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Agile Project Manager | Scrum Master | ClickUp, Jira, Asana, Monday, Notion 🎓 Certified Project Manager 📌 𝟓+ Years of Experience 🏅 100% Job Success Score 💫 Worked With 150 SMEs and Big Tech Giants (IBM, Cisco, Walmart and UAE Government) 🏆 Completed 500+ Projects Hello! I’m Munaza Kausar. I help companies deliver software products faster by combining Agile project management, structured delivery frameworks, and intelligent automation. Over the past 5+ years, I’ve led cross-functional teams across SaaS, AI, and digital platforms by ensuring projects move smoothly from planning to release while maintaining clear communication between stakeholders and development teams. 𝐈 𝐬𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐳𝐞 𝐢𝐧: • Agile Project Management & Scrum Delivery • Technical Project Management for SaaS products • AI & Automation implementation (Zapier, Make, n8n) • Workflow optimization and operational systems • Jira, ClickUp, Notion project environments 𝐌𝐲 𝐟𝐨𝐜𝐮𝐬 𝐢𝐬 𝐬𝐢𝐦𝐩𝐥𝐞: bring structure to complex projects, remove operational friction, and help teams deliver high-impact features faster. 📌 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝗢𝗳𝗳𝗲𝗿𝗲𝗱: ◾ 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲 & 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐨𝐧 I plan, structure, and deliver projects from kickoff to completion, ensuring timelines, scope, and priorities stay aligned while teams execute efficiently. ◾ 𝐀𝐠𝐢𝐥𝐞 & 𝐓𝐞𝐚𝐦 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 I run Agile ceremonies, manage backlogs, coordinate cross functional teams, and keep everyone aligned through clear priorities, sprint planning, and ongoing delivery tracking. ◾ 𝐖𝐨𝐫𝐤𝐟𝐥𝐨𝐰 & 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐎𝐩𝐭𝐢𝐦𝐢𝐳𝐚𝐭𝐢𝐨𝐧 I design clean workflows, SOPs, and operating systems that reduce manual work, improve clarity, and create predictable execution across teams. ◾ 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 & 𝐒𝐲𝐬𝐭𝐞𝐦𝐬 𝐒𝐞𝐭𝐮𝐩 I implement task automation, CRM integrations, and reporting systems using tools like ClickUp, Zapier, and Make to improve visibility and reduce overhead. ◾𝐑𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠, 𝐕𝐢𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐲 & 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 I create dashboards, project reports, and executive views that give founders and stakeholders real time insight into progress, risks, and capacity. ◾𝗧𝗼𝗼𝗹𝘀 & 𝗣𝗹𝗮𝘁𝗳𝗼𝗿𝗺𝘀 𝗜 𝗨𝘀𝗲 𝗳𝗼𝗿 𝗠𝗮𝘅𝗶𝗺𝘂𝗺 𝗜𝗺𝗽𝗮𝗰𝘁 - Project Management | ClickUp, Jira, Asana, Monday, Trello, Notion, Microsoft Project - Automation Platforms | Zapier, Make, n8n, Airtable - CRM Business | HubSpot, Zoho CRM, GoHighLevel (GHL), Gmail - Communication & Collaboration | Slack, Microsoft Teams, Confluence, Loom - Reporting & Documentation | Microsoft Excel, Google Sheets, Gitbook, MS Word, Figma - Workflow & Process Modeling | Lucidchart, Draw, Miro, Microsoft Visio - API | Swagger 𝐖𝐇𝐀𝐓 𝐈 𝐁𝐑𝐈𝐍𝐆 𝐓𝐎 𝐓𝐇𝐄 𝐓𝐀𝐁𝐋𝐄: ✨ Efficiency Boost: I specialize in crafting tailored workflows with automated processes, freeing your team from repetitive tasks and enabling laser-focused efforts. ✨ Project Management Revolution: I'll transform your setups with custom templates, informative dashboards, and insightful reporting, bidding farewell to project chaos. ✨ Productivity Unleashed: Seamlessly integrate your preferred tools to optimize workflows, giving your team more time to drive strategic initiatives. ✨ Proven Track Record: With over 150 completed projects, I consistently deliver exceptional outcomes across diverse industries. 𝐄𝐝𝐮𝐜𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐝𝐞𝐭𝐚𝐢𝐥𝐬: 🎓 Master of Science in Project Management (MSPM) 🎓 Bachelor of Science in Software Engineering 𝐖𝐡𝐲 𝐚𝐦 𝐈 𝐭𝐡𝐞 𝐛𝐞𝐬𝐭 𝐟𝐢𝐭? I combine strategic thinking, technical expertise, and leadership skills to ensure your project succeeds from planning to execution. I’m committed to delivering clear, measurable results while enabling your team to operate at peak efficiency. ✅ Proven Track Record: 500+ successful projects across diverse industries ✅ Efficient Communication: Keep all stakeholders aligned and informed ✅ Team Leadership: Mentor and guide teams to deliver collaborative results ✅ Strategic Planning: Define milestones, KPIs, and actionable project plans ✅ Risk & Quality Management: Identify risks proactively and maintain high standards ✅ Workflow Optimization: Streamline processes with automation and integrations مدير المشروع الفني | سكروم ماستر | مكتب إدارة المشاريع Responsable Técnico de Proyectos | Maestro de scrum | PMO 📩Click " 𝗛𝗶𝗿𝗲" to eliminate chaos, reduce errors, and create predictable, scalable project workflows.

