ARIF HUSSAIN

Company Overview: project44 is a leading supply chain visibility platform that connects shippers and logistics service providers, offering real-time insights and automation across transportation processes. Founded in 2014 and headquartered in Chicago

• Led and executed cross-functional programs to enhance customer support operations for SAAS-based supply chain visibility platforms.
• Managed Incident, Problem, and Change Management processes using ITIL frameworks, ensuring operational stability and service excellence.
• Oversaw Command Center operations, driving real-time incident resolution, root cause analysis, and proactive risk mitigation.
• Implemented Six Sigma methodologies to identify inefficiencies, streamline workflows, and improve key performance metrics.
• Defined and monitored support ticket analytics, optimizing response time, ticket resolution, and escalation management.
• Developed and maintained KPI dashboards and reports for leadership, ensuring data-driven decision-making and performance tracking.
• Collaborated with engineering, product, and customer success teams to drive continuous service improvement initiatives.
• Led process automation efforts to enhance support efficiency, scalability, and customer satisfaction.
• Managed stakeholder communication, providing executive updates, program roadmaps, and risk assessments for strategic initiatives.
• Designed and executed headcount planning strategies, optimizing resource allocation for customer support teams.

Company Description: Zeta Technologies is a next-generation cloud-native, API-enabled banking technology company founded in 2015 by Bhavin Turakhia and Ramki Gaddipati. The company offers a comprehensive platform that enables financial institutions to swiftly launch compliant banking products across cards, loans, and deposits.

• Quality & Process Management: Led the development and implementation of quality management systems and process improvement initiatives, improving compliance and operational efficiency across teams.
• Incident Management Optimization: Designed and implemented a structured Incident Management process, reducing incident engagement time by 40%, streamlining cross-functional coordination, and minimizing service disruptions.
• Process Governance: Owned end-to-end process governance, ensuring 100% compliance with established ITIL standards, driving continuous improvement initiatives, and maintaining alignment across global teams.
• Command Center Operations: Established and managed a Command Center team to monitor critical systems, handle real-time incidents, and ensure rapid response to high-priority issues, resulting in improved system uptime and operational visibility.
• Quality Assurance Framework: Developed and implemented a Quality Assurance framework, conducting regular audits and assessments, which improved process adherence rates by 25% and enhanced overall service quality.
• QA Team Leadership: Led Quality Assurance specialists, overseeing compliance audits, training programs, and best practice implementations to enhance operational consistency and reduce process deviations.
• ITIL Implementation: Championed ITIL best practices, driving efficiency in Incident, Problem, and Change Management, reducing service downtime, and enhancing the overall IT service delivery model.

• As Quality Lead, directed quality assurance strategies and initiatives that ensured compliance with client standards, enhanced product reliability, and drove continuous improvement across all operational processes
• Process Improvement: Led process improvement initiatives that streamlined operations
• Value map streaming - increased productivity by eliminating non value added tasks and Process Automation
• Quality Assurance: Managed and developed a Quality Assurance team by facilitating regular calibration sessions for quality auditors, ensuring alignment on process compliance standards and enhancing team performance
• Process Audits: Conducted regular process audits to evaluate compliance and efficiency, identifying areas for improvement and adherence to established standards
• Knowledge Management: Drafted, communicated, and maintained comprehensive knowledge management documentation that ensured clarity and consistency across teams, resulting in improved processes compliance and reduction in knowledge gaps
• Operations Maturity: FMEA, Fish-bone, 5 Ys, SIPOC, Process Map, Value steam mapping and Process Stability

• Company Overview: E-Publishing, XML, HTML
• Design, Own and Improve E-Pub Process to exceed client requirement
• Train the Trainer as per the inputs received from various clients
• Match Client Quality Requirements
• E-Publishing, XML, HTML

• Company Overview: Networking, ISP, Linux, US Customer Support
• Networking, ISP, Linux, US Customer Support