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Start for FreeFaraz Zobairi
Sr Director, Operations @Saviynt
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WORK HISTORY
Sr Director, Operations @Saviynt
Lead a multifunctional remote team to achieve a 63% reduction in backlog and improved SLA compliance by 38%, ensuring alignment with organizational goals and operational excellence.• Spearheaded the launch of SaaS Operations’ Confluence portal to track processes, document internal projects, and log runbooks for customer and partner IT departments. • Worked closely with Product, Engineering, and DevOps to maintain enhancement, defect, and service request prioritization per customer requirements.• Focus on data-driven insights to drive continuous improvements, align SaaS Operations with broader company objectives, and maintain customer satisfaction ratings above 4.8.• Act as the ultimate escalation point for complex customer issues, maintaining a strong focus on customer satisfaction and timely issue resolution.
EDUCATION
Southern Illinois University, Carbondale
B.A., English
Western Governors University
Master of Business Administration, IT Management
SKILLS
ABOUT FARAZ ZOBAIRI
PROFESSIONAL SUMMARY:I am a senior operations leader with over 15 years of experience building and scaling high-performing teams in fast-paced environments. I have proven success acting as the voice of the customer to translate end user needs into Engineering and IT requirements. Experienced in using tools such as Jira, Confluence, Freshservice, and Tableau, I am able to collaborate cross-functionally and deliver exceptional service outcomes. I am adept at managing large-scale operations, leading process improvement initiatives, and building strong, trust-based relationships across departments to ensure seamless execution and alignment with organizational goals.Areas of expertise: Prioritizing Engineering & IT Workloads | Operational Efficiency & Scaling | Transformational Leadership | Data-Driven Decision Making | Process Improvement | Ticketing & Bug Tracking tools | Communication & Conflict Resolution | Analytics and Reporting | Knowledge Management & Documentation | Leadership & Team Development
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