Muhammad Hariss أمين

• Leading the global e-commerce digital product management team to enable the global business
through tracking and reporting on performance metrics.
• Digital Product Management of the new CRM and Workforce Management implementation with third
party integrators.
• Increased efficiency of CS agents by 40 seconds in the first month using data and insights through
Calabrio WFM.
• Enhanced overall SLA for Customer Experience through Zendesk automation AI auto assist by using
customer centric thinking.
• Deployed AI Chatbot for self-serve reducing human interaction with customers to resolve queries by
30% through first-touch.
• Facilitating the implementation of Dynamics 365 as a global initiative to replace SAGE and Quickbooks
by enabling agile leadership.
• Scope out Shopify as a replacement for Global Storefront (legacy systems) and Order Management
Systems (OMS).
• Managing the solutions and deployment of AI products to enhance customer experience and optimise
customer services.
• Developing agentic AI solutions to reduce first response and increase one-touch resolution rates.
• Managing resources at AI startups - Decagon AI, Zendesk Ultimate and Sierra
• Leading projects with Decagon and Zendesk to fulfill usecases for Pilot programs, leading to project
deployments.
• Defining success criteria and business benefit from the applicable use cases with the deployment of
Agentic AI

• Leading the global e-commerce digital product management team to enable the global business.
• Digital Product Management for the new CRM and Workforce Management implementation with third party integrators.
• Increased efficiency of CS agents by 40 seconds in the first month using data and insights through
Calabrio WFM.
• Enhanced overall SLA for Customer Experience through Zendesk automation.
• Deployed AI Chatbot for self-serve reducing human interaction with customers to resolve queries by
30% through first-touch.
• Facilitating the implementation of Dynamics 365 as a global initiative to replace SAGE and Quickbooks.
• Scope out Shopify as a replacement for Global Storefront (legacy systems) and Order Management
Systems (OMS).
• Managing the solutions and deployment of AI products to enhance customer experience and optimise customer services
• Developing agentic AI solutions to reduce first response and increase one-touch resolution rates• Leading the global e-commerce digital product management team to enable the global business. • Digital Product Management for the new CRM and Workforce Management implementation with third party integrators. • Increased efficiency of CS agents by 40 seconds in the first month using data and insights through Calabrio WFM. • Enhanced overall SLA for Customer Experience through Zendesk automation. • Deployed AI Chatbot for self-serve reducing human interaction with customers to resolve queries by 30% through first-touch. • Facilitating the implementation of Dynamics 365 as a global initiative to replace SAGE and Quickbooks. • Scope out Shopify as a replacement for Global Storefront (legacy systems) and Order Management Systems (OMS). • Managing the solutions and deployment of AI products to enhance customer experience and optimise customer services • Developing agentic AI solutions to reduce first response and increase one-touch resolution rates

MTTR by 60% average.
• Leading the Service Delivery and Operations department with ISO 27001 controls for 11 Retail
eCommerce Sites turning over $1.1bn annually across the globe.
• Process & Operations lead for implementation of Dynamics 365 as F&O to replace legacy ERP solution.
• Designed CMDBs for migration of Service Desk / Ticket Management System. (Jira Service
Management), scoped ServiceNow initially.
• Implemented ITAM (Software Asset Management and Hardware Asset Management) in Jira Service
Management aligning it with Entra ID for IAM migration with RBAC.
• Led the migration of ticket management system from legacy (based on ManageEngine) to Jira Service
Management and Jira Project Management.
• Facilitated the implementation of Crowdstrike and Tanium for IPS, IDS and OpSec as part of the larger
Cyber Security project led by CISO.
• Overseeing the performance of first and second line IT support teams and making sure they are
equipped with the necessary tools to perform their tasks.
• Overseeing IT Vendors and 3rd Party Software Licenses to ensure service quality aligns with business
needs. Value Analysis and Vendor Selection included.
• Pioneered the IT operational risk and compliance procedures based on COBIT 5, ITIL v4, ISO and ISAE
access controls based on DORA Framework for EBA.
• Guided Business Analysts on gathering requirements and define user stories to meet the business
objectives and own the SDLC lifecycle across web and mobile app projects.
• Manage and coordinate with all stakeholders for system integration test & user acceptance test
(SIT, UAT) in coordination with business owner.

• Headed Enterprise Level projects (end to end) with cross functional teams spanning across 3
continents and 11 different B2C eCommerce sites.
• Defined User Stores, Testing templates, Incident Management Process, Problem Management, Cost
Benefit Analysis, Risk Assessments, Vendor Assessments, Asset Management for ERP Migration in
FY24.
• Initiated BPMN 2.0 Process Mapping from as-is to to-be for process optimization and streamlining
project deliveries for operational resilience using Jira, Visio & Miro using BPMN 2.0
• Onboarded Dynatrace, conducted training sessions to deep dive into the Dynatrace set up and
architecture to benefit the business using APM.
• Mapped data migration and integration flows from legacy ERP for scoping out Dynamics 365 (MS365)
to replace eCommerce technology.
• Implemented Vendor Selection Methodology for new services of Collaboration tools through
requirements gathering and documenting the systems capabilities.
• Lead the implementation of APM (Application Performance Monitoring) Dynatrace and Datadog to
set up dashboards and monitor retail & infrastructure performance for operational excellence.
• Illustrated a data driven strategy to deliver insights and reports in Power BI and MS Excel to
stakeholders through effective prioritization to design and deliver target operating model (ToM).
• Facilitated mapping of complex processes using SIPOC, COPIS and UML diagrams on Jira as a project
management tool and Power platform for process mining.
• Resolved issues with reporting by creating and envisioning Power BI dashboards to effectively
communicate with internal and external stakeholders using agile methodologies.
• Examined business architecture alongside PwC as internal auditors within the ERP D365 domain for
Finance, Supply Chain, HR, Products and Marketing.
• Mentored a team of business analysts and testers, fostering a collaborative and productive
environment by using unit tests, systems integration tests and use of sprints, user stories and
requirements gathering.
• Developed behavior design templates to establish gaps and work with recruitment to maintain a
professional recruitment strategy.

