Saadia Khan

ad1v0r@r.postjobfree.com * https://www.linkedin.com/in/saadiakhan1 *San Jose, CA * 669-***-****

• A customer-centric, outcome-focused professional with expertise in Operations Management.

• 15-year career across Microsoft and Cisco

• Amplified customer and partner experience by 70% through strategic CS tool deployment at Microsoft.

• Demonstrated impactful results with an 85% reduction in complaint resolution time at Cisco. Experience

Client Relationship Manager, About Xtreme, Microsoft Gold Partner Dec 2022 – Present

• Orchestrated M365 workshops in alignment with eligibility criteria, driving enhanced employee productivity.

• Coordinated Azure advising for cost savings and revenue growth, showcasing strong strategic value.

• Proactively contacted prospective clients to present services, resulting in successful client acquisition. Multiple Project roles, E Consortium, QuickR Health Aug 2021 – May 2022

• Led and executed strategic projects, utilizing existing resources to ensure project success.

• Facilitated cross-functional collaboration, effectively conveying challenges, timelines, and key achievements.

• Supported Project Manager in resource planning, and task coordination, enhancing project operations.

• Improved electronic medical record application product design, contributing to increased value.

• Researched and analyzed quality processes and tools, fostering innovative initiatives for EHR development.

• Assessed EHR market potential and company capabilities using the Real Win Worth tool.

• Influenced product roadmap through customer insights, driving improved product development. Client Relationship Manager, About Xtreme, Microsoft Gold Partner Jan 2017 – Dec 2019

• Led effective FastTrack digital transformation, aligning Azure and Chatbot services with customers.

• Partnered with leadership to devise impactful Azure customer satisfaction strategies.

• Designated point of escalation for prompt resolution of client issues, in collaborating with account managers. Project Support, RenovoRX Biopharmaceutical Jan 2015 – Jun 2015

• Revamped clinical data acquisition forms and achieved a 60% surge in CSat through patient feedback analysis.

• Implemented a data validation system to ensure the accuracy of clinical data, enhancing feedback. Personal Loss – Husband passed away. Took break before commencing Masters in Aug 2014 Nov 2012 – Jul 2014 High Touch Operations Manager, Cisco Systems Jan 2011 – Nov 2012

• Resolved escalated service incidents for managed accounts, ensuring contract renewals.

• Mitigated 80% of recurring issues through root cause analysis and proactive health checks.

• Played a pivotal role in the efficient allocation of resources, leading to the resolution of critical situations and the uninterrupted operation of the sites.

• Collaborated with cross-functional teams to optimize customer experience.

• Translated high-severity incident updates to Cisco and senior client management finally improving resolution.

• Spearheaded asset upgrade and migration projects for technology advancement.

• Delivered Quarterly Business Reviews, highlighting successes and improvement areas to stakeholders. Customer Service Team Leader, Microsoft Mar 2000 – Jun 2010

• Accelerated customer response time by 30% through efficient triaging and data analysis, with quality resolutions.

• Drove cross-functional collaboration to optimize processes.

• Maintained KPIs by enhancing training, feedback, and knowledge base, meeting SLAs.

• Served as a rapid response backup and ensured operational continuity by responding to emergencies promptly.

• Spearheaded an 8-month project for service tool deployment and earned regional recognition.

• Managed survey fielding, data analysis, and reporting to improve customer service.

• Achieved consistent customer satisfaction, achieving recognition for outstanding CSAT performance.

• Demonstrated expertise in the SQL environment and contributed to the management of customer profiles.

• Leveraged feedback for continuous improvement, enhancing operational excellence. Education

• M.S., Quality Assurance, Engineering Technology from San Jose State University, CA Jan 2020 - Dec 2022

• M.S., Medical Product Development Management from San Jose State University, CA Aug 2014 - Dec 2016

• E-commerce and HTML from UC, Santa Cruz Jan 2000

• B.S., Marketing Management from Southeastern University, Washington D.C. Skills and Training

M365, Office 365, Customer Services, PMP trained, ITIL v3 Foundation trained, Six Sigma, e-commerce trained, Tableau trained, NIH certification in Protecting Human Research Participants, Agile Foundation (ACP-AF) Academic achievements

• Awarded Epsilon Pi Tau, an honor society recognized for academic excellence in Spring 2021 Academic Research Projects

• Capstone: Design and Quality control to reduce CPAP medical device user complaints.

• Capstone: Developed a business plan to procure and distribute frugal medical devices.

• Regulatory Affairs: Researched policies and procedures to launch novel medical devices, adhering to GDP.

• Clinical Development Management: Conducted Tinnitus research.

• Clinical Trials: Assessed patient rights and safety protocols.

• Continuous Improvement System Management: Applied Six Sigma to enhance Voltage Level Translator.

• Quality Management Systems: Designed and implemented a Material Review Board for a PCA company.

• Measurement System and Analysis: Evaluated indoor and outdoor GPS signal strength. Interests

Authored the inspirational children's book "Walnut Grove Woods," published on Amazon ISBN-13: 979-885-***-****. Used AI technology to generate the book's illustrations, infusing creativity, and innovation into the project. References:

1) Arnaud Trache, Microsoft, Greater Paris Metropolitan Region Email: ad1v0r@r.postjobfree.com

2) Suhail Abdul Salam, Microsoft Principal Cloud Solution Architect Engineer, Mississauga, Ontario, Canada Email: ad1v0r@r.postjobfree.com

3) Jihad Al-Hazineh, Microsoft Customer Success Account Manager Management, Jacksonville, Florida, Email: ad1v0r@r.postjobfree.com

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