Naziya Hasan

•Led the development of a Smart Admin Dashboard for Costpoint Dela AI, resulting in a 35% increase in feature adoption and improved customer satisfaction across admin interfaces.
•Launched predictive analytics module (“AI Insights”) that enabled smarter decision-making, driving a 25% improvement in operational efficiency for admin users.
•Conducted comprehensive market research, customer journey mapping, and competitive analysis to refine product strategies, achieving a 15% increase in feature adoption among B2B clients.
•Led the design and execution of property portal features with integrated API development, improving user experience and platform usage by 25%, alongside a 10% boost in user retention.
•Designed A/B testing experiments for new dashboard features, helping prioritize the most impactful changes and increasing engagement by 12%.
•Identified new revenue opportunities by analyzing user behavior and KPI dashboards, contributing to a 10% upsell growth for premium feature modules.

•Led the migration of a legacy on-premise contact center to a cloud-based architecture, achieving a 25% reduction in operational costs and improving scalability to handle a 40% increase in call volume during peak periods.
•Defined and prioritized the development of intelligent IVR and call routing features, reducing average call handling time by 20% and boosting customer satisfaction scores (CSAT).
•Collaborated with engineering, UX, and business teams to execute data-driven decision-making, enabling a 15% increase in First Call Resolution (FCR) and improved stakeholder satisfaction.
•Built feedback loops across international call centers and airport operations, using customer journey mapping to enhance agent workflows and service quality.
• Drove agile delivery processes, ensuring sprint planning, story mapping, and backlog grooming aligned with product roadmaps and stakeholder needs.

•Created user stories, process flows, PRDs, and wireframes (Figma, Balsamiq) for new dashboards, leading to a 35% adoption boost within three months.
•Led A/B testing initiatives to validate new feature rollouts, improving customer conversion rates by 18%. Spearheaded the integration of ACH and RTGS payment capabilities, reducing payment processing time and enhancing transactional speed and flexibility for users.
•Identified improvement opportunities in the B2B financial tools workflow, leading to a 40% surge in customer onboarding post-digital transformation.