Head of Analytics & CRM
Mashreq
مجموع سنوات الخبرة :15 years, 5 أشهر
EDUCATION: University of Rochester ’95 - ‘98
BA Economics
WORK EXPERIENCE
MASHREQ BANK, Dubai, United Arab Emirates JAN 2009 - PRESENT
Vice President Business Analytics & CRM
Responsibilities
• Enabling segment managers & product teams to track portfolio performance and growth. Identify key areas of opportunity for cross selling, up selling and retention based on customer behaviour, complaints and service requests.
• Campaign design and creation based on customer demographics, share of wallet, product penetration and customer engagement.
Achievements
CRM MS Dynamics Implementation for Retail Banking Group: The project entailed defining functional specifications across RBG business units, working with operations, IT and vendors to evaluate and redesign business processes. The project was rolled out in 1 year and included migrating 60 branches and a call centre to a new application platform for managing customer requests, complaints and campaigns.
CREATIVE CHAOS PVT, LTD, (CC), Karachi, Pakistan JAN 2003 - DEC 2008
Head of Business Solutions
Achievements
Creative Chaos is an IT solutions company providing software development and digital marketing solutions across business verticals. At Creative Chaos I worked closely with Telenor Pakistan as the engagement manager for their online portal development project which included the customer self care solution and their youth brand Djuice.
EXTRAPRISE GROUP, INC. (Siebel Consultant, New York - NY) MAR 2001 - DEC 2002
AMEX: Defined requirements for business upgrade from Siebel 2000 to Siebel 7. Worked extensively with AMEX businesses to understand customer data and campaign execution via Siebel Analytics
XCHANGE INC. (CRM Consultant, Boston - MA) FEB 1999 - MAR 2001
Worked extensively with Citigroup, AT&T, Staples.com in the following roles: Pre Sales, Product Training, Requirements Analyst & Product Specialist.