Fahad Ibrahim
Dallas,TX
Summary
Experienced business leader with demonstrated strategic planning, problem-solving and team-building abilities. Successful at bringing in and training staff to handle customer and business needs. Motivational, diplomatic and respectful of people from different backgrounds. Highly motivated professional with 20 years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
Overview
16
16
years of professional experience
Work History
Director of Operations
BK KHAN BBQ
Dallas, Texas
07.2022 - Current
- Directed the operations and logistics of a multi-million dollar business.
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Managed day-to-day operations of a large staff in multiple departments.
- Coordinated activities between different departments to ensure successful completion of projects.
- Analyzed financial data to make informed decisions on cost savings initiatives.
- Created policies and procedures for improved workflow processes.
- Provided leadership and guidance to subordinate managers and supervisors.
- Maintained budgeting documents for accurate tracking of expenses.
- Reviewed contracts with vendors to ensure compliance with regulations and terms and conditions.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Implemented systems for monitoring employee attendance, scheduling, payroll.
- Developed training programs for new employees as well as existing staff members.
- Oversaw the implementation of new technology solutions designed to streamline processes.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Monitored inventory levels to ensure adequate stock was available at all times.
- Identified areas where process improvements could be made resulting in increased productivity.
- Established operational guidelines and identified opportunities for improvement.
- Set goals and expectations for direct reports using performance review process, holding staff accountable.
- Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
- Contributed to organizational strategic direction to improve products and services.
- Prepared staff work schedules and assigned team members to specific duties.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Monitored progress by establishing plans, budgets and measuring results.
- Implemented campaigns and promotions to help with developing goods and services.
- Structured HR consulting services to support clients during organizational developments and changes.
Area Manager of Operations
Edible Arrangements
Dallas, Texas
10.2021 - 06.2022
- Managed operational activities of multiple branches, ensuring compliance with company policies and procedures.
- Developed strategies to improve customer service, reduce costs and increase efficiency of operations.
- Monitored performance metrics such as production rate, inventory control, quality assurance and cost reduction.
- Provided leadership and guidance to staff members in order to ensure the efficient operation of all departments.
- Collaborated with other managers to develop plans for new initiatives and projects.
- Ensured that safety standards were met while maintaining a safe work environment for all employees.
- Analyzed financial data to identify areas of improvement and monitored spending trends across multiple locations.
- Established goals and objectives that aligned with overall business strategy and monitored progress against those goals.
Business Unit Manager - Digital Acquisition
Bank Alfalah - Digital Banking Group
Karachi, Pakistan
01.2020 - Current
- Product management of QR and Payment gateway
- Product Manager partnership and alliances
- Member of digital merchant on boarding team product launch
- Liaison with internal stake holder to ensure alignment of business deliverable and maximum value addition
- End to end management of value chain, pre-execution planning and successfully product program launch
- Work with technology team to define/improve the product and content road map for the segment
- Digital customer acquisition through assigned product
- Ensure assigned target through product
- Campaign management, proposing and securing budget approvals
- Product launch strategy with key merchant
- Customer experience management, defining customer journey with merchants.
Sr. Manager Digital Payments - Billing & Ticketing
Bank Alfalah - Digital Banking Group
Karachi, Pakistan
07.2019 - Current
- Digitizing educational/travel payments building ecosystem
- Product manager partnership & alliances for digital payments via app
- Building use cases for digital customers
- Digital Payments enablement for wallet holders
- Customer and merchant journey roadmaps creation
- Product launch strategy and campaign
- Business recommendation, processes and SLAs
- Improvisation of Alfa offering and customer acquisition
- Customer experience management.
Manager Business Development - Digital Financial Services
JAZZ (PMCL)
Karachi, Pakistan
10.2017 - 07.2019
- Regional Digital Financial Services portfolio Management
- Enable regional business units to uplift financial services business
- Responsible for regional revenues and maintenance of Jazz presence region for Mobile Financial Services and Mobile Agriculture.
Area Sales Head - Retail Sales & Distribution
Telenor Pakistan
Karachi, Pakistan
01.2017 - 10.2017
- Managing territory of East Karachi, sales portfolio, and agent distribution network of 1000 retailers and 2 franchise
- Growth in Gross adds - subscriber base
- Revenue - recharge, digital distribution, internet and digital products
- Mobile Wallet acquisitions, remittance, and cash-in.
- directed the operations and logistics of a multi-million dollar business.
- managed day-to-day operations of a large staff in multiple departments.
- Coordinated activities between different departments to ensure successful completion of projects.
- Provided leadership and guidance to subordinate managers and supervisors.
- Monitored inventory levels to ensure adequate stock was available at all times.
