Khawaja Sehrosh Gohar

Key Responsibilities:

• Leading IT operations strategy, performance, and transformation across the organization.
• Overseeing IT project portfolios, internal tooling, infrastructure optimization, and risk mitigation.
• Managing the organizational knowledge base, and contributing to cross-departmental digital transformation.
• Identifying and implementing technical solutions to maintain a competitive advantage.
• Managing vendors, contracts, and service levels.
• Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
• Streamlined processes through the automation of routine tasks, increasing team productivity, and reducing manual effort.

Achievements:

• Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
• Revamped the entire IT tech stack, resulting in $300,000 in cost savings in the first two quarters.
• Implemented a conversational AI bot for the support team, improving resolution efficiency.
• Elevated cross-functional IT project delivery, with enhanced reporting and collaboration mechanisms.

Key Responsibilities:

• Oversaw and managed end-to-end IT operations globally, including hardware/software procurement, ticketing systems, and vendor management.
• Administered CRMs, designed custom dashboards, SLAs, and workflows.
• Executed onboarding and offboarding procedures, with adherence to security protocols.
• Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
• Delivered end-user training on new technologies, increasing adoption rates among employees.
• Managed and updated IT policies, ensured endpoint protection via Xcitium, and facilitated internal process audits.
• Led vendor negotiations, license renewals, and contract management.
• Supervised internal and external audits for regulatory compliance.
• Optimized usage of tools through continuous license management and utilization analysis.
• Reduced operational costs through comprehensive process improvement initiatives, and resource management.
• Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
• Oversaw inventory management, optimized stock levels, and reduced waste.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Optimized incident response times by developing and implementing streamlined process for handling security breaches.

Achievements:

• Negotiated software purchases worth $2.5 million, saving $1.5 million through strategic deals.
• Reduced the inventory costs by 50%.
• Migrated data from G-Suite to Zoho Workplace for contractual employees.
• Successfully led the company to achieve HIPAA, GDPR, and SOC 2 compliance.
• Implemented and configured a Workforce Management Tool with a 70% discount, training cross-functional teams.
• Achieved a 95% CSAT while resolving over 2,000 tickets daily.
• Met and exceeded service goals: 98% FRT (15 minutes), and 94% ART (60 minutes).
• Enabled network infrastructure whitelisting to ensure business continuity, and avoid disruptions.
• Created comprehensive performance reports and defined KPIs for operational insights.
• Resolved staff member conflicts, actively listening to concerns, and finding appropriate middle ground.
• Maximized performance by monitoring daily activities and mentoring team members.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.

Key Responsibilities:

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Led and oversaw a team of sourcing and supply chain professionals, providing guidance and direction to ensure efficient operations. -
• Coordinated with cross-functional teams to deliver projects on time and within budget.
• Oversee daily operations and track the team’s performance as per the KPIs.
• Managed supplier relationships, supplier assessment, onboarding, negotiations, and contracts to optimize costs and maintain quality standards.
• Managing customer queries, processing returns, managing trade agreements, and refunds.
• Developed and implemented sourcing strategies to ensure a steady supply of materials, products, or services.
• Maintained accurate inventory levels through demand planning.
• Prepared and delivered reports on sourcing activities, cost savings, and supplier performance to the management team.
• Review processes to streamline efficiencies and impact cost, delivery, service, and other metrics.
• Created and managed purchase orders, ensuring precision, and on-time delivery.

Achievements:

• Achieved a 98% CSAT (Customer Satisfaction Score) by resolving client queries efficiently and maintaining consistent communication.
• Maintained 99% accuracy in handling customer queries, returns, and trade agreements across a portfolio of enterprise clients.
• Improved on-time delivery of sourcing projects by 15%, ensuring all procurement activities met strict deadlines and quality standards.
• Designed and implemented a demand planning process that decreased stockouts by 30% across key product lines.

