Shaik Zubair
Chennai
Summary
Sr Executive (Community and Operations) at Zensar with 8+ years of experience in digital community management and operations. Results-oriented and always performing to meet and exceed KPIs. Remote working experience with international partners across multiple time zones and cultures.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Sr Executive
Cisco
Chennai
06.2021 - Current
- Operationalized community safety, moderation, and abuse management for daily operations.
- Collected user feedback to drive brand innovation and enhance user experience.
- Enforced platform rules, moderated content, and reported product and spam issues.
- Maintained 95% utilization rate through inspiring and valuable community experiences.
- Established partnerships with service providers to offer enhanced member benefits.
- Cultivated relationships with entrepreneurs, freelancers, and small businesses to generate inquiries about products.
- Conducted risk assessments to identify potential challenges, developing mitigation strategies to safeguard company interests.
- Developed and maintained key stakeholder relationships, ensuring alignment with corporate vision and objectives.
- Monitored industry regulations and compliance standards, ensuring adherence and minimizing risk exposure.
Jr Community/Content Manager
Genpact
Bangalore
05.2017 - 05.2021
- Worked cross-functionally with product, engineering, core operations, marketing, PR, legal, etc to define priorities and lead execution against defined milestones and metrics.
- Gained increased responsibilities for an excellent collaborative working style and leading without authority.
- Responsible for all proactive and reactive responses on social for Google, YouTube, Yelp, Bing, and their blog. Identifying concerns and proactively escalating to other departments when necessary and following community management guidelines.
- Provide social media analytics and final report advising of social ROI to stakeholders.
- Responsible for overseeing and executing social strategies for marketing and social care.
- Focusing on brand love and social community management/ moderation for client campaigns.
- Coaching and training of social moderation specialist
Education
Bachelor of Science - Computer Science and Management
University of Madras
Skills
- Community Partnerships
- Operations Management
- Documentation & Reporting
- Process Optimization
- Knowledge Management
- Quality ManagementCommunication
Certification
CSM (Certified ScrumMaster)
Professional Abridgement (Exposure)
- Gathering & Elicit requirements from business users, clients-new requirements, change request & enhancement by the vast range of monetary products.
- Preparing of business requirement document (BRD), Functional requirements documents (FRD) to manage & analyse the client requirements.
- Good in using leading industry tools like MS word, MS Excel and MS PowerPoint & MS Visio to develop various project deliverables.
- Good at resolving complex business requirements and creating UML diagrams such as Use case diagrams, Activity diagrams.
- Having knowledge of Sequence diagrams to communicate the Business requirements. Facilitated UAT and taking sign off from client.
- Having exposure in preparing Prototypes & Wireframes.
- Having exposure in Process Modelling, Use cases, Test case documents & User Stories.
- Having good knowledge on Agile & Waterfall projects.
Core Competencies
- Requirement Elicitation Techniques
- Business Analysis &Implement Solution
- Client Engagements
- Requirements Management
- Problem Analysis
- Root Cause Analysis
- SWOT Analysis
- Change Management
- Agile Scrum &Waterfall SDLC Models
- Documentation (BRD&FRS)
- Process Flows & Use cases
- User Stories &Acceptance Criteria
Skill Set
- Documentation: MS office suite
- Methodologies (Models): Agile (Scrum)
- Modelling Tools: MS Visio 2010
- Modelling Language: UML 2.0
- Testing: Manual Testing
- Project Management Tool: JIRA, ServiceNow, DSR, Excel.
- Prototyping tools: Balsamiq 2.0., Creately Charts
Timeline
Sr Executive
Cisco
06.2021 - Current
Jr Community/Content Manager
Genpact
05.2017 - 05.2021
Bachelor of Science - Computer Science and Management
University of Madras