End-To-End Delivery Lead (CI/CX/Digital Transformation Lead)
Shell
Total des années d'expérience :11 years, 5 Mois
ð Transformed the CX landscape for Shell Pakistan, deploying premier e-commerce solutions and driving customer-centricity, elevating local OSAT scores by an impressive 13%.
ð Championed customer experience excellence by establishing generative processes, reducing response time on complaints by over 200%, and fostering a culture of CX through coaching and journey understanding.
ð Developed and implemented a local Digitalization strategy, seeding 4 in-house Automations, 6 Replicated Automation, and JDIs. Resulted in improved competitiveness and USD 50K value generation year-on-year.
ð¡ Positioned Shell Pakistan as a coding talent hub, developing digital automation products (RPAs) and solutions through scrum methodology. Personally learned to code and crafted an RPA solution.
ð° Delivered CI/JDI projects worth over USD 300K/yoy, supporting Customer Ops and Business Objectives through in-market Value Delivery programs, ensuring timely delivery via project management methodology.
ð Contributed to high-impact regional projects worth over USD 200K, leading multiple regional networks with 30+ members, inspiring, innovating, and informing across diverse geographies.
ð Trained CI Coach, successfully guiding 3 candidates to CI green-belt certification, leading learning engagements to boost CI quotient, and driving idea & value pipeline generation for year-on-year delivery.
ð¢️ Front-Line Team-Leadership Role
ð Managed Fuel Dispatch Operations and Plant Maintenance at Shell's Chaklala Oil Depot with a team of 7 operational team members and 2 matrixed team members.
ð ️ Installed a self-developed novel Plant Maintenance system that leveraged the GSAP-Excel interface to deliver improved asset maintenance through better visibility, reducing the risk of safety incidents and terminal downtime.
ð Improved Tank Lorry fuelling gate-to-gate time through Lean methodology, increasing terminal throughput by 20%, opening the potential to supply USD 0.5 Mn worth of product annually.
Developed award winning report on Pakistan's Oil and Gas sector.
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