Key Responsibilities:

• Walked customers through basic troubleshooting tasks.
• Resolved issues with systems, hardware and telephones quickly and accurately.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Resolved complex technical issues for better client experience and smoother operations.
• Configured hardware, devices, and software to set up work stations for employees.
• Collaborated with cross-functional teams to resolve escalated issues effectively.
• Fielded an average of 40 inbound phone calls to deliver support and remotely resolve service issues.
• Resolved 60 to 70 technical support inquiries per day.
• Routed advanced technical problems to Tier 3 for resolution

Achievements:

• Handled 40+ inbound support calls per day, achieving a 96% satisfaction score in post-call feedback surveys.
• Reduced average issue resolution time by 20% through streamlined troubleshooting practices and knowledge base use.
• Promoted to Tier 2 Support within three months based on strong performance, fast issue resolution, and high customer satisfaction.

Key Responsibilities:

• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Established clear performance metrics for the team, which helped in tracking progress toward set targets effectively.
• Managing customer queries, processing returns, managing trade agreements, and refunds.
• Coordinate with other departments to highlight areas for improvement.
• Review customer complaints and concerns, and seek to improve the customer experience. - Set KPIs and create utilization reports in order to manage team members' performance.
• Monitoring and proactively following throughout the operations, from sales to procurement.
• Setting quarterly goals for team members, and evaluating their performance.
• Provides guidance and feedback to help strengthen the team's ability to accomplish goals.
• Responsible for cross-training each team member within that cluster of a team to ensure backup coverage during emergency time-offs.
• Analyzing critical scenarios that may affect client relations, and providing feedback to management, along with suggestions.
• Managing customer queries, processing returns, managing trade agreements, and refunds.
• Coordinate with other departments to highlight areas for improvement.
• Review customer complaints and concerns, and seek to improve the customer experience.

Achievements:

• Boosted team productivity by 22% through structured coaching sessions and quarterly performance reviews.
• Achieved zero unplanned downtime during team absences by implementing a robust cross-training and backup coverage model.
• Improved employee engagement scores by 18% through regular recognition initiatives and open feedback channels.
• Resolved over 3,000 customer queries per month, with a 99.5% accuracy rate, ensuring minimal escalations.
  

Key Responsbilities:

• Monitored sales organization's compliance with corporate standards of record-keeping for customer personal information, sales records and validation reports.
• Trained team members in proper data entry and contract execution within available electronic tools and platforms, demonstrating streamlined sales practices.
• Assigned sales organization objectives to sales team members in accordance with production schedule to meet business volume demands.
• Informed sales team on availability and interpretation of forecasting and territory management data to enable team members to close more sales.
• Update new products and prices, and remove products (customer’s request or end of life) as part of catalog maintenance.
• Create a relevant SOP for the accounts and activities assigned, up to date.
• Highlight the count and exceptions to the Sales team.
• Act as a liaison between sales and other departments to remove obstacles, facilitate the delivery of service to customers, and address issues impacting sales teams.

Achievements:

• Developed and maintained SOPs for 10+ key sales workflows, leading to a 30% decrease in onboarding time for new team members, and improved process consistency.
• Acted as the central point of coordination between sales, operations, and procurement, resolving 95% of escalated interdepartmental issues within 48 hours.

Key Responsibilities:

• Event management for the client. Liaising with the client to ascertain their precise event requirements.
• Producing detailed proposals for events (e.g., timelines, venues, suppliers, legal obligations, and budgets).
• Manufacturing spotlights online marketing activities (email marketing, SEO, and social media marketing).
• Working on online marketing tools and creating and maintaining clients' collateral brochures and websites.
• Email marketing through the creation of multi-step campaigns, which involves creating landing pages, confirmation emails, email invites, and their respective RSVP forms.
• Coordinating with the Graphics Design and Application Development department to ensure the timely completion of tasks.

Achievements:

• Learned Photoshop and Illustrator to create brochures and event infographics in-house, reducing campaign launch time by 2 days, and eliminating dependency on the design team.