𝐁𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐭𝐡𝐞 𝐫𝐢𝐠𝐡𝐭 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐭𝐡𝐞 𝐫𝐢𝐠𝐡𝐭 𝐰𝐚𝐲 𝐟𝐫𝐨𝐦 𝐝𝐚𝐲 𝟏, 𝐬𝐚𝐯𝐢𝐧𝐠 𝐲𝐨𝐮 𝐜𝐨𝐮𝐧𝐭𝐥𝐞𝐬𝐬 𝐡𝐨𝐮𝐫𝐬, 𝐞𝐧𝐞𝐫𝐠𝐲, 𝐚𝐧𝐝 𝐦𝐨𝐧𝐞𝐲, 𝐰𝐡𝐢𝐥𝐞 𝐚𝐜𝐜𝐞𝐥𝐞𝐫𝐚𝐭𝐢𝐧𝐠 𝐲𝐨𝐮𝐫 𝐓𝐢𝐦𝐞-𝐭𝐨-𝐦𝐚𝐫𝐤𝐞𝐭 𝐚𝐧𝐝 𝐦𝐚𝐱𝐢𝐦𝐢𝐳𝐢𝐧𝐠 𝐲𝐨𝐮𝐫 𝐑𝐎𝐈. 𝐓𝐡𝐚𝐭'𝐬 𝐰𝐡𝐚𝐭 𝐈 𝐝𝐞𝐥𝐢𝐯𝐞𝐫, 𝐛𝐚𝐜𝐤𝐞𝐝 𝐛𝐲 𝟏𝟐+ 𝐲𝐞𝐚𝐫𝐬 𝐨𝐟 𝐡𝐚𝐧𝐝𝐬-𝐨𝐧 𝐭𝐞𝐜𝐡 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞. Specialized in discovering, building, and managing high-value products and AI-powered solutions. Having worked with companies like Experian (Fortune 500) and Recurly (100M+ subscribers), and delivered product leadership for SaaS platforms serving millions of users, I know what it takes to build products that scale. A few examples of results my clients have seen: ✅ 20%+ conversion rate increase within the first months of engagement ✅ 30%+ faster time-to-market through optimized product management and development process ✅ 25%+ fewer bugs in production through better requirements and backlog discipline ✅ 100% on-time delivery record across multi-million dollar product development ✅ Products serving millions of users across the US, Latin America and Europe How I Provide You Value: * 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲: Providing strategic guidance on how to increase your User Base, Conversion Rate, Customer Lifetime Value, Annual Recurring Revenue, etc. * 𝐀𝐈 𝐈𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐨𝐧: Bridging the gap between 'GenAI Hype' and functional features, backed by real industry experience. * 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐑𝐨𝐚𝐝𝐦𝐚𝐩: Defining clear product features and release dates. * 𝐁𝐚𝐜𝐤𝐥𝐨𝐠 𝐫𝐞𝐟𝐢𝐧𝐞𝐦𝐞𝐧𝐭: Taking ownership of Jira/ClickUp, turning one-liner ideas into fully fleshed-out User Stories with clear Acceptance Criteria. * 𝐔𝐧𝐛𝐥𝐨𝐜𝐤𝐢𝐧𝐠 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭: Approaching technical blockers, saving hours of downtime. * 𝐑𝐞𝐥𝐞𝐚𝐬𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Handling User Acceptance Testing (UAT) and managing the release process to ensure what we launch actually works. Industries I've served: Logistics, Finance, Healthcare, Pharmaceuticals, Telecommunications, E-commerce, and SaaS, across the US and LatAm and Europe. Ready to build? Book a consultation or message me to discuss your product roadmap. "𝐀𝐧𝐠𝐞𝐥𝐨 𝐰𝐚𝐬 𝐯𝐞𝐫𝐲 𝐝𝐢𝐥𝐢𝐠𝐞𝐧𝐭 𝐚𝐧𝐝 𝐞𝐚𝐠𝐞𝐫 𝐭𝐨 𝐡𝐞𝐥𝐩 𝐭𝐡𝐞 𝐭𝐞𝐚𝐦 𝐬𝐮𝐜𝐜𝐞𝐞𝐝. 