Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Fahad Anwer

Program Manager
Noida

Summary

Experienced Leader with over 13 years of versatile expertise in Program Management, Customer Experience and Consulting across Travel , Consumer Durables, Healthcare, and IT . Seeking opportunities in Strategy, Program Management, and CX positions with a forward-looking organization focused on growth.

Overview

13
13
years of professional experience
5
5
years of post-secondary education
3
3
Certifications

Work History

Senior Manager, Customer Experience, Projects

Paytm
01.2024 - Current
  • Spearheaded CX team to design and implement a customer experience transformation strategy, enhancing user satisfaction by 30% within the first year.
  • Utilized customer journey mapping and feedback loops to identify pain points, resulting in streamlined booking processes and a reduction in support queries by 20%.
  • Coordinated with product owners and development teams to prioritize features based on customer impact and business value.
  • Implemented AI-driven chatbots to handle customer inquiries, reducing response times by 50% and improving first-contact resolution rates by 20%.
  • Oversaw the integration of third-party services and APIs to enhance product offerings, such as travel insurance and loyalty programs, increasing ancillary revenue by 15%.

Deputy General Manager

Lava International
4 2018 - 01.2024
  • Curated Strategy for Customer Experience for short and long term by deep diving into data around customers, competition and industry
  • Improved product NPS for Smartphones by more than 20% by bringing timely improvements leading a cross functional group of Quality, Product and Design
  • Captured key customer insights for Lava from multiple channels and ensure prioritization of customer needs that resulted in improved Customer Experience
  • Achieved 95% purchase efficiency of Spares by applying innovative planning techniques
  • Improved inventory Levels at the ASPs by 20% by analyzing the customer demand trends and ensuring spare availability.

Project Manager, Business Transformation Services

Boston Scientific
04.2016 - 03.2018
  • Responsible for execution of GBS EMEA and APAC project portfolio - getting key updates, involved in Project Governance and Review Boards that resulted in increase in compliance from 67% to 98% in tracking project savings
  • Devised Acquisition Playbook to bring out standardized process, lessons learnt that can be implemented in integration which reduced integration time by 30%
  • Prepared strategic presentations for review meetings with senior leadership to make decision making easier on projects from one phase to other
  • Responsible for driving process improvements across processes within Service Ops using Lean methodologies
  • Selected as APAC lead for RPA implementation in GBS projects.

Technology Consultant, Analytics & Data Management

Hewlett Packard Enterprise
10.2014 - 03.2016
  • Worked on Client requirements with tech teams and created business dashboards in IBM Cognos for Swedish Client
  • Involved with the full life cycle of the project from the initiation including requirement gathering, Gap Analysis and creating development specs and then analyzing and developing the solution
  • SPOC for the account and the client team for the BI development/migration and the UAT
  • Part of first Agile Project team that delivered 3 successful sprints to a Global client for the Proof of Concept of Agile Methodology.

System Analyst - Global Metrics and Reporting

CSC (now DXC)
06.2011 - 10.2014
  • Created Report Specification by interacting with customers, Business analysis of client requirements to map needs into technical specification leading to delivering quality reporting solution
  • Identified Client Organization's strengths and weaknesses and suggested potential improvements
  • Communicated effectively with clients to identify needs and evaluate alternative business solutions with project management
  • Continually worked on opportunities to increase customer satisfaction and deepen client relationships.

Education

General Management Program -

Indian School of Business
07.2022 - 05.2023

B Tech (Computers) - undefined

Jamia Millia Islamia
07.2007 - 05.2011

Skills

  • Customer Experience

  • Program Management

  • Product Experience

  • Supply Chain

  • Business Transformation

  • Strategic Planning

  • Strategic Planning

  • Team Development

  • Leadership

  • Agile Methodology

Certification

PMP, Project Management Institute, PMP Certified Project Manager

Accomplishments

2023: Director Award : Received Director Award for the successful GTM Strategy for Flagship phone at Lava
2022: Superstar Award: Received Superstar Award – for strategizing key Service Initiative – Service @ Home

Timeline

Senior Manager, Customer Experience, Projects

Paytm
01.2024 - Current

General Management Program -

Indian School of Business
07.2022 - 05.2023

Project Manager, Business Transformation Services

Boston Scientific
04.2016 - 03.2018

Technology Consultant, Analytics & Data Management

Hewlett Packard Enterprise
10.2014 - 03.2016

System Analyst - Global Metrics and Reporting

CSC (now DXC)
06.2011 - 10.2014

B Tech (Computers) - undefined

Jamia Millia Islamia
07.2007 - 05.2011

Deputy General Manager

Lava International
4 2018 - 01.2024

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Fahad AnwerProgram Manager