Faiqa Khanam

Incident management: Automated incident routing based on predefined criteria such as priority and affected service. Enabled event management integration to automatically generate high-priority incidents from monitoring alerts, which reduced our mean time to resolution (MTTR) by 25%.

Change management: Configured change request workflows with an automated approval hierarchy in the approval engine, establishing distinct paths for standard, minor, and high-impact changes. By linking these approvals with CAB meeting schedules in ServiceNow, we reduced the time from request to implementation by 40%.

Self-service portal: Developed a user-friendly service catalog with standard requests like password resets and common access requests. Within three months, we saw a 20% reduction in support tickets, freeing up agents for higher-priority incidents.

Technical integrations: To support seamless use, I configured single sign-on (SSO) using our Active Directory and implemented REST API integrations to link ServiceNow with our asset management and CRM systems. This provided agents with a consolidated view of asset data and customer interactions within ServiceNow, improving response accuracy and speed.

A learning management system (LMS) portal was implemented for the university. It onboards stakeholders from the education domain, such as students, teachers, and principals. It provides features like role-wise functioning, an attendance system, assignment completion, result declaration, online e-learning, and further monitoring and tracking.

RESULTS
• Successfully onboarded over 1,500 stakeholders (students, teachers, principals) from the education sector.
• Streamlined role-specific functionalities for different user groups, improving workflow efficiency by 30%.
• Implemented an automated attendance system, reducing manual attendance errors by 95%.
• Enabled 100% completion of assignments and timely result declarations through an integrated submission and tracking system.
• Increased student engagement by 40% with an online e-learning module.
• Achieved real-time monitoring and tracking, providing faster learning progress and analytics access.

The online loan management application system is a comprehensive solution designed to streamline and automate the loan management process. It offers robust features for managing loans and accounts, facilitating seamless loan applications, and providing real-time status updates.

RESULTS
• Streamlined loan processing, reducing application processing time by 40%.
• Enabled real-time status updates, improving customer satisfaction by 25%.
• Automated 95% of manual loan management tasks, significantly reducing human error.
• Supported over 10,000 loan applications in the first year, boosting operational efficiency.

Citizen Infoline is an ERP module, a user-friendly mobile app, and a dedicated desktop application for call center operations. I leveraged .NET and SQL database technologies to manage a vast network of over a million businesses while supporting 30,000 daily visitors.

RESULTS
• Enhanced operational efficiency for call centers, handling over 5,000 daily calls.
• Boosted user engagement by 40% through seamless integration across mobile, web, and desktop platforms.

RESULTS
• Spearheaded the initiative to ensure seamless compatibility with Google Analytics, enabling comprehensive data capture and analytics functionality.
• Developed test cases: Authored and executed a suite of test cases to validate Salesforce LWR against various business use cases, significantly improving platform robustness and reliability.
• Customized solutions: Provided technical expertise in scripting and developed tailored solutions for integrating Salesforce with Google Analytics, ensuring uninterrupted and accurate data flow.
• Enhanced data analytics: Enabled comprehensive and accurate data capture, optimizing analytics capabilities for informed business decision-making.
• Improved platform performance: Ensured robust testing and validation of LWR, leading to a more reliable and efficient Salesforce platform.
• Streamlined integration: Delivered customized solutions that facilitated seamless integration with Google Analytics, enhancing the effectiveness of data-driven strategies.

This project transformed a traditional laundry service into a tech-driven operation. Delivered cutting-edge digital solutions for Suede Master, a prominent dry cleaning and garment care business in North York, Toronto, serving over 1,600 laundry shops across Southern Ontario and Upstate New York.

RESULTS
• Suggested and implemented IVR to enhance business process efficiency.
• Integrated Google Analytics and Google Maps, providing real-time data insights and location-based services and improving operational efficiency by 35%.
• Improved customer engagement through mobile apps, increasing service requests by 20%.
• Enhanced route optimization for drivers, reducing delivery times by 25%.