Lead - Key Account Manager - Digital Financial Services
Telenor Pakistan
Karachi, Pakistan
03.2014 - 03.2017
- Managing Sindh government/Corporate projects in region (easypaisa B2B)
- Managing team of Support and Key account managers.
- Facilitated meetings with key stakeholders to discuss progress towards objectives.
- Developed and maintained client relationships to grow business and improve account retention.
- Promoted products, increasing customer base and market share.
- Implemented campaigns and promotions to help with developing goods and services.
National B2B Planning & Reporting Executive
Telenor Pakistan
Islamabad, Pakistan
06.2014 - 08.2014
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Created policies and procedures for improved workflow processes.
- Implemented systems for monitoring employee attendance, scheduling, payroll.
- Developed training programs for new employees as well as existing staff members.
- Analyzed data trends and identified potential risks or opportunities associated with operations.
Business Solution Officer - B2B/GSM Solutions
Telenor Pakistan
Karachi, Pakistan
01.2011 - 03.2014
- Forecasted customer demand to set prices or credit terms for goods or services.
- Implemented campaigns and promotions to help with developing goods and services.
- Mitigated business risks by working closely with staff members and assessing performance.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Created effective business plans to focus strategic decisions on long-term objectives.
Customer Service Officer
Telenor Pakistan
Karachi, Pakistan
01.2010 - 12.2010
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Supported sales team members to drive growth and development.
Customer Care Executive - Corporate
UFONE
Karachi, Pakistan
03.2008 - 12.2009
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Identified opportunities for process improvement within the customer service department.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Ensured that all customer queries were handled quickly and professionally.
- Provided technical support when necessary to resolve complex problems.
Education
Masters In Business Administration -
Institute of Business & Technology (IBT)
06.2013
Skills
- Digital Financial Services
- Retail distribution
- Business Development
- Data mining/analytics
- Leadership/story telling
- Design thinking
- Strategic Planning
- Leadership training
- Operations Oversight
- Strategic planning and execution
- Process Improvement
- Cost Control
- Performance Analysis
- Schedule oversight
- Business Management
- Operational Efficiency
- Employee Development
- Sales Tracking
- Inventory Management
- Revenue Generation
- KPI Tracking
- Customer Service Management
- Contract Administration
- Customer Retention
- Staff hiring
- Proficient in M365
- Direct Sales
- Self Motivation
- Sales Promotion
- Active Listening
- Sales Coaching
- Marketing Strategies
- Business marketing
- Problem-solving aptitude
Industryexpertise
- Banking/Digital Financial Services
- Telecom
- Digital Payments/E-commerce
Personal Information
Title: Digital Product Manager
Projects
Digital Acquisition via QR and Education vertical, 07/2019, 10/2019, Karachi, Pakistan, Digitization of travel vertical Acquiring wallets via QR Building use cases for QR and school ecosystem School fee portal market availability School fee portal product and campaign execution Digital Merchant On boarding, 03/2020, Ongoing, Karachi, Pakistan, Launched digital merchant on boarding for SME Introducing merchant wallet instant account Tested on merchant successfully during COVID19 Financial Services, 03/2013, 03/2017, Sindh, Pakistan, G2P/P2G payments and payroll solution Digitization of Micro Finance Institutions loans Digital Campaign Management (reward disbursement)
Languages
English
Professional
Urdu
Professional
sindhi
Professional
Hindi
Professional
spanish
Limited
Accomplishments
- Digital Acquisition QR and Educational Billing
- Digital Merchant Onboarding
- Digital Campaign Management
- Handled 1 Billion Educational grant for Govt. Project
- Won high gross prepaid simcard sale in Territory
Timeline
Director of Operations
BK KHAN BBQ
07.2022 - Current
Area Manager of Operations
Edible Arrangements
10.2021 - 06.2022
Business Unit Manager - Digital Acquisition
Bank Alfalah - Digital Banking Group
01.2020 - Current
Sr. Manager Digital Payments - Billing & Ticketing
Bank Alfalah - Digital Banking Group
07.2019 - Current
Manager Business Development - Digital Financial Services
JAZZ (PMCL)
10.2017 - 07.2019
Area Sales Head - Retail Sales & Distribution
Telenor Pakistan
01.2017 - 10.2017
National B2B Planning & Reporting Executive
Telenor Pakistan
06.2014 - 08.2014
Lead - Key Account Manager - Digital Financial Services
Telenor Pakistan
03.2014 - 03.2017
Business Solution Officer - B2B/GSM Solutions
Telenor Pakistan
01.2011 - 03.2014
Customer Service Officer
Telenor Pakistan
01.2010 - 12.2010
Customer Care Executive - Corporate
UFONE
03.2008 - 12.2009
Masters In Business Administration -
Institute of Business & Technology (IBT)
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