Managing Director Advisory Services
Resume:
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EXPERIENCE
Founder/Managing Director - (Oct **23 – present)
Zarrugh Consultancy LLC
Offering consulting and advisory services to global businesses spanning diverse industries, especially those looking to enter or expand within the US markets. Our aim is to improve their effectiveness and efficiency in all aspects of business strategy and execution. Principal Partner - (Aug 2022 – present)
Key Bridge Capital
Serving small to medium-sized businesses (SMBs) across various industries in advisory services related to equity finance, M&A, strategic alliance, and market research, as well as consulting in areas on strategic planning, product development, digital transformation, operations management, process improvement, performance management, and customer experience related effort with key focus on data and applied analytics to drive scaled sustainable value. Key Deliverables:
• Consulted and positioned a Singapore based fintech startup on operational improvements and strategic alliance with a U.S. based financial services company for growth and synergy to capture more of the B2B cross border payment market
• Advised and supported a healthcare diagnostics company on strategic positioning and capital raising, with successful initial rounds of funding of $10MM Strategy Consulting Leader - (Oct 2017 – Mar 2022) Wells Fargo Consumer & Small Business Banking
Driving transformational strategic initiatives to improve controls, reduce cost-to-serve, and increase customer value across products, businesses, channels, and functions. Key Deliverables:
• Established customer journey mapping w/ key adverse events for improved processes/controls
• Changed service treatment strategies to reduce contact center expenses (improved FCR by 5%)
• Proposed performance management changes to reduce KPIs toward 3 indices
• Improved digital adoption by 10% w/ targeted analytical approaches on customer behavior
• Developed servicing strategy with HNW/Private Bank customers (improved NPS by 5%) Internal Consultant Executive - (Sep 2006 – Oct 2017) JPMorgan Chase Consumer & Community Banking
Leading transformational consulting teams with strategy & applied analytics to meet various business needs and help solve high profile strategic and operational challenges. Key Accomplishments:
• Modeled customer channel behavior or preference (impact on call center operations)
• Developed attrition management models for Credit Card Services
• Built customer-level fee assessment sensitivity models for Consumer Banking
• Designed analytical reporting platforms & metrics Key Measurable Outputs:
• Reduced full-service channel customers w/ annualized savings of $12MM
• Initiated process-improvement proposals to Claims Operations w/ annualized savings of $50MM
• Transformed fee servicing towards differentiated treatment w/ annualized savings of $180MM
• Reduced customer attrition in credit card businesses w/ annualized savings of $1MM Contract Management Consultant - (Aug 2004 – Aug 2006) Oregon Department of Revenue
Providing consulting services on various initiatives within the agency’s business division to design and develop decision support systems for improved account receivable, revenue projection, budgetary outlays, and resource allocation decisions. Key Deliverables:
• Redesigned collection processes based on willingness/ability to pay with improved compliance
• Enhanced servicing strategies through outbound targeted communication
• Decreased receivables by over 30% in two years (from $3.8B to $2.6B) MOHAMED ZARRUGH
Transformational Change Leader/Executive
With over 25 years of extensive experience, I possess unique expertise in leading and supporting strategic transformational changes across diverse industries like government, technology, finance, and health care. Throughout my career, I have successfully undertaken projects in organizations of all sizes, from small and medium-sized enterprises to Fortune 500 companies. With a systematic, data-driven approach to assess processes, systems, and people enables me to create strategic frameworks with unwavering dedication to customer and client driven needs that enhance value propositions for sustainable outcomes. My track record showcases significant contributions in transforming strategies, operations, processes, digital presence, risk/control measures, performance metrics, employee experience, and customer lifetime value. These impactful contributions benefit businesses and consumers alike serving society as a whole. Contact:
ad5yhs@r.postjobfree.com
Scottsdale, AZ USA
Business Skills:
Leadership/Strategy Consulting/Strategic
Planning/Operations Management/Value
Proposition Analysis/Performance
Management/Balanced Scorecard/Change
Management (CM)/Lean Management/Agile
Methodology/Contact Center Operations/First
Contact Resolution (FCR)/Process
Improvement/Business Process Automation
(BPA)/Product Development/Digital
Transformation/Enterprise Process
Mapping/Customer Journey
Mapping/Customer Experience/Net Promoter
System Design (NPS)/Customer Service
Design/Customer Lifetime Value &
Retention/Quality Assurance/Statistical
Process Control/Lean Six Sigma/Total
Quality Management (TQM)/Kanban
Workflow Management/Risk
Management/Knowledge
Management/Customer Relationship
Management (CRM)/Enterprise Resource
Planning (ERP)/Analytical Method
Development/Operations Research/Systematic
Process Improvement/Analytical Model
Development/Key Performance Indicators
(KPI) Development/Metric & Dashboard
Design
Technical Skills:
Big Data Development
(Hadoop)/SQL/Teradata Suite of Products/MS
Server/MS Power BI/Google
Analytics/Google BigQuery/IBM SPSS
Statistics/Excel Solver Modeling/Excel-based
Add-Ins (XLSTAT, NumXL)
Education:
Oregon State University
Master of Business Administration (MBA)
Bachelor of Science in Industrial Engineering
University of Oregon
Bachelor of Science in Mathematics
Student-Athlete: Track & Field
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