𝐈𝐧 𝐣𝐮𝐬𝐭 𝐚 𝐜𝐨𝐮𝐩𝐥𝐞 𝐨𝐟 𝐰𝐞𝐞𝐤𝐬, 𝐡𝐞 𝐛𝐫𝐨𝐮𝐠𝐡𝐭 𝐜𝐫𝐢𝐭𝐢𝐜𝐚𝐥 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬 𝐭𝐨 𝐡𝐞𝐥𝐩 𝐢𝐦𝐩𝐫𝐨𝐯𝐞 𝐭𝐡𝐞 𝐞𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠 𝐰𝐨𝐫𝐤 𝐚𝐬 𝐰𝐞𝐥𝐥 𝐚𝐬 𝐭𝐡𝐞 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞." - 𝐉𝐚𝐬𝐨𝐧 𝐊, 𝐒𝐚𝐚𝐒 𝐅𝐨𝐮𝐧𝐝𝐞𝐫 𝐚𝐧𝐝 𝐂𝐄𝐎. "𝐈 𝐰𝐨𝐫𝐤𝐞𝐝 𝐰𝐢𝐭𝐡 𝐀𝐧𝐠𝐞𝐥𝐨 𝐨𝐧 𝐦𝐮𝐥𝐭𝐢𝐩𝐥𝐞 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬, 𝐚𝐧𝐝 𝐡𝐢𝐬 𝐰𝐨𝐫𝐤 𝐰𝐚𝐬 𝐨𝐟 𝐠𝐫𝐞𝐚𝐭 𝐡𝐞𝐥𝐩 𝐢𝐧 𝐚𝐜𝐡𝐢𝐞𝐯𝐢𝐧𝐠 𝐭𝐡𝐞 𝐠𝐨𝐚𝐥𝐬 𝐨𝐟 𝐨𝐮𝐫 𝐜𝐨𝐦𝐩𝐚𝐧𝐲. 𝐇𝐞 𝐢𝐬 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐥𝐞 𝐚𝐧𝐝 𝐯𝐞𝐫𝐲 𝐜𝐚𝐫𝐞𝐟𝐮𝐥 𝐰𝐢𝐭𝐡 𝐭𝐡𝐞 𝐝𝐞𝐭𝐚𝐢𝐥𝐬. 𝐈 𝐫𝐞𝐜𝐨𝐦𝐦𝐞𝐧𝐝 𝐡𝐢𝐦 𝐚𝐭 𝟏𝟎𝟎%" - 𝐉𝐨𝐬𝐞 𝐂, 𝐂𝐄𝐎 "𝐀𝐧𝐠𝐞𝐥𝐨, 𝐝𝐢𝐝 𝐚 𝐠𝐫𝐞𝐚𝐭 𝐣𝐨𝐛 𝐦𝐚𝐩𝐩𝐢𝐧𝐠 𝐭𝐡𝐞 𝐬𝐜𝐨𝐩𝐞 𝐨𝐟 𝐭𝐡𝐞 𝐩𝐫𝐨𝐣𝐞𝐜𝐭 𝐚𝐧𝐝 𝐤𝐞𝐞𝐩𝐢𝐧𝐠 𝐭𝐡𝐞 𝐭𝐞𝐚𝐦 𝐞𝐧𝐠𝐚𝐠𝐞𝐝 𝐭𝐨 𝐦𝐞𝐞𝐭 𝐭𝐡𝐞 𝐝𝐞𝐚𝐝𝐥𝐢𝐧𝐞". - 𝐃𝐚𝐧𝐢𝐞𝐥 𝐀, 𝐏𝐌𝐎 𝐌𝐚𝐧𝐚𝐠𝐞𝐫. "𝐀𝐧𝐠𝐞𝐥𝐨 𝐢𝐬 𝐚𝐧 𝐞𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐭 𝐩𝐞𝐫𝐬𝐨𝐧 𝐚𝐧𝐝 𝐚 𝐠𝐫𝐞𝐚𝐭 𝐩𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥, 𝐰𝐢𝐭𝐡 𝐨𝐮𝐭𝐬𝐭𝐚𝐧𝐝𝐢𝐧𝐠 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 𝐬𝐤𝐢𝐥𝐥𝐬, 𝐈 𝐡𝐚𝐝 𝐭𝐡𝐞 𝐨𝐩𝐩𝐨𝐫𝐭𝐮𝐧𝐢𝐭𝐲 𝐭𝐨 𝐡𝐢𝐫𝐞 𝐡𝐢𝐦 𝐚𝐧𝐝 𝐦𝐲 𝐛𝐞𝐬𝐭 𝐫𝐞𝐜𝐨𝐦𝐦𝐞𝐧𝐝𝐚𝐭𝐢𝐨𝐧 𝐢𝐬 𝐭𝐡𝐚𝐭 𝐈 𝐰𝐨𝐮𝐥𝐝 𝐰𝐨𝐫𝐤 𝐰𝐢𝐭𝐡 𝐡𝐢𝐦 𝐚𝐠𝐚𝐢𝐧". - 𝐌𝐚𝐫𝐢𝐚 𝐅, 𝐓𝐞𝐜𝐡 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞"

Featured Upwork Talent – Canada I have been featured by Upwork on multiple category hire pages as a Top-Listed Freelancer in Canada, including: Web Analytics Specialists – Canada Google Data Studio Specialists – British Columbia Business Analyst / Data Analytics categories A versatile individual, passionate writer, excellent communicator with core financial and analytical skills exhibiting deductive reasoning for problem-solving with 8+ years of corporate experience in Business Analysis, Product Management, Data Analytics and Management Consulting. Industry Experience – Fintech, Media Network, Digital Marketing, Financial Services, Lease Management, Supply Chain Management. I have had an opportunity to work with global companies like Barclays, Odessa and Ernst and Young (Consulting) in Business Analysis/Project Management and Consulting. I have worked for North American clients and my work as consultant included working with North American and European Markets as well. I can comfortably position myself as an eligible candidate with global exposure. Generative AI ✅ LLM Integration (e.g., ChatGPT 4.0, Claude, Gemini) ✅ Retrieval-Augmented Generation (RAG) Pipelines ✅ Prompt Engineering for Feature Design ✅ Vector Database Implementation (e.g., Pinecone, FAISS) ✅ Embedding Models & Similarity Search ✅ Semantic Search & Intelligent Query Routing ✅ Conversational UI/UX with Q&A Chat Interfaces ✅ Summarization and