From the front line to the product roadmap.

May 2025 - Present

Product Solutions Manager

i4T Global

i4T Global is a leading player in the Field Service Management industry that provides cutting-edge solutions for Property Maintenance and Field Service professionals. With the driving force from the creative minds at i4T Labs, the Global Product Suite- an Ecosystem fulfills the gaps in the industry while delivering a successful customer experience. As a Product Solutions Manager, I am responsible for: - Translating complex customer requirements into actionable features and feasible solutions, ensuring alignment across operational workflows, client expectations, and the product roadmap. - Driving pre-sales and pilot support cycles, serving as a technical expert for demonstrations, and guiding smooth implementation processes. - Facilitated cross-functional collaboration between Product Management, Sales, Engineering, and Support teams to leverage customer insights and inform the product roadmap. - Acted as an internal customer advocate, ensuring user needs influenced product priorities and contributing to increased engagement, retention, and upsell opportunities. - Developed and distributed comprehensive product documentation and best practice guides for both internal teams and clients.

September 2023 - April 2025

Manager - Customer Experience and Support

i4T Labs

March 2023 - September 2023

Team Lead - Customer Support

i4T Labs

September 2022 - April 2023

Customer Support Specialist

i4T Labs

i4T Labs is an innovative customer experience (CX) product development company targeting Multi Stakeholders in the Field Service Management industry. i4T Labs targets a global audience with transformative tech products, while welcoming creative minds to be a part of a great Ecosystem. Key Responsibilities • Acknowledging end user raised tickets in line with pre-defined SLA of 15mins • Be a bridge between the Engineering Team and the Support & Operations Team • Follow-up on outstanding tickets/cases with the Engineering Team. • Day-to-day pulse checks on the product suite to track bugs and fixes. • Engage in other Operational related tasks • Keeping requesters informed of the updates until closure. • Understand customer pain points by closely monitoring and identifying key issues/challenges/inefficiencies/bottlenecks and recommend suggestions to the platform/processes/procedures. • Maintain records/reports on bugs/enhancements/features (BEF) and ensure they are closed in a timely manner. • Being updated on the changes, and improvements done during weekly App releases. • Analysis of the reported issues, and reporting on the service desk operation progress to the Senior Management. • Provide Tier 1 Support or coordinate with Tier 2 Support, Troubleshoot, and respond to tickets raised by end users via the Support Desk channel promptly

January 2021 - August 2022

Manager - Franchise Operations

Digitel GSM (Pvt) LTD Franchisee of Dialog Axiata PLC

Managing overall franchise center operations; including sales, and compliance of Dialog Experience Centers operated by Digitel GSM (Pvt) Ltd. Coordinating with Branch managers and implementing strategies for sales targets and productivity.

June 2018 - January 2021

Assistant Franchise Manager

Digitel GSM (Pvt) LTD Franchisee of Dialog Axiata PLC

Overlooking monthly sales target achievements and coordinating with Officers-In-Charge with regard to maintaining Franchise compliance requirements of 06 Dialog Experience Centers and 03 Dialog Service points operated by Digital GSM (Pvt) LTD. Reporting to Assistant General Manager/Franchise Manager.

October 2013 - June 2018

Branch Manager

Digitel GSM (Pvt) LTD Franchisee of Dialog Axiata PLC

Managing Dialog Experience Center of Digital GSM (PVT) Ltd, Franchisee of Dialog Axiata PLC. Overlooking Customers services, retail operation and billing collections. Maintaining Franchisee Compliance standards set for Retail service center. All-rounder on transaction level. Leading a team of 7 members on daily operation in achieving given monthly sales targets and KPIs of back-office operations. Reporting to Franchise Manager.

May 2013 - October 2013

Deputy Officer In Charge

Digitel GSM (Pvt) LTD Franchisee of Dialog Axiata PLC

Assistant to Branch Manager, capable of handling outlet operation in his/her behalf. All- rounder on transaction level, required to handle cashiering operations and overlooking customer services and handling to customer requirements.

August 2012 - February 2013

Contact Centre Associate

Firstsource-Dialog Solutions

Attending to Inbound Customer Calls of Dialog Axiata PLC with regard to inquiries, request or complaints. Handling approx 160 callers on daily basis. Assigned customer base - Mobile prepaid. Reporting to Team Leader.