Badruddin Khan

• Developed and automated comprehensive refund analysisframework tracking cash and dark-store refunds in
three business units (IGP, Interflora, IGP Dubai), reducing manual reporting time by 65% and improving
refund process accuracy by 40%.
• Designed and implemented daily volume trending dashboards monitoring orders and customer interactions
(calls, chats, emails), enabling leadership to identify anomalies 80% faster and take corrective action within
24 hours.
• Established real-time SLA monitoring system across multiple channels, achieving 65% SLA compliance
through automated daily alerts to team leaders and managers, improved customer response times by 30%.
• Conducted in-depth CSAT and DSAT analysis identifying root causes of customer dissatisfaction, leading to
implementation oftargeted improvement initiativesthat increased overall CSAT scores by 22%.
• Led fraud detection initiative using machine learning techniques to identify suspicious transaction patterns,
successfully preventing fraudulent orders worth AED 85, 00, 00+ and protecting company revenue.
• Built advanced call forecasting and manpower planning models using Python and statistical analysis, optimizing
workforce allocation during peak seasons, and reducing staffing costs by 18% while maintaining service
levels.
• Created automated productivity tracking system for 200+ customer service advisors, providing daily
performance metrics and actionable insights that improved team efficiency by 25%.
• Developed comprehensive roster and scheduling framework based on historical volume patterns, ensuring
optimal coverage during high-demand periods and reducing overtime expenses by 30%.
• Automated shrinkage and attrition tracking processes, providing real-time visibility into workforce metrics,
and enabling initiative-taking resource planning with 65% accuracy.
• Delivered Kapture CRM training to 150+ team members, improving data accuracy by 45% and ensuring
100% process compliance across operations.

• Developed a comprehensive sales reporting framework that provides real-time insights to C-level executives,
allowing data-driven strategic decisions that increased exhibition revenue by 35% year over year.

• Analyzed sales performance metrics at 15+ major exhibitions and conferences, identifying growth
opportunities that resulted in a 28% improvement in exhibitor retention rates.

• Created interactive Power BI dashboards tracking KPIs including both sales, exhibitor engagement, and attendee
demographics, reducing report generation time from 3 days to 4 hours.

• Collaborated with marketing and sales teams to align reporting requirements and business objectives, improving
cross-functional communication efficiency by 40%.

• Conducted a post-event ROI analysis for major exhibitions, providing detailed performance evaluations that
informed pricing strategies and resulted in a 20% increase in average booth revenue.

• Designed and implemented sales forecasting models with 85% accuracy, allowing better resource allocation
and inventory management for upcoming events.

• Generated strategic business reports highlighting market trends and competitor analysis, supporting senior
management decisions on event portfolio expansion.

• Managed B2B credit portfolio worth AED 50+ million, implementing risk assessment frameworks that
reduced unmanageable debt by 32% and improved cash flow by AED 15 million.
• Optimized revenue streams through the development of innovative pricing models for corporate clients,
resulting in an 18% increase in B2B segment profitability.
• Designed and executed comprehensive client service strategies for 200+ corporate accounts, achieving a client
retention rate of 62% and increasing contract renewals by 25%.
• Streamlined financial reconciliation and invoice processes, reducing billing discrepancies by 55%, and improving
invoice processing time from 7 days to 2 days.
• Collaborated with cross-functional teams to analyze financial data and identify revenue optimization
opportunities worth AED 12 million annually.
• Implemented automated reconciliation workflows that improved financial accuracy to 68% and
eliminated manual errors.
• Developed Custom Excel-based financialtrackingtoolsthat enable real-time monitoring ofreceivables and reduce
DSO (Days Sales Outstanding) by 22 days.

• Conducted a comprehensive NPS analysis across customer segments, identifying key satisfaction drivers and
implementing targeted improvements that increased NPS scores from 42 to 68 in 18 months.
• Collaborated with marketing and product teams to develop dynamic pricing strategies that optimized revenue
while maintaining customer value perception, resulting in 15% revenue growth. Monitoredcompetitive landscape andmarkettrendsacrossthetelecommunicationssector, providing strategic
insightsthatinformedproductdevelopment andgo-to-marketstrategies.
• Presented data-driven findings and recommendations to senior leadership, facilitating strategic decisions
thatimprovedmarket positioning andincreasedmarketshare by 8%.
• Designedcustomersegmentationmodelsidentifyinghigh-value customer cohorts, enabling targeted retention
programsthatreduced churn by12%.
• Created automated reporting systemstracking revenue performance acrossmultiple business units, improving
reporting efficiencyby60%.
• Analyzed consumer behavior patterns and purchase trends, identifying cross-selling opportunities that
generatedAED20million in additional annualrevenue.