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Ahmed Raza Ansari
Pioneering Digital Transformation Through Digital Mastery
Corniche, Abu Dhabi, UAE www.linkedin.com/in/ahmedrazaansari
(+971)-58 526 7251, (+91) 887 942 5496
[email protected]
Seasoned professional with over a decade of experience leading IT and businesses to innovate, transform, and scale their
organizations to achieve success. Keen technical leader specializing in continuous automation, digital transformation, and
change strategies, with a strong focus on delivering tangible results. Currently spearheading CRM replacement strategy
within ADIB, driving adoption of a modernized Dynamics CRM platform. Known for quick learning and analytical thinking,
consistently resolving ongoing issues or defects, and often sought after for consulting on challenging problems.
Soft Skills Hard Skills
Tech Savviness CRM Sales
Change Leadership CRM Customer Service
Cross Functional Collaboration CRM Marketing
Business Insight and process Improvement Data Warehouse
Coaching and Mentoring System Architecture
Teamwork and collaboration MS SQL
Decision Making Co-Pilot Gen AI
Critical Thinking
Problem Solving
Adaptability
Work History
2019-03 - Current Digital Transformation Lead
Abu Dhabi Islamic Bank, Abu Dhabi
• Evaluated multiple CRM providers for modernizing existing system landscape across MPM
properties, ADIB securities and ADIB Bank.
• Implementing virtual conversational gen AI virtual agent for call center and outbound
sales to increase revenue by 5 per cent and decrease operational cost by 3 per cent.
• Owns the CRM application in the bank for all retail division across, spanning across from
customer acquisition, sales and services, customer retention and satisfaction ensuring
uptime of 99.5 per cent
• Directed the design, implementation, and support of CRM application, ensuring project
success and BAU continuity as per strategic directives
• Implemented the eReceipty paperless QR module, integrating with hardware providers
such as Emirates ID readers, Passport Scanners and Microsoft Surface Tablets resulting in
savings of 1 Million papers each month
• Delivered OMNI channel customer experiences across lending modules, including
personal finance, auto finance, home finance, and covered cards, resulting in 5%
reduction in onboarding time.
• Led data replication initiative using Oracle GoldenGate, cutting daily load time from hours
to few minutes.
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• Automated Marketing campaigns on CRM platform transforming prospect landscape
from leads to accounts, reducing marketing spend by 2%
• WhatsApp Chatbot Implementation: Designed and executed the ADIB WhatsApp
chatbot, enhancing customer experience and achieving a leading chatbot status in the
UAE
• Applied customer retention workflow to drive customer satisfaction and retention,
enabling agents to help customers find and select products, and real time offer
recommendations.
• Spearheaded another paperless initiative for on us cash withdrawal process while digitizing
customer receipts for and implementing QR codes.
• Responsible for multiple business as usual for multiple branch applications, including Teller
Application, Queue Management System, and Signature Capture and Verification,
maintaining 99.5 % uptime
2016-09 - 2019-03 Senior Consultant / Senior Business Analyst
Acidaes Solutions Private Limited, Mumbai
• Responsible for overall end to end implementation of CRM project right from
conceptualization, determining platform structure to end mile delivery
• Meeting new clients to understand their CRM and process requirements and incubate
acquired relationships
• Conducting requirement elicitation workshops through brainstorming, interviews and
prototyping
• Directly leading and motivating a team of analysts, developers and testers tasked with
creating and implementing breakthrough CRM solutions
• Implemented persona builder an analytical CRM customizable model for a core customer,
allowing to customize user experience and provide one to one pricing on digital products
• Re-engineer business process to ensure accurate CRM rollout
• Configured out of the box objects such as Leads, Accounts, Opportunities as well as
custom fields, reports and dashboards in CRM based on customer needs
• Creating and managing project schedule and participating in performance standard
discussions
• Resource allocation and prioritization based on complexity and timelines of project
• Administered and monitored company's CRM application, created workflow rules for
automating routing, escalation and email alerts
• Responsible for creating, managing and delivering documents like understanding
document (UD), solution approach document (SAD), business requirement document
(BRD), cost and effort estimation, and use cases (UC)
• Worked in a fast paced work environment on projects involving complex and technical
data integrations from various source systems into CRM and managed multiple projects
simultaneously
2016-02 - 2016-09 Management Trainee
Motilal Oswal Financial Services Limited, Mumbai
• Selected for highly coveted management training SPARK program, designed to groom
leaders after post graduate studies
• Rotation program under the direct mentorship of Chairman Raamdeo Agarwal to allow for
broad exposure to Broking & Distribution and Business Operations business units
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• Responsible for monitoring business activities of various departments and creating monthly
reports for management
• Suggested continuous improvement (PDCA) cycle and benchmarking methodology using
Kanban dashboards
• Updated company's standard operating procedures and supported in achievement of
ISO 9000 certification
2013-01 - 2014-07 Software Developer
Inogic Tech India Private Limited, Mumbai
• Implemented ticketing portal on dynamics 365 for Seahawks using a mixture of Microsoft
dynamics, HTML5 and Javascript for booking stadium tickets from the counter
• Developed integration between Intuit Quickbooks and Dynamics 365 CRM to synchronize
transaction details and aging details from Quickbooks to CRM and provide 360 degree
view of customer
• CRM users were able to calculate tax, send quotes/orders/invoices to customers through
Dynamics CRM
• Developed event booking solution on Dynamics CRM for Hitachi using Eventbrite API's with
customized payment processing solution
• Steered development of geo-analytical mapping solution to seamlessly integrate Bing
Maps with Dynamics CRM with features such as Appointment Planner, Radius Search,
Optimized Routing Solution, and Heat Maps
• Responsible for pre sales demonstration preparation and walk through of the solution to
potential prospects
• Develop Microsoft Dynamics CRM Custom parts, Revise, update, refactor, and debug
code (plug in, workflow, data migration, new web forms, site-map)
• Lead the code review quality initiatives to ensure that the code being deployed meets the
standard established by the customer
• Develop technical solutions designs and implementation plans, Test and deploy Dynamics
365 solutions
• Educating other team members and giving support to client as after delivery service
2012-04 - 2013-01 Trainee Software Engineer
Intelliswift Software Inc., Mumbai
• Developed web crawler scripts using Perl and PHP languages to search, capture and
report price trends over shopping websites
• Met business requirements by implementing new features on web-based application
• Addressed all business requirements and user interfaces with created specifications
• Improved performance and readability with revisions and refactoring of existing code
Education
2014-08 - 2016-07 MBA: Finance
Rizvi Institute of Management Studies - Mumbai
2007-09 - 2011-06 Bachelor of Engineering: IT
Dr. P.g. Halakatti College of Engg. & Tech. - Bijapur, Karnataka
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Certifications
2023-02 NASBA certified on RPA, AI and Cognitive Tech, 02/01/23
2023-02 Foundations of the Fourth Industrial Revolution Industry 4.0, 02/01/23
2023-02 AI-First Product Leader, 02/01/23
2023-01 Digital Technologies: AI, IOT, Robotics and Blockchain, 01/01/23
2023-01 CRM sales strategy using UI and automation to sell more, 01/01/23
Hobbies and Interest
• Gaming
• Gym
• Cooking
• DIY
• Vlogging
