Zaki Usmani
Ph: - --247554, Deoband, India
Profile Summary
Dedicated Associate Director with over 17 years of experience in Operations Management, Business
Intelligence, Data Analytics, Customer Support and Operations, Business Consulting, and Client
Relationship Management. Currently serving as the Associate Director at AZ Fashionscape Pvt Ltd,
driving operational excellence and revenue growth.
Professional Experience
AZ Fashionscape Pvt Ltd
Associate Director - Planning & Operations
04/2022 – Current
• Successfully enhanced net sales by 15% within a year through the establishment of new sales
channels.
• Executed various brand awareness campaigns, capturing over 5,000 leads by tailoring
mailshots to different customer segments.
• Revamped BI reports, reducing preparation time by 20% by implementing new report
structures and process efficiencies.
• Effectively coordinated action plans with production teams and communicated progress and
expectations to the management.
• Oversaw day-to-day tasks of the team, ensuring the delivery of quality services and efficient
implementation across all brands.
• Significantly reduced First Call Resolution (FCR) by 20% through the creation of predefined
email templates.
AZ Fashionscape Pvt Ltd
Senior Manager Business Intelligence
04/2018 – 03/2022
• Spearheaded the enhancement of the analytics framework for the eCommerce business,
encompassing traffic analysis, campaign analysis, inventory analysis, CS analysis, and
consumer analysis, resulting in a comprehensive understanding of the business for senior
management.
• Focused on driving processes, tools, and statistical methods to facilitate rational decisionmaking.
• Provided critical support to Marketing, CRM, Pricing, and Customer Group departments
through data-driven analytics and business insights.
• Streamlined marketing processes and ensured optimal support for decision-making through
analytics.
• Developed systems to monitor sales trends and progress across different timeframes,
enabling in-depth analysis and reporting.
• Initiated a project analysis, reporting, and recommendation system to guide future strategic
planning.
• Introduced a performance reporting template, resulting in a 25% reduction in the preparation
time for standard client materials.
AZ Fashionscape Pvt Ltd
Business Consultant
04/2016 – 03/2018
• Collaborated closely with business stakeholders to identify opportunities for business
improvement by tracking and analysing performance, pinpointing issues, and devising
improvement solutions.
• Led strategic negotiations with key supplier partners to optimize replenishment strategies
using internal replenishment data, leading to a 10% increase in store sales.
• Developed market strategies, roadmaps, and product portfolios to maximize organizational
growth and strategic objectives.
• Ensured that all products met or exceeded financial goals, focusing on return on investment
and expanding the product portfolio through organic growth and the introduction of new
business lines.
• Implemented a system to track sales trends and progress across various timeframes,
emphasizing analysis and reporting.
• Introduced a new pricing strategy based on behavioural segmentation of B2B customers,
incorporating price sensitivity and price awareness analysis.
Nuha Tuition Academy
Manager Administration
01/2014 – 03/2016
• Founded and managed Nuha Tuition Academy, a start-up providing high-quality group and
individual tutoring services.
• Aligned teaching resources with the existing school curriculum to reinforce and complement
students' classroom education.
• Maintained records of students' academic performance and applied the data to address areas
for improvement.
• Fostered a culture of excellence in education and maximized the potential of each student.
Fidelity National Information Services
Team Leader
10/2005 – 12/2013
• Managed a team of 25 advisers as a Team Leader, responsible for handling various telecomrelated queries for Telefonica O2 UK, a leading telecommunications and Internet service
provider in the United Kingdom.
• Additionally served as a Team Leader in the American Express Credit Card Dispute Process.
• Successfully increased Customer Satisfaction (CSAT) scores by 15% within one year.
• Oversaw Customer Experience Analytics for NPS Improvement for American Express Credit
Card Customers, resulting in a substantial increase in the Net Promoter Score from 65% to
85%.
• Managed the production floor and handled escalations from clients within defined SLAs.
• Improved weekly calibration sessions with the quality team, contributing to a 10% increase in
quality.
• Set daily targets for team members and provided individual performance feedback to ensure
daily goals were met.
• Analysed individual team member performance and motivated them to achieve higher
standards.
• Managed certification/probation appraisals for team members.
• Enhanced the leave utilization system, achieving the required 80% target.
• Conducted monthly team meetings with a predefined agenda and documentation for review
and action planning.
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Compiled and computed the monthly incentive plan for the team, facilitating salary
processing.
Conducted training sessions on various modules to enhance the skills of team members and
ensured close interaction with the technology team to communicate support expectations
and required information.
Assisted the human resources department with recruitment by providing a client perspective
on processes and required skill sets.
Achieved a promotion within 12 months due to strong performance and organizational
impact, ahead of the planned schedule.
Education
Chaudhary Charan Singh University
Bachelor of Science: Physics, Chemistry, Mathematics
07/1996-06/1999
Language Skills
English, Hindi, Urdu
Skills and Competencies:
Good Numerical Skills, Business Analysis and Planning, Attention to Detail, Process improvements,
Microsoft Office, Power BI, The Fundamentals of Digital Marketing - Google Digital Garage, Machine
Learning & Data Science A-Z: Hands-on Python 2022
