Abdullah Irfan Shaikh

Project Administration and PMO Support specialist with Master of Engineering Project Management (Distinction) from the University of Leicester. Experienced in day-to-day project administration across multiple concurrent projects and workstreams, delivering strong attention to detail and accuracy in all project information handling. Skilled in maintaining project documentation, files and records across complex implementations, tracking project schedules, milestones, deliverables and deadlines.

Successfully coordinated 15+ concurrent CRM implementations for banking clients, managing 100+ business and functional documents including BRDs, SRSs and process maps. Demonstrated expertise in project status reporting, governance documentation and stakeholder coordination. Managed issue logs, escalation procedures and tracking across 20+ enterprise clients, achieving 95%+ SLA compliance.

Currently managing multi-site customer operations and compliance procedures in UK retail. Eligible to work in the UK.

Customer Experience Manager at Evoke Plc (William Hill) (2025-03 – Present)

• Manage day-to-day operations and compliance procedures across 13+ locations in a regulated retail environment, maintaining service standards, operational consistency and accuracy.
• Coordinate issue resolution and service delivery for 100+ customers daily, working across multiple teams to resolve issues and manage escalations.
• Administer escalation procedures and ensure accurate handling of safer gambling compliance processes across the retail cluster.

Technical Student Ambassador at University of Leicester (2024-03 – 2024-12)

• Coordinated 10+ projects encompassing recruitment events, open days and outreach activities, managing project files, schedules and event logistics.
• Maintained project timelines and records, ensuring activities remained on schedule and aligned with agreed deadlines.
• Coordinated project meetings and stakeholder discussions between academic and marketing teams to support project delivery.

Business Analyst at BusinessNext (CRMNext) (2021-07 – 2023-09)

• Provided day-to-day project administration and PMO support across 15+ concurrent CRM implementations for banking clients, delivering project coordination, tracking and progress updates.
• Created and maintained 100+ project documents and records, including BRDs, SRSs, process maps and implementation records, organized in project documentation libraries.
• Prepared project status reports, governance documentation and stakeholder communication, providing visibility of project progress, milestones, deliverables and risks.
• Executed stakeholder liaison with business teams, developers, QA and clients, managing project meetings and discussions to track deliverables, resolve issues and drive milestone and deadline completion.
• Performed data validation and system validation during UAT and testing phases, supporting quality assurance and successful implementation delivery.

Technical Product Analyst at Zycus Infotech (2021-01 – 2021-07)

• Coordinated SLA management and escalation procedures across 20+ enterprise clients in US, EMEA, APAC and ANZ regions, maintaining escalation records and resolving business-critical issues.
• Collaborated with engineering, QA and client teams to prioritise service requests, manage escalations and maintain 95%+ SLA compliance through structured tracking and follow-up.
• Generated SLA reports, reporting dashboards and performance metrics, enabling stakeholders to identify trends and make informed decisions.
• Maintained issue logs, escalation records and service documentation, providing accurate status updates and resolution tracking in line with process requirements.

Company Representative, Technical and Sales Team at Cloud Counseleage Pvt Ltd (2019-12 – 2020-10)

• Planned and coordinated 10+ concurrent projects in employability and education sectors, managing project files, timelines and activities to meet milestones and deadlines.
• Coordinated between internal teams and external stakeholders, monitoring project progress and deliverables against objectives.
• Conducted 50+ project meetings, workshops and stakeholder discussions, gathering business requirements and supporting project delivery through effective engagement.

Master of Engineering in Project Management – University of Leicester (2023 – 2024)

Bachelor of Engineering in Information Technology – Vidyalankar Institute of Technology (2017 – 2020)

Diploma in Computer Technology – Babasaheb Gawde Institute of Technology (2014 – 2017)