Shazia Mohammed Iqbal
Mumbai
Summary
Project and Operations professional with 4+ years of experience in program delivery, stakeholder management, reporting, governance, and process improvement. Demonstrated success in managing complex programs, driving operational efficiency, and achieving customer satisfaction scores. Currently enhancing analytics capabilities through SQL, Power BI, and Data Analytics training.
Overview
3
3
Certifications
7
7
years of professional experience
Work History
Associate – Program Coordinator
IIDE – Indian Institute of Digital Education
04.2025 - Current
- Manage end-to-end execution of online programs, ensuring seamless delivery, and operational excellence.
- Coordinate trainers, virtual classrooms, and program schedules while maintaining adherence to timelines and quality standards.
- Generate and present reports on learner engagement, course progress, CSAT, NPS, and operational performance.
- Collaborate with cross-functional teams and industry experts to support successful program delivery.
- Monitor program milestones, resolve issues proactively, and drive process improvements through feedback analysis.
- Coordinated program logistics, enhancing operational efficiency and ensuring timely project delivery.
- Developed and maintained program schedules, improving resource allocation and stakeholder communication.
- Collaborated with cross-functional teams to streamline processes, resulting in improved team productivity.
- Facilitated training sessions for new staff, strengthening team capabilities and enhancing knowledge retention.
Associate – Delivery Operations
UpGrad Education Pvt. Ltd.
04.2022 - 03.2024
- Managed delivery and operational governance for 5 executive education programs serving 3,000+ learners.
- Coordinated with universities, faculty, and internal teams to ensure successful program execution.
- Led faculty onboarding, contract management, performance tracking, and stakeholder communications.
- Monitored NPS, CSAT, learner engagement, and session ratings to drive continuous improvement.
- Managed escalations and grievance resolution while maintaining high stakeholder satisfaction.
- Streamlined delivery operations by coordinating logistics and optimizing scheduling, enhancing efficiency.
- Implemented process improvements that reduced delivery times, increasing overall customer satisfaction.
- Managed cross-functional communication to ensure timely execution of delivery schedules and service levels.
- Developed training materials for new team members, improving onboarding efficiency and team performance.
Process Associate
Qin1 Classes
08.2021 - 12.2021
- Managed learner and parent queries related to curriculum, onboarding, and program delivery.
- Coordinated onboarding activities for trainers and students.
- Monitored ticket resolution workflows and ensured adherence to turnaround time commitments.
- Escalated critical issues and coordinated with internal stakeholders for timely resolution.
Product Specialist
Labtron Equipment Ltd
10.2019 - 06.2020
- Managed lead generation, email marketing, and supplier negotiations to enhance procurement activities.
- Supported customer relationship management by addressing product-related queries to improve customer satisfaction.
- Developed product content and coordinated with suppliers to enhance operational efficiency.
Education
Bachelor of Engineering - Biomedical Engineering
Vidyalankar Institute Of Technology, University Of Mumbai
Mumbai, MaharashtraSkills
Microsoft Excel
Google Sheets
Google Workspace
Freshdesk
Learning Management Systems
Zoho
Project Management
Stakeholder Management
Cross-functional Collaboration
Process Improvement
Cross-functional collaboration
Certification
Google Data Analytics Professional Certificate (In Progress)
Timeline
Associate – Program Coordinator
IIDE – Indian Institute of Digital Education
04.2025 - Current
Associate – Delivery Operations
UpGrad Education Pvt. Ltd.
04.2022 - 03.2024
Process Associate
Qin1 Classes
08.2021 - 12.2021
Product Specialist
Labtron Equipment Ltd
10.2019 - 06.2020
Bachelor of Engineering - Biomedical Engineering
Vidyalankar Institute Of Technology, University Of Mumbai