Product Portfolio
A showcase of products I've successfully built, launched, and scaled. Each product demonstrates my ability to understand market needs, define product strategy, lead cross-functional teams, and deliver measurable business value.
ResolveCX
SaaS Omni-Channel Customer Support Platform | CodeCones
5+
Channels
10+
Integrations
GDPR
Compliant
AI
Powered
🎯 My Role
Product Manager leading end-to-end product lifecycle from conception to launch. Defining product strategy, roadmap, and feature prioritization while collaborating with engineering, design, and marketing teams. Driving feature development through Agile Scrum sprints and ensuring alignment with business objectives.
💡 Problem & Solution
Problem: Businesses struggle with fragmented customer support across multiple channels, lack of organizational structure for large teams, and inability to track customer case histories effectively.
Solution: Built unified multi-tenant SaaS platform with intelligent workspace organization, automated routing, custom branding, and comprehensive case management - enabling businesses to scale their support operations efficiently.
Solution: Built unified multi-tenant SaaS platform with intelligent workspace organization, automated routing, custom branding, and comprehensive case management - enabling businesses to scale their support operations efficiently.
📈 Business Impact & Results
- Enabled multi-tenant architecture serving unlimited companies with custom sub-domains
- Reduced support response time by 60% through automated routing and unified inbox
- Increased team productivity by 45% with workspace-based organization and role management
- Achieved 99.9% email integration success rate with auto-ticket generation
- Delivered GDPR and WCAG compliance for global market readiness
- Integrated 10+ enterprise platforms (Jira, Monday, ClickUp, Zendesk, Zoho) for seamless workflows
✨ Key Features Delivered
AI Case Categorization - Smart routing & assignment
AI Response Suggestions - Intelligent reply assistance
AI Reporting - Prompt-based KPIs & insights
Customer Profiles - Complete case history tracking
Automated Ticketing - Smart ticket creation & routing
Email Channel - IMAP/SMTP integration
WhatsApp Channel - Messaging support
Web Forms - Custom form builder
WebChat Widget - Live chat integration
Self Service Channels - Knowledge base & FAQs
Branding & Personalization - Custom logo & themes
SLA & Escalation - Service level management
Auto Responses - Automated reply templates
Analytics Dashboard - KPIs & performance metrics
Smart Notifications - Multi-channel alerts
Activity Logs - Complete audit trail
Custom Fields - Flexible data capture
Routing Rules - Intelligent case distribution
Workspace Management - Multi-team organization
Stripe Billing - Automated subscriptions
Unified Inbox - Single view for all channels
🔧 Tech Stack & Integrations
Jira
Monday
ClickUp
Zendesk
Zoho
Stripe
IMAP/SMTP
GDPR
WCAG
SSO
🎓 Product Management Approach
- User Research: Conducted extensive market analysis and user interviews to identify pain points in existing support platforms
- Strategic Prioritization: Implemented workspace hierarchy before advanced features to establish strong organizational foundation
- Iterative Development: Released MVP with core ticketing, then added channels, integrations, and AI features based on user feedback
- Compliance-First: Built GDPR and WCAG compliance into architecture from day one rather than retrofitting
- Scalable Design: Multi-tenant architecture with custom fields and configurations to serve diverse business needs without code changes
HCloud
SaaS Hospital Management Information System | Healthwire
3500+
Active Clients
15+
Modules
3
Platforms
8/10
NPS Score
🎯 My Role
Product Associate managing complete product lifecycle. Led requirements gathering, roadmap planning, sprint management, and stakeholder coordination for Pakistan's largest healthcare SaaS platform.
💡 Problem & Solution
Problem: Healthcare providers in Pakistan lacked affordable, comprehensive digital management systems, relying on manual processes.
Solution: Created scalable SaaS platform serving hospitals, clinics, pharmacies, labs, and radiology centers with integrated modules covering entire healthcare workflow.
Solution: Created scalable SaaS platform serving hospitals, clinics, pharmacies, labs, and radiology centers with integrated modules covering entire healthcare workflow.
📈 Business Impact
- Scaled to 3500+ active clients across Pakistan in 18 months
- Achieved 8/10 NPS score through continuous improvement
- Reduced hospital operational costs by 40% through automation
- Delivered 7 specialized modules addressing market gaps
- Built iOS/Android patient portal with 50k+ downloads
✨ Product Modules
🏥 IPD & Emergency
👨⚕️ OPD Management
📋 10+ Specialty EHR
🏢 Operation Theatre
🚑 Ambulance Tracking
🧺 Linen & Laundry
📦 Inventory Control
🔬 Laboratory System
📸 Radiology Module
💊 Pharmacy POS
🏦 Insurance Claims
💰 Accounting & HR
Education Management System 2.0
Comprehensive EMS & LMS Platform | TowerTech - Punjab Group
12+
Core Modules
100%
Configurable
Multi
Institution
LMS
Integrated
🎯 My Role
Business Analyst & Product Lead for Version 2.0 revamp. Analyzed legacy system gaps, gathered requirements from multiple educational institutions, and led complete redesign focusing on scalability and configurability.
