shalima asgarali

Led the design and implementation of national digital processes, enhancing service delivery. Developed frameworks and templates for Benefits Realization Management and Knowledge Management, and facilitated training to strengthen cross-team capabilities.

Designed and documented processes for an omnichannel Contact Centre, assisting in the launch of Digital Banking and delivering frameworks to streamline customer service delivery.

Designed and implemented a Continuous Process Improvement Framework, leading to significant process standardization and redesigns, resulting in substantial annual savings.

Built KPIs and implemented quality assurance frameworks, evaluating vendor performance and facilitating training to address quality gaps across departments.

Developed reports and dashboards to track quality metrics, implementing QA policies that improved operational consistency across business units.

Provided frontline customer support across telecom services, generating KPI scorecards and contributing to reporting templates for enhanced decision-making.

Taught Mathematics and Integrated Science, fostering a positive learning environment and engaging students in the curriculum.

Completed an MBA in Business Administration, focusing on strategic management, organizational behavior, and business analytics, equipping me with advanced skills to drive business improvements.

Earned a BSc in Business Information Technology, which provided a solid foundation in both business principles and IT systems, preparing me for a career at the intersection of technology and business.