• Managed the estimation process, prepared quotations for clients, and collaborated with the finance department to ensure smooth payment processes.
Development Coordination, Testing, and Client Training
• Conducted user training, certified enhanced modules aligning with business needs, and optimized the base system based on country rules, reducing costs by 45% and increasing client success and profits by 45%.
• Met customer business process expectations with existing products by suggesting alternative options or workarounds to minimize customization.
Product Customization and GAP Analysis
• Compared the customers business process with the available product and created GAP documents for customization.
• Suggested alternative options and workarounds to minimize product customization based on regional practices, resulting in the effective expansion of the customer base by over 55%.
Product Best Practices, Team Training and Development
• Guided the team with best practices research, secured approval, and documented for product development. Utilized CRM tools, enhancing client-organization relationships by over 75%.
• Trained team members on new domains, enhancing their skills for improved project performance.
Remote Support and Issue Resolution Specialist
• Provided effective remote support, addressing client expectations and resolving issues promptly.
• Collaborated with developers for solutions, ensuring a seamless experience for clients.
• Conducted User Acceptance Testing (UAT) to ensure product compliance with business requirements.

• Managed global projects across multiple countries, ensuring strategic implementation and
client satisfaction.
• Acted as a key liaison for offshore clients, capturing and documenting business
requirements.
• Led project lifecycle management, including documentation and estimation using Visio,
Power BI, and JIRA.
• Conducted client training, UAT, and provided remote support to meet business
requirements.
• Performed GAP analysis and suggested workarounds to minimize product customization.

• Analyzed BI data, providing insights for strategic decision-making.
• Managed data mining processes, ensuring accuracy and relevance.
• Led promotional campaigns, enhancing brand visibility.
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• Utilized marketing tools (CMS, Digi Reach) for real-time campaigns.
• Collaborated on product launches, aligning marketing with sales strategies.