Zaib Fathima
Customer Relations Manager & ITSM , ITIL Lead| UAE Residence Visa| Immediate Joiner
Profile summary
ITIL and GRC Lead with 18+ years of experience in Customer Relations and IT Service Management, (ITSM), and Governance, Risk & Compliance (GRC). Proven track record in streamlining business processes, improving customer satisfaction, and ensuring compliance with international standards. Adept at leading cross-functional teams, implementing ITIL frameworks, building strong stakeholder relationships to achieve business objectives.
Career highlights
Improved Client Retention by 25%: Spearheaded customer experience initiatives, resulting in a 25% improvement in client retention.
Reduced Incident Resolution Time: Implemented ITSM processes aligned with ITIL, achieving a 30% reduction in incident resolution time.
Key skills
Professional experience
• Spearheaded customer experience initiatives, improving client retention by 25%. • Implemented ITSM processes aligned with ITIL, reducing incident resolution time by 30%. • Directed operations strategy across departments, enhancing efficiency and compliance. • Partnered with compliance teams to align business processes with ISO and SOC 2 standards • Handled high-level customer escalations across APAC, EMEA, and US clients, ensuring timely resolution, customer satisfaction, and alignment with global service delivery standards. • Managed a team of 10+ staff across customer service, IT, and operations units.
- Spearheaded customer experience initiatives, improving client retention by 25%.
- Implemented ITSM processes aligned with ITIL, reducing incident resolution time by 30%.
- Directed operations strategy across departments, enhancing efficiency and compliance.
- Partnered with compliance teams to align business processes with ISO and SOC 2 standards
- Handled high-level customer escalations across APAC, EMEA, and US clients, ensuring timely resolution, customer satisfaction, and alignment with global service delivery standards.
- Managed a team of 10+ staff across customer service, IT, and operations units.
• Established ITIL-based ITSM framework covering Incident, Problem, and Change Management. • Conducted gap analysis and internal audits to support SOC 2, ISO 27001, and GDPR compliance. • Collaborated with vendors and stakeholders to ensure adherence to IT governance frameworks. • Trained teams on compliance awareness and ITSM best practices, improving SLA adherence by 20%
- Established ITIL-based ITSM framework covering Incident, Problem, and Change Management.
- Conducted gap analysis and internal audits to support SOC 2, ISO 27001, and GDPR compliance.
- Collaborated with vendors and stakeholders to ensure adherence to IT governance frameworks.
- Trained teams on compliance awareness and ITSM best practices, improving SLA adherence by 20%
Delivered end-to-end technical support, achieving 95% first-call resolution. Troubleshooting and resolving a wide range of software and hardware issues for HP laptops, servers, and printers, which led to high Customer Satisfaction (CSAT) scores. Performed access and identity management for secure environments
- Delivered end-to-end technical support, achieving 95% first-call resolution.
- Troubleshooting and resolving a wide range of software and hardware issues for HP laptops, servers, and printers, which led to high Customer Satisfaction (CSAT) scores.
- Performed access and identity management for secure environments