Document Parsing Features ✅ Evaluation Frameworks for LLM Accuracy and Relevance ✅ Use of OpenAI/Anthropic APIs in Production ✅ Fine-tuning and Model Selection Strategy ✅ Alignment of LLM Use Cases to Business Goals ✅ AI Feature Rollouts with Analytics Instrumentation ✅ Ethical AI Considerations & Guardrails ✅ Integration of LLMs into Scalable Product Architecture Product Management ✅Product Strategy and Product Design ✅ Product Roadmap Developement ✅ Software Development Lifecycle (SDLC) ✅ Agile Methodologies/Scrum/Kanban ✅ Requirement Gathering, BRD ✅ Documentation ✅ Business Process/requirement Analysis ✅ Design and Wire-framing ✅ User Stories ✅ Test Strategy/Planning ✅ JIRA and Confluence ✅ Market Research Project Management: ✅ Project Scheduling ✅ Velocity/Capacity Planning ✅ Daily Stand-ups, Daily triages, Retrospective Meetings ✅ Project Proposals, Scope Documents, Work Breakdown Structures, Project Reports ✅ Risk Mitigations and handling Escalations ✅ PM tools and Systems ✅ Delegation of Tasks ✅ Resource Planning ✅ Budgeting and Ad-hoc PM support Data Analytics/Power BI Specialist ✅ Extraction/Cleaning (ETL) ✅ Data Studio/Looker ✅ Amplititude Analytics ✅ AWS Redshift, Quickshift, Kinesis, Glue ✅ Google Analytics ✅ Azure ✅ Apps, SharePoint, Power Automate (Flow), Logic Apps ✅ Data Automation ✅ Dashboard development ✅ Microsoft Power BI ✅ Tableau Development ✅ Data Analysis ✅ Report Design and Visualisation ✅ Data Modelling and Design ✅ Statistical Modeling ✅ Python, R, ggplot2 ✅ SQL, SSIS, PostgreSQL, MySQL ✅ DAX ✅ Time series analysis

Technical Business Analyst, Product Manager & Project Management Consultant with 16+ years of experience delivering data-driven digital solutions in 4 core industries: 🔹Banking 🔹Fintech 🔹Insurance 🔹Human Resources My tenure with Tier-1 organizations like JP Morgan Chase ( 7 Years) , Capgemini (4 Years ) , and Aon Hewitt (2 Years) has endowed me with: 🔹Deep domain expertise 🔹A proven track record of driving results in high-stakes enterprise environments I specialize in: 🔹Evaluating systems, processes, and user experiences 🔹Bridging the gap between business stakeholders and technology teams 🔹Translating ambiguous business problems into clear, structured requirements, process designs, and actionable delivery plans Whether you need: 🔹 A Business Requirements Documentation (BRD) crafted from scratch 🔹 Functional Requirements Documents (FRD) 🔹 User Stories & Acceptance Criteria 🔹 Agile/Scrum