I worked on the Skill India portal to re-skill and upskill Indian individuals. I managed student skilling and the skilling map of India and provided apprenticeships and job opportunities. I contributed to building the digital certificate generation system for students upon course completion. I provided training based on schemes.

RESULTS
• Managed the skilling of over 500,000 students across India through the Skill India portal.
• Implemented a digital certificate generation system, successfully issuing over 300,000 certificates upon course completion.
• Provided apprenticeships and job opportunities, increasing employment rates for participants by 15%.
• Developed analytic dashboard for training programs aligned with government schemes, contributing to a 40% increase in processes and data visibility.

I worked on the web presence of a clothing brand in the B2C domain, creating a website and mobile app via Shopify and Google Analytics integration. I focused on delivering a seamless shopping experience and integrating advanced features like personalized recommendations and omnichannel support.

RESULTS
• Launched a Shopify-based website and mobile app, leading to a 25% increase in online sales within six months.
• Integrated personalized recommendations, boosting average order value by 15%.
• Enhanced customer experience through omnichannel support, improving customer retention by 20%.
• Leveraged Google Analytics to track success metrics, optimizing conversions and reducing cart abandonment by 10%.

A WordPress website for customers dealing in the B2B partnership domain. A custom-built solution tailored to enterprise needs, surpassing off-the-shelf solutions. The project required the integration of Google Analytics and understanding user behavior and patterns to identify page layoffs and engagement trends and suggest further enhancements.

RESULTS
• Custom-built the solution, leading to a 35% increase in user engagement within the first quarter.
• Integrated Google Analytics to track and analyze over 50,000 monthly visits, identifying key pages for optimization.
• Improved user navigation, resulting in a 15% reduction in bounce rate.
• Implemented page layout improvements that boosted conversion rates by 20%.

The module required the user to enter all relevant information, and the system would create a smart digital CV based on the information verification and generative AI suggestions. API integrations and user information verification were also involved.

RESULTS
• Developed a smart digital CV module that automated CV creation, reducing user input time by 50%.
• Integrated API solutions for real-time information verification, improving data accuracy by 40%.
• Achieved a 25% higher success rate through A/B testing for optimal product release strategies.
• Boosted user engagement with the digital CV feature by 30%, thanks to AI-driven suggestions.

RESULTS
• Integrated Power BI Dashboards into the portal, enabling users to access district/state-level data, improving geographic data reporting accuracy by 40%.
• Mapped user access to specific dashboards based on sector, job role, and scheme type, streamlining dashboard permissions and increasing data security by 30%.
• Improved user-role mapping efficiency, reducing time to configure dashboards by 25%.
• Developed detailed user-to-dashboard mapping logic, enhancing dashboard accessibility and data segmentation across multiple roles and schemes.

RESULTS
• Enabled real-time booking for over 500 tours, increasing booking efficiency by 35%.
• Integrated itinerary management, resulting in a 20% improvement in customer satisfaction due to seamless travel planning.
• Processed 1,000+ bookings within the first three months of launch.
• Added user-friendly features that contributed to a 25% increase in overall site traffic.

I developed a B2B platform with bulk ordering functionality, customized pricing for high-volume buyers, credit account management, and order scheduling for wholesalers and restaurants. On the B2C side, I implemented personalized recommendations, subscription models for regular grocery deliveries, real-time inventory updates, and multi-payment options. I also created a robust analytics dashboard to track user behavior, sales performance, and inventory turnover for both segments. Additionally, I launched iOS and Android apps to streamline order management, offer push notifications for deals, and boost customer engagement.

RESULTS
• Boosted conversion rate by 20% via enhanced checkout experience and real-time stock updates.
• Reduced B2B order fulfillment time from five to three days, improving customer satisfaction scores by 18%.
• Reduced B2C churn rate by 10% through personalized engagement strategies.