increase in Payroll Processing Times
• Enhanced client retention using analytical tools based on SQL, T-SQL, SSIS/SSRS and Python from
database managed through Excel for data capturing, analysis and technical specifications.
• Restructured organizational behavior through collating product based data to provide valuable
insights to business stakeholders using as-is and to-be user stories.
• Educated clients by providing spending insights from business databases through the use of data
analytics to simplify business process through dashboards in Power BI.
• Clarified business requirements by storytelling technical issues on complex projects to interpret data
based on engaging real time client data using dataflows to senior stakeholders and management.
• Forecasted client sales based on ecommerce and retail platforms using cloud computing (Azure) for
effective marketing processes (Mailchimp).
• Reviewed customer issues related to business modelling, business processes and provided solutions
to improve overall performance by process mapping on Visio using BPMN 2.0.
• Educated retail clients on the benefits of integrating a database like Amazon RDS into their existing
ERP system and assisted with migrations and analytics implementation.
• Test Planning and Coordination: Oversaw the development of testing templates and execution of
detailed test plans for product validation.
• Regularly evaluated SAP (ERP) modules and features for potential enhancements to support evolving
business needs.
• Advocated Business Analysis role within the organization by leading initiatives to effectively
communicate with the stakeholders and achieve business objectives.

• Evaluated organizational data and trained the team on using advanced techniques such as clustering
and regression to support business decision-making based on industry experience.
• Showcased client spending trends and patterns using advanced reporting tools such as Tableau and
Python data visualization libraries, as well as Power BI to showcase technical solutions.
• Briefed the commercial team on the importance of inquisitive, data storytelling, and how to
effectively communicate resourceful data insights to drive business success based on SurveyMonkey.
• Established a data-driven marketing campaign strategy and brought it to life by utilizing data analysis
based on customer experience life cycle to inform campaign planning.
• Overhauled data extraction to measure success in the organization through the use of data
governance to effectively maintain data quality and lineage.
• Simplified customer service for retail boutique b2c clients to improve accuracy and multiple project
management by monitoring delivery change across full trade lifecycle.
• £ 1, 100, 000 revenue generated in the first year by targeting niche product lines leading to a successful
VC backed acquisition.
• Spearheaded the integration and management of Operational Technology (OT) systems (RFID tags,
AS/RS Automated Storage and Retrieval Systems) in the e-commerce and warehousing sectors.

• TOP 100 Amazon brands in the UK awarded by capitalizing on data related to daily home & garden
buying patterns and issues in global e-commerce.
• Utilized product-based data to restructure organizational behavior, delivering valuable insights to
influence internal stakeholders.
• Illustrated business requirements by effectively communicating technical issues using real-time client
data through compelling stories to solve problems.
• Educated retail vendors on the benefits of connecting their existing database to cloud services like
Snowflake and Amazon EMR.
• Developed and implemented a data-driven confident marketing campaign strategy by leveraging data
analysis to guide campaign planning and evaluate success within the organization.
• Streamlined customer service for clients, resulting in improved satisfaction by creating detailed
process maps including relevant process notations agreed by functional stakeholders
• Optimized client retention and efficiency by utilizing analytical tools based on SQL and Python,
effectively managing distribution and logistics documentation.
• Cultivated a strong team environment by fostering open communication, build relationships and
promoting accountability, resulting in attention to detail and efficient business analysis.
• Communicated business requirements effectively by using articulate storytelling techniques and
process mapping to depict and translate technical issues (UAT) on real-time client data.
• Implemented analytical tools, resulting in improved client retention and increased efficiency in
managing databases through Excel and using in-depth knowledge of quality assurance processes.

• Utilized data analysis to improve product output and business performance, providing valuable
insights to factory stakeholders and retail partners.
• Leveraged analytical skills to gain business insights from factory databases and inform decision
making.
• Educated stakeholders by effectively communicating technical data and business stories, product
based QAT and UAT reports, providing training to present a clear understanding of factory modeling.
• Created marketing strategy and campaigns by leveraging analytical skills based on customer insights,
conducting tests from factory databases.
• Led the deployment of advanced OT solutions in a garment manufacturing facility, integrating
Industrial IoT for real-time monitoring and automation of textile machines.
• Owned delivery roadmap, work with the business to triage and prioritise work requests & define
formal requirements with the business, UAT and launch in collaboration with Business Change.

• Revised organizational behavior by utilizing product-based data, delivering valuable insights related
to use cases, logistics and user stories to business stakeholders.
• Consolidated trading, supply chain, retail and marketing teams to optimize paid media strategy,
resulting in significant savings in time and money for the organization.
• Elevated customer service for B2B and B2C clients through streamlining efforts, marketing through
mobile apps, resulting in increased satisfaction.
• Transformed organizational behavior by utilizing product-based data sets, delivering valuable insights
to business stakeholders for effective decision making.
• Investigated customer issues related to business modeling and proposed solutions to enhance overall
performance for strategy creation.
• Fostered a strong team environment to solve complex problems through effective teamwork, strong
analytical skills and relationship-building, resulting in improved collaboration and productivity.
• Empowered clients by furnishing them with spending insights and technical requirements for
reporting data from business databases through the application of data analytics.
• Evaluated technical, business, and regulatory needs to identify potential business opportunities and
transform them into user stories spanning business, systems, NFRs, data and products