Rabia Ahmed

Leadership & Team Management

• Provided strategic leadership to cross-functional teams, earning Leadership CSAT score of 6/7 for team engagement and performance.
• Optimized resource utilization and capacity, achieving a Resource Management CSAT score of 6/7.

Delivery Excellence

• Planned and executed multiple concurrent projects, achieving on-time delivery across major initiatives achieving a Project Management CSAT score of 7/7.
• Developed structured project plans with clear milestones and budgets.
• Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.

Communication & Client Partnership

• Maintained transparent, proactive communication to strengthen client trust,earning a CSAT score of 6/7 for the same .
• Delivered exceptional customer satisfaction through early issue resolution and strategic alignment.

Solution Design

• Led end-to-end solutioning for complex client requirements, designing scalable eCommerce solutions.

Business Impact

• Spearheaded account growth and upselling initiatives generating revenue gains.
• Drove continuous improvement programs to raise delivery maturity and operational efficiency.

• Defined product strategy and managed the product end-to-end.
• Worked with technical teams to solution, implement and deliver key features.
• Drove cost optimization efforts by identifying opportunities for automation across the organization.
• Partnered with internal/external stakeholders to understand business needs and opportunities for improvement.
• Designed process flows and business cases that formed the base document for engineering teams.

• Served as the primary liaison between IT and IS partners, coordinating high-impact production incidents, driving root cause analysis, and ensuring rapid issue resolution and system stability.
• Streamlined business operations by optimizing cross-functional collaboration, reducing turnaround times, and implementing cost-saving measures through proactive alert management and performance tuning.
• Enhanced business continuity and resilience by assessing outage impacts, developing and executing contingency plans, and maintaining seamless operations during planned and unplanned disruptions.
• Drove process excellence by introducing the “Right Impact, Right Severity” model, refining communication and escalation protocols, and maintaining up-to-date knowledge repositories for improved service delivery.
• Strengthened governance and change management practices through active participation in CAB meetings, rigorous documentation, and post-implementation reviews to ensure SLA adherence and risk mitigation.