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Saifuddin Kirmani, Senior Business Analyst – Customer Service

Saifuddin Kirmani

Senior Business Analyst – Customer Service·Alshaya Group

Kuwait

Master's degree, M.Sc. - I.T.

Work experience

Total years of experience: 11 years, 11 months

Senior Business Analyst – Customer Service

May 2025 - Present

Alshaya Group

Al Kuwait, Kuwait

May 2025 - Present

• Lead end-to-end product enhancements for customer experience platforms,
including Sprinklr and digital channels.
• Prioritize product backlog items and translate business needs into actionable
Jira user stories.
• Deliver in-house automation solutions that reduce vendor dependency and
optimize costs.
• Collaborate with business, IT, and vendors to ensure timely, high-quality
delivery of SOW items.
• Enhance customer journeys across WhatsApp, live chat, and voice channels.
• Support CAB governance and change management to enable controlled and
efficient releases.
• Monitor product performance and identify opportunities for continuous
improvement and scalability.
Company industry:
Fashion & Apparel

IT Specialist – Customer Service (Business Analyst)

October 2021 - April 2025

Alshaya Group

Al Kuwait, Kuwait

October 2021 - April 2025

• Captured and translated business requirements into CRM and customer
experience product enhancements.
• Collaborated with IT, project managers, and vendors to deliver system
upgrades and releases.
• Led application governance to improve usage, compliance, and system
stability.
• Identified risks and initiated change requests to strengthen performance and
reliability.
• Improved agent productivity through training, documentation, and process
enhancements.
• Developed BI reports and customer insights to support data-driven decision
making.
• Coordinated with InfoSec and vendors to support secure integrations.
Company industry:
Fashion & Apparel

IT Officer – Customer Service

November 2016 - September 2021

Alshaya Group

Al Kuwait, Kuwait

November 2016 - September 2021

• Managed customer experience platforms including Oracle Service Cloud,
ININ, and BMC Remedy.
• Coordinated product enhancements and issue resolution between
stakeholders and vendors.
• Developed operational and performance reports using SAP BI, Oracle, and
Excel.
• Led system migrations, support operations, and performance tracking.
Company industry:
Fashion & Apparel
Job role:
Customer Service and Call Center

Information Processing Administrator

August 2014 - October 2016

Alshaya Group

Al Kuwait, Kuwait

August 2014 - October 2016

• Ensured data integrity and reporting accuracy using Oracle and SQL.
• Automated workflows using Excel macros and batch scripts.
• Supported inventory and reporting systems across business units.
Company industry:
Fashion & Apparel
Job role:
Information Technology

Education

Mumbai University

May 2014

May 2014

Master's degree, M.Sc. - I.T.

India

M.Sc. - I.T. Mumbai University (Usha Pravin Gandhi College)

Mumbai University

May 2011

May 2011

Bachelor's degree, B.Sc. - I.T.

India

GPA (percentage): 88%

GPA (percentage): 88%

B.Sc. - I.T. Mumbai University (Usha Pravin Gandhi College)

Mithibai College

May 2008

May 2008

High school or equivalent, H.Sc.

India

GPA (percentage): 88%

GPA (percentage): 88%

Higher Secondary Certificate (Mithibai College)

Indian Community School

May 2006

May 2006

High school or equivalent, C.B.S.E.

Kuwait

GPA (percentage): 84%

GPA (percentage): 84%

Central Board of Secondary Education (Indian community school, Kuwait)

Skills

Lisp

Expert

System Design

Expert

SQL

Expert

Logic Programming

Expert

OOP

Expert

Worked on Microsoft Windows OS; Linux OS

Intermediate

Database management in SQL, Oracle and Access

Intermediate

Adobe Photoshop, Illustrator CS5

Expert

C, C++

Intermediate

Core Java

Intermediate

Corel Draw X5

Intermediate

Microsoft Excel VBA Programming

Intermediate

Windows Batch file

Intermediate

FOXPROX

Intermediate

Python

Beginner

Designing work flow-charts to streamline business processes.

Intermediate

Executing and managing tasks which require a great deal of abstract thinking and deduction.

Intermediate

Outlining algorithms and writing logic for computer programs.

Intermediate

Office 365 - MS Word, Powerpoint, Forms, Sharepoint

Intermediate

HTML, CSS, PHP Script

Intermediate

Lisp

Expert

System Design

Expert

SQL

Expert

Logic Programming

Expert

OOP

Expert

BUSINESS ANALYSIS

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

DIGITAL TRANSFORMATION

Intermediate

ENTREPRENEURSHIP

Intermediate

GOVERNANCE

Intermediate

ORACLE SERVICE CLOUD

Intermediate

PRODUCT IMPROVEMENT

Intermediate

SPRINKLR

Intermediate

STAKEHOLDER MANAGEMENT

Intermediate

WORKFLOW AUTOMATION

Intermediate

Languages

Hindi

Expert

Urdu

Intermediate

Arabic

Beginner

English

Expert

Gujarati

Intermediate

Training and Certifications

Certifications
Certified Scrum Product Owner
Adobe Photoshop

Hobbies and interests

Research
Design,
Technology,
Graphic Designing, Sketching, Reading, Writing, Researching about latest technology, Puzzle Solving.