Documentation 🔹 An Agile team led through a complex sprint cycle 🔹 A system implementation managed end-to-end 🔹 UAT Planning & Support 🔹 Process Flow Diagrams 🔹 Gap Analysis 🔹 Data Mapping & Workflow Documentation 🔹 Stakeholder Communication 🔹 Project Coordination & Delivery Support I bring structured thinking, strong communication, and enterprise-level execution to every engagement. 𝗞𝗘𝗬 𝗘𝗫𝗣𝗘𝗥𝗧𝗜𝗦𝗘 📌 Business Analysis Requirement Gathering • Functional Analysis • Documentation • Technical Writing • Workflow Analysis • Process Improvement • UAT • Functional Testing • Production Support • Business Process Design • SOPs • Roadmap Delivery 📌 Agile & Project Management Sprint Planning • User Stories • Backlog Management • Stakeholder Management • Risk Assessment • Status Reporting • Vendor Coordination 📌 Domain Expertise Banking • Credit Cards • Fintech • Insurance • HR Systems • Clinical Research • Data Management 📌 Data & Technical Skills SQL • SAS • Informatica • Teradata • ETL • Data Mapping • Data Quality • Reporting 📌 Tools & Platforms Jira • Confluence • MS Excel • MS Project • SharePoint • Tableau • Power BI • Salesforce CRM • ERP Oracle HCM, SAP HR 📌 Methodologies Agile • Scrum • Waterfall • SAFe ✅ Why clients work with me: ✔ I offer a unique combination of Business Analyst, Project Manager, Product Manager, Client Engagement Manager, Client Interview, Operation Consultant, Operation Manager, Business Manager, Technical Business Analyst, Operation Team Member, Business Development Manager and communication leadership roles which are typically handled by separate resources. ✔I serve as a central coordination partner across clients, stakeholders, and delivery teams — simplifying collaboration and improving execution efficiency across projects. ✔ Clear and structured documentation ✔ Strong business-to-technology communication ✔ Enterprise project experience ✔ Reliable stakeholder management ✔ Fast learning and problem-solving ability ✔ Detail-oriented delivery approach In addition to delivery roles, I have participated in hiring panels, helping organizations evaluate candidates and align talent with business and team needs. Clients consistently value my ability to clarify complex requirements, bridge business and technology teams, and drive projects towards successful outcomes, as reflected in my portfolio items Let’s discuss how I can help streamline your requirements and bring delivery excellence to your next project. Thank you!