💡 Product Vision
Built from ground up to serve schools, colleges, universities, and academies with single configurable platform. Eliminated need for custom development by creating flexible system adaptable to different educational models.
🎓 Key Innovations
- Configurable workflows supporting diverse institution types
- Integrated LMS with video lectures, live sessions, and assessments
- Automated fee management with payment gateway integration
- Smart timetable generation with conflict resolution
- Parent portal for real-time student progress tracking
- Built-in discussion rooms and collaborative learning tools
✨ Comprehensive Feature Set
📝 Admission Management
💳 Fee Collection & Billing
🔄 Student Enrollment
📅 Academic Calendar
✅ Attendance Tracking
⏰ Automated TimeTable
📊 Examination System
🚌 Transportation Module
👨🏫 Teacher Management
📚 E-Learning Portal
💬 Discussion Rooms
📈 Analytics & Reporting
Additional Products & Projects
Enterprise Solutions & Specialized Systems
🏭 Quality Control System - J&J (US Client)
Manufacturing QC platform with APQP, FMEA, 5 Why's analysis, and Fishbone diagrams. Streamlined quality processes for Fortune 500 client.
⛽ Value Chain Management - PSO
Enterprise procurement system for Pakistan's largest oil company handling international imports and local refinery procurement with end-to-end workflow automation.
🛒 E-Commerce Solutions
Multiple international e-commerce platforms (BigCommerce, Shopify, WordPress), E-Pharmacy marketplace, and multi-sector SaaS POS system serving SMEs.
☀️ Solar System Portal - Zero Carbon
IoT-based real-time monitoring platform for solar power generation and consumption with automated reporting and client dashboards.
💼 Want to see detailed case studies?
I can provide in-depth case studies, user research findings, wireframes, and product documentation for any of these products. Feel free to reach out to discuss specific projects in detail.
Professional Summary
Results-driven Product Manager with 6+ years of experience in software product development, specializing in SaaS platforms and health-tech solutions. Expert in Agile/Scrum methodologies with a proven track record of leading cross-functional teams through complete product lifecycles. Demonstrated success in driving product strategy, stakeholder management, and delivering market-competitive solutions that achieve 8/10 NPS ratings. Skilled in AI-based prototyping, data-driven decision making, and implementing GDPR/WCAG compliance for global readiness.
About Me
I thrive on transforming concepts into successful outcomes. My expertise lies in meticulously bridging the gap between business needs and innovative product solutions. With a strong foundation in business administration and hands-on experience across multiple industries including healthcare, education, e-commerce, and enterprise solutions, I bring a unique perspective to product development.
Throughout my career, I've successfully delivered 15+ major products and projects, serving over 3,500+ active clients and managing enterprise-level implementations for organizations like PSO and international clients. My approach combines strategic thinking with practical execution, ensuring that every product not only meets business objectives but exceeds user expectations.
Professional Experience
Product Manager
CodeCones • Lahore, Pakistan
Jan 2025 - Present
- Leading end-to-end product lifecycle for ResolveCX, a SaaS omni-channel support platform managing Chat, Email, Call, Forms, and Knowledge Base communications
- Defining product roadmap and prioritizing features aligned with company vision and market demands, driving strategic growth initiatives
- Driving development of key features including Workspace management, Custom Fields, Routing Rules, Unified Inbox, and AI-driven Reporting capabilities
- Managing backlog grooming, sprint planning, and user story creation ensuring business value alignment and delivery within Agile Scrum framework
- Orchestrating integrations with enterprise platforms: Jira, Monday, ClickUp, Zendesk, and Zoho for seamless workflow automation
- Implementing GDPR and WCAG compliance standards across all modules, ensuring global market readiness and accessibility
Business Analyst
TowerTech - Punjab Group • Lahore, Pakistan
Oct 2022 - Jan 2025
- Served as primary liaison between clients and internal teams, ensuring alignment on project goals and successful deadline achievement
- Conducted comprehensive analysis of user requirements, business procedures, and workflows to identify optimization opportunities
- Designed and implemented enhanced processes validated by user feedback, resulting in improved KPI achievement
- Created technical documentation (BRD, FSD, wireframes) ensuring clarity and alignment across all stakeholders
- Analyzed competitive products and market trends, delivering actionable insights through management dashboards and reports
Product Associate
Healthwire Private Limited • Lahore, Pakistan
Apr 2021 - Oct 2022
- Developed and maintained product roadmaps, outlining feature specifications and release timelines for health-tech platform
- Gathered requirements through on-site visits and stakeholder sessions with sales, support, and key account management teams
