Senior Project Manager & CRM Consultant
Masterkey Computer Systems U.A.E
Total des années d'expérience :13 years, 10 Mois
Analyst or Consulting Role
• Identifying up-sell and new revenue generation streams to drive consultancy targets.
• Understanding customer workflows and advising senior-level staff on best practices for Masterkey Real Estate Software.
• Accomplished 40% of the team targets for Consultancy Projects.
• Increased and achieved 34% organization's total revenue stream through Consultancy & Business Analysis, Project Management, and Support Management Projects.
• Primary project liaison and point-of-truth for Sales, CRM and development teams on Masterkey software policies.
• Advising customers for software integrations with ERP and Accounting Systems.
• Implementation process for a new customer from the time the sale is made to the point the customer is fully operational (live).
• Conducting user trainings to train the customer to maximize the use of system.
Project Management Role
• Managing new feature development initiatives and managing the product backlog.
• Point of contact for website and portal integration with Masterkey Application.
• Stream lining development process to ensure optimal utilization of human and technology resources.
• Managing online and offline customer feedback channels to stay informed on the real estate processes globally.
• Adapting direction of features by analyzing feature usage statistics, page views and beta user feedback.
• Estimating the resources and participants needed to achieve project goals.
• Managing relationships with Vendors and Customer IT teams on multiple system integrations and deployment projects.
• Requirements elicitation definition, analysis, modeling and management of new product enhancements.
• Project/ Change Management for systems integration and development projects, process migrations and onsite deployments.
Support Management and Customer Relations
• Leading the CRM team in Masterkey.
• Retained the USL for complete customer base at minimum of 88% for more than 2500 application users.
• Retained the response time for complete team of 8 members to a maximum of 06 hours.
• Complaint escalation cycle was kept at maximum of 3 cases with an average of 450 cases per month.
• Communication with diverse clients.
• Evaluating monthly statistics reports to measure the efficiency of support team by using Salesforce.com
• Primary Point of Contact of implementing a process for a new customer from the time the sale is made to the point the customer is fully operational (live).
• Focusing on increasing the user satisfaction level by implementing policies and procedures for business support.
• To send updates, feedback, and responses to customers on behalf of Masterkey.
• Develop RFPs and conduct all necessary meetings to facilitate selection of project services and products.
• Develop detail project schedules, estimates, resource plans, and status reports. Track and report progress on required performance indicators.
• Efficiently identify and solves project issues or submit critical issues to management with recommendations.
• Understanding customer workflows and advising senior-level staff on best practices by using Byte IT products.
• Advising customers for software integration with ERP Systems.
• Implementation process for a new customer from the time the sale is made to the point the customer is fully operational (live).
• Conducting user training to train the customer to maximize the use of the products.
• Project/ Change Management for systems integration and development projects, process migrations and onsite deployments.
• Communication with Diverse Clients.
• Managing and Conducting concerns evaluation meetings.
• Demonstration of effective oral and written communications with customers, department personnel and other company staff.
• Adapting direction of features by analyzing feature usage statistics, page views and beta user feedback.
• Provided first level telephonic and/or e-mail support and resolving issues.
• Validate, test and report bugs/enhancements raised by customers, and manage trouble-tickets.
• Assisting the development team in integrating different applications. This involved mapping of data vital to integrate the applications.
• Business consultancy and support on a core banking software for treasury and Margin financing.
• Trained customers in order to make the full use of the application.
• To send updates, feedback, and responses to customers.
• To trigger, follow up, and communicate any outstanding issue with the development team.
• Managing and Conducting concerns evaluation meetings.
• Maintenance of the web profile.
• Responsible for Conducting ISO audits.
University of Karachi.
H.I.C ( Higher Intermediate Certificate) Adamjee College of Sciences. Karachi.
H.S.C ( Higher Secondary Certificate) Habib Public School.