Shahshams Zaheer
Director at Strategy&
- Role
- Director at Strategy&
- Location
- Washington, DC, US
- LinkedIn followers
- 500 followers
About Shahshams Zaheer
I lead strategy engagements on customer care / contact center / service operations across technology, CPG, and financial services verticals. My areas of expertise include cost-to-serve optimization using process ‘re-imagination’, AI enablement, operating model and technology modernization. Outside client engagements, I lead recruitment and asset build activities for PwC’s service offerings.My recent projects include- Designed a future state operating model for B2B services of a global F50 CPG company across retail, contact centers and digital operations to drive 25-40% productivity enhancements based on technology and sourcing enhancements- Designed a governance model for Generative AI programs at a global F500 Information Technology company to drive improved outcomes on risk assessment and ROI evaluation- Created a ‘future-ready’ vision and strategy for deploying Generative AI in customer support for a global consumer technology company with the aim of delivering a radically differentiated customer experience and a pivot to revenue generation - Designed and deployed an operating model transformation for a US and European based BPO focused on financial services by introducing omni-channel servicing, global delivery locations and outcome based pricing models to deliver 15% margin improvement- Designed a \'digital-first\' customer service model for a US based \'neobank\' with the goal of driving digital self servicing on up to 90% contact volume- Enhanced global support for a consumer electronics company by designing targeted improvements on product features, channel experience, and agent tools to achieve target of 40% cost reduction- Designed a new engagement model for retailers for a global CPG client for LATAM operations covering remote sales, repair, and complaint management
Experience
Director
Jan 2022 — Present · DC, US
Education
Lahore University of Management Sciences
Bachelor's degree, Economics
2005 — 2009
The Fletcher School at Tufts University
Masters in International Affairs & Business
2013 — 2015
Skills
- Project Management
- Analytics
- Consulting
- Data Analysis
- Strategy
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