Muhammad Mazhar Shakeel

Lead end-to-end Customer Experience optimization across merchant and user onboarding journeys, partnering with Product, Tech, and Risk teams to streamline digital adoption while maintaining robust KYC and fraud-prevention controls. Direct Voice-of-Customer architectures and complaint trend analysis to identify root causes of service failures and steer product and CX roadmap enhancements.

Steered end-to-end product rollout plans across cross-functional teams, ensuring seamless feature deployments. Managed cross-functional execution of accessibility updates and navigation improvements, boosting customer experience and usability metrics by 25%.

Managed end-to-end client communications and business relations for US-based B2B accounts, ensuring alignment with international service standards. Directed Amazon Virtual Assistants, leading to a 25% increase in positive customer feedback.

Represented the UK-based global qualifications body in Pakistan, aligning national program rollouts with international curriculum and compliance benchmarks. Established strong government ties, culminating in program recognition at the national level.

Enhanced operational efficiency by 20% and reduced errors by 20% through effective SOP oversight, ensuring full staff compliance, managing client services and operations, and delivering 15% cost savings through vendor management.

Monitored project delivery schedules against defined milestones, identifying operational risks early to ensure deliverables met strict quality and timeline benchmarks. Coordinated multi-stakeholder progress reviews, quality checks, and formalized documentation under international development compliance frameworks.

Completed an MBA in Business Administration from Anglia Ruskin University from 2015 to 2016.

Earned a Post Graduate Diploma in Innovative Management from Coventry University from 2011 to 2012.

Obtained a Post Graduate Diploma in Strategic Management from the Chartered Management Institute from 2009 to 2010.