🚀 Helped increase a European eCommerce brand's Trustpilot score from single digits to 80% during a 6-month consulting engagement 📈 Improved Customer Satisfaction (CSAT) to 85%+ through leadership coaching, QA programs, SOP restructuring, workflow optimization, and accountability systems 👥 20+ years in Customer Service, Operations Management, Team Leadership, and Business Operations 🏆 7 years managing 100+ staff, 5 supervisors, Virtual Assistants, and remote teams 📚 50+ SOP, Process Documentation, Workflow System, and Operations Improvement projects completed 🧭 Creator of structured 30-60-90 Day Operational Roadmaps focused on accountability, KPI improvement, operational stability, and scalable growth I help business owners, founders, CEOs, agencies, and growing companies build operational structure, improve accountability, optimize workflows, and create scalable systems that allow teams to perform efficiently without operational bottlenecks. My experience spans Digital Marketing Agencies, eCommerce Brands, Cleaning Companies, Customer Support Teams, Remote Operations, and Business Process Improvement initiatives where I've managed teams, Virtual Assistants, onboarding programs, customer support operations, SOP systems, quality assurance programs, KPI reporting, escalations, workflow optimization, and operational accountability. Career Overview I began my career in customer service and progressed from frontline Customer Service Representative to Supervisor managing 10–15 staff before advancing into Operations Management roles overseeing 100+ staff and 5 supervisors. This leadership journey developed my expertise in: • Operations Management • Team Leadership • KPI Management • Customer Experience Management • Customer Support Leadership • Quality Assurance Management • Process Improvement • Workflow Optimization • Accountability Systems • Coaching & Development • SOP Development • Business Operations eCommerce Operations Experience As Head of Customer Experience and Customer Service Consultant for a European eCommerce brand serving customers across the Netherlands and Belgium, I focused on: • Customer Support Operations • Customer Experience Improvement • Escalation Management • Refund & Return Analysis • QA Programs • SOP Restructuring • Macro Development • Team Coaching • Performance Management • Operational Stability Digital Marketing Agency Experience Supported agency operations through: • Project Management • Client Onboarding • Team Coordination • Workflow Systems • Reporting & Dashboards • Internal Communications • Accountability Tracking • SOP Creation • Administrative Operations • Project Follow-Ups Cleaning Company Operations Experience Specializing in: • Scheduling Systems • Dispatch Coordination • Customer Communications • Onboarding Processes • Workflow Systems • SOP Documentation • Team Accountability • Administrative Operations • Process Improvement Core Services • Operations Management • SOP Writing • Process Documentation • Workflow Optimization • Process Improvement • Customer Experience Management • Customer Support Leadership • Team Management • Virtual Assistant Management • Remote Team Leadership • Quality Assurance (QA) • KPI Management • Reporting & Analytics • Project Coordination • Onboarding Systems • Accountability Systems • Executive Support • Administrative Operations • Business Operations Consulting • 30-60-90 Day Operational Roadmaps Over the last 3+ years, I have completed more than 50 SOP and workflow-related projects helping businesses transform messy operations into organized, scalable systems with stronger accountability, visibility, and operational efficiency. I approach every business from a leadership, systems, and operations perspective — focused on operational stability, customer experience, accountability, workflow efficiency, and sustainable long-term growth.

I am an Expert-Vetted Project and Operations Specialist with close to three decades of experience helping organisations improve execution, operational structure, and delivery consistency across construction, finance, e-commerce, technology, and professional services. I work with founders and leadership teams when priorities become fragmented, ownership is unclear, and delivery begins to lose momentum. My focus is on aligning people, processes, and systems to create clearer ways of working and more controlled execution. I have managed a £550M portfolio of 375 projects over five years, established PMOs, implemented earned value management, and introduced process and system improvements to strengthen control across time, cost, and quality. On a £1.2B healthcare programme, I restructured a stalled design process and increased completion from 53 percent to 96 percent within five months. I also bring strong experience in contract and change management. In one case, I supported a client facing a $60K contractual claim. By reviewing the contract in detail and identifying key breaches, I established a clear contractual position that resulted in the claim being withdrawn and avoided escalation, saving the client a significant cost exposure. Alongside large-scale programmes, I support organisations transitioning from reactive operations to more structured and scalable ways of working. This has included operational transformation work within a major financial institution in Dubai, where I reduced fragmented processes, established a PMO, and onboarded close to 100 staff onto Monday to improve coordination and visibility. As a Fractional COO, I have implemented operating frameworks (EOS), standardised SOPs, improved cross-functional alignment, and rationalised technology stacks to create more efficient delivery environments. I have also introduced practical AI applications to support research, analytics, and operational workflows. In e-commerce, I managed the recruitment of staff, liaising with suppliers, ensuring stock was on hand, coordination of an in-house team of specialists, and the launching of three multilingual websites, along with Facebook and YouTube ads within a two-week period in preparation for Black Friday/Cyber Monday, contributing to measurable sales growth year on year. I have also supported startups and SMEs in developing scalable operating models and structured delivery processes. I am a Certified Monday Partner, have direct hands on experience with ClickUp, Miro, Notion, and am a Primavera P6 super user, amongst other systems. I am currently working towards PMP certification and an MBA, while continuing to expand my capabilities in AI and automation.