- Managed sprint planning, backlog grooming, and resource allocation while maintaining close collaboration with development teams
- Delivered 7 health-tech modules from scratch: Accounting, Linen Management, Specialty EHR, Gate Pass, Asset Management, and HRMS
Business Analyst
FutureNow Technologies • Lahore, Pakistan
Mar 2019 - May 2020
- Analyzed business requirements and operational data to develop comprehensive reports supporting strategic decision-making
- Created interactive dashboards using Excel pivots and Power BI, enabling data-driven financial and operational insights
- Recommended process enhancements that improved solution functionality and key business metrics
Key Projects & Products
ResolveCX - SaaS Omni-Channel Support Platform
CodeCones
- Leading comprehensive customer support platform enabling multi-channel case management (Chat, Email, Call, Forms, Knowledge Base)
- Key Features: Workspace management, Custom Fields, Routing Rules, Unified Inbox, AI-driven Reporting, GDPR/WCAG compliance
- Integrations: Jira, Monday, ClickUp, Zendesk, Zoho, and Stripe billing system
- 🌐 resolvecx.cloud
HCloud - Hospital Management System (SaaS Product)
Healthwire
- SaaS integrated HMIS serving 3500+ active clients across Pakistan including hospitals, clinics, pharmacies, laboratories, and radiology centers
- Comprehensive Modules: IPD, Emergency, OPD, 10+ specialty-based EHR, Operation Theatre, Ambulance, Linen & Laundry, Inventory, Laboratory, Radiology, Pharmacy, Insurance, Accounts, HR, and Reporting
- Patient Portal: Developed web and mobile applications (iOS/Android) enabling patients to manage OPD appointments, access EHR, view lab/radiology reports, and track billing
- 🌐 hcloud.pk
Education Management System (EMS) 2.0
TowerTech
- Scalable, configurable system for schools, colleges, universities, and academies with enhanced user experience
- Modules: Admission, Fee Management, Enrollment, Academic Calendar, Attendance, TimeTable, Examination, Transportation, Teacher/Staff Management, System Setup, and Reporting
- E-Learning Portal (LMS): Video lectures, interactive teacher sessions, discussion rooms, and e-quizzes
Value Chain Management System
TowerTech • PSO (Pakistan State Oil)
- Enterprise oil procurement management system handling international imports and local refinery procurement for Pakistan's largest oil company
- Comprehensive procurement workflow automation from vendor management to delivery tracking
Quality Control System
TowerTech • J&J (US Client)
- Manufacturing quality control platform implementing industry-standard methodologies
- Modules: APQP, FMEA, 5 Why's root cause analysis, and Fishbone diagrams
E-Commerce & Retail Solutions
TowerTech & Healthwire
- Multiple international e-commerce platforms with payment gateway integrations
- E-Pharmacy marketplace with franchise delivery network
- SaaS POS System for multiple sectors: clinics, pharmacies, restaurants, retailers, gyms, salons
- Desktop and web-based pharmacy management system
Education
Master of Business Administration (MBA)
FAST-NUCES • Lahore, Pakistan
Feb 2021
GPA: 3.17/4.0 | Focus: Business Administration & Management
Key Coursework: Business Processes using ERP (SAP), Marketing Analytics, Corporate Governance
Dissertation: E-Payment System and Consumer Buying Behavior
Research: E-Commerce Industry of Pakistan
Bachelor of Business Administration (BBA)
NUML • Lahore, Pakistan
Jan 2019
GPA: 3.19/4.0 | Major: Finance
Capstone Projects: CookApp Business Plan, E-Blood Bank Business Plan
A Level
Keynesian Institute of Management And Sciences • Lahore, Pakistan
Aug 2014
Coursework: Economics, Accounting, Applied ICT
O Level
The Lahore Lyceum • Lahore, Pakistan
Aug 2011
Coursework: Economics, Accounting, Computer
Core Competencies
Product Strategy & Roadmapping
Agile & Scrum
Requirements Analysis
Stakeholder Management
Market & Competitive Analysis
Backlog Management
Data-Driven Decision Making
Product Lifecycle Management
Cross-Functional Leadership
Go-to-Market Strategy
AI Prototyping
GDPR/WCAG Compliance
Technical Skills
Jira & Asana
Figma & Miro
Google Analytics & GTM
Power BI & Excel
Confluence
Draw.io & Visio
SAP & ERP Systems
Replit & Lovable
Key Achievements
🏆 Maintained 8/10 NPS customer satisfaction rating consistently across product portfolio
✅ Achieved zero client-reported issues for three consecutive months through proactive quality management
🚀 Delivered 7+ health-tech modules from scratch addressing critical market gaps
📚 Built Education Management System end-to-end, from concept to production deployment
⚡ Maintained 21-day turnaround time for change requests and customization delivery
📊 Reduced sprint changes to less than 2 per sprint through effective planning
👥 Served as primary POC for enterprise clients and cross-functional project groups
📖 Developed comprehensive product training materials including feature videos and documentation
Certifications & Awards
2021
Google Analytics Individual Qualification
2020
Foundation of Business Strategy
Coursera
Coursera
2019
Certificate of Excellence & Shining Star Award
2013-2014
Sport Festival Management
2012
Web Designing and Development
UET
UET