概要

I aim to secure a challenging position that utilizes my customer service & product support experience within the workplace while allowing me the opportunity to grow professionally and further permit me to enhance knowledge and talent for the development of both the organization and myself.


Senior customer support manager with experience in multi-location production management. Broad information and involvement with digital channel change about persistently streamlining and improving the digital client insight to accomplish top-tier administration. Perceived for creating and conveying measure upgrades, facilitating activities, determining, and technique arranging. Known for making influential organizations and building high-performing, persuaded groups. Has the capacity to impact, drive consensus and encourage arrangements meeting corporate and customer intents.


My aptitude lies in effectively keeping up better client care and product support to meet client assistance activities and improved client experience, fulfillment, and retention. I have a broadness of information and abilities that will permit me to progress through this role.


The accompanying accomplishments exhibit my capability for this position. Most recently, my responsibilities as a Customer Service Lead at Ibex Global are:


• Coordinating workloads and supervising a team of 40+ Customer Service Specialists at a time while delegating tasks.


• Conducting performance evaluations.


• Identifying areas for improvement.


• Delivering positive feedback to boost morale.


I aided the worthwhile completion training program of 4 months in TRG, which permits me to work effectively in help divisions like labor force administrations, enlistments, analytics, T&D, and quality assurance. 


T&D: Began preparing new batches for the Customer care and Back Office in Karachi and Islamabad. I was relocated to Islamabad for almost half a year as a Trainee Manager to recruit and prepare the 100+ recently recruited assets for the organization to begin another program. 


Notwithstanding my experience, I have likewise consummated an entry-level position at Meezan Bank in Branch Banking Operations. Besides, before that, I performed my duties as a Shift Lead in the Customer care and Product department comprised of 70+ colleagues at foodpanda. My demonstrated commitment to streamlining customer care/insight and driving groups will contribute enormously to the accomplishment of forthcoming opportunities.


I welcome you to share your personal & professional experiences with me.


Interface me through [email protected]

项目

BackOffice

工作经历

公司标识
Team Lead Customer Support - Operations
Trg Ibex Global
Oct 2019 - 代表 | Karachi, Pakistan

- Supervision and execution of client campaigns including social media channel, community management, promotions & partnerships, reporting and analytic, etc.
- Developed and tested new strategies for customer support to improve CSAT and lower complaint ratio - Assists management with recruitment processes and new team member training including but not limited to processes, procedures, products, customer service principles.
- Assist in developing and mentoring NJ’s by encouraging meetings, provide training, and sharing product-based information.
- Ensures business needs are being met by assessing the continuous adequacy of current plans, projects, and initiatives; consulting with business partners, managers, associates, or other key stakeholders
- Manage the front end/back office Service Center operations in accordance with established department standard practices
- Assists social media management with large projects, events, and community management - Communicate with industry professionals and influencers via social media to create a strong network.

公司标识
Shift Lead Customer Service & Social Media - Operations
FoodPanda
Aug 2018 - Oct 2019 | Karachi, Pakistan

- Develop creative and engaging social media strategies and supervision of day-to-day handling of all social media channels including promotions and partnerships - Form key relationships with influencers and bloggers across the social media platforms- Manage and facilitate social media communities by responding to social media posts and developing discussions- Research and evaluate the latest trends and techniques to find new and better ways of measuring social media activity- Manage operations engagement with existing or new potential consumers via email, live chat, and call. - Mentor and coach junior executives to develop customer service and nurture an environment where they can excel through encouragement and empowerment.- Collaborate with Marketing/Logistics/Sales departments to ensure brand consistency and smooth processing, timely delivery, execution of campaigns- Responsible for the design, development, and management of real-time fraud rules and models directly and in collaboration with relevant teams- Detecting and preventing fraudulent activity on e-commerce systems and designing processes for real-time fraud rules and models directly and in collaboration with stakeholders. 

公司标识
Shift Lead Product
foodpanda
Aug 2018 - Dec 2018 | Karachi, Pakistan

Project

Effectively execute all BD initiatives with partners
Align with all key stakeholders (Marketing, Operations, Demand Growth, etc.
Build dashboards, reporting, and models for the marketing funnel to project future marketing performance, drive strategy and uncover opportunities to improve customer acquisition efficiency.
Acquire insight into online marketing trends and keep strategies up-to-date with the partners.
Upload, change or Delete Dish level Images and Hero/Listing Image on our front-end.
Managed quality assurance program, including evaluations, internal audits, and customer surveys.
Increased vendor satisfaction by resolving product service issues. -
Collaborated with vendors and built effective partnerships devoted to capitalize on emerging and sustainable sales opportunities.

公司标识
Sr. Customer Support & Social Media Associate
Food Panda
Dec 2017 - Dec 2018 | Karachi, Pakistan


Use excellent communication skills to professionally and courteously interact with our customers via email, online chat, and other online portals. -
Effectively managed a high volume of inbound chats & emails. 
Address & resolve customer product-related complaints about a wow experience.
Be a responsible, solution-driven individual to provide customers with the best possible responses to their queries through live chat, email & telephone discussions. 

公司标识
Sr. Customer Service & Social Media Associate
foodpanda
Dec 2017 - Jul 2018 | Karachi, Pakistan

• Use excellent communication skills to professionally and courteously interact with our customers via email, online chat, and other online portals.*Effectively managed a high volume of inbound chats & emails.*Address & resolve customer product-related complaints for a wow experience.• Be a responsible, solution-driven individual to provide customers with the best possible responses to their queries through live chat, email & telephone discussions.

公司标识
Area Sales Executive
Hinucon Pharma
Aug 2017 - Dec 2017 | Karachi, Pakistan

- Selling products and services using solid arguments to prospective clients.- Performing cost-benefit analyses of existing and potential customers- Maintaining positive business relationships to ensure future sales- Achieve agreed upon sales targets and outcomes within schedule- Analyze the territory/market’s potential, track sales, and status reports

公司标识
Sales Representative
Hinucon Pharma
Jul 2017 - Nov 2017 | Karachi, Pakistan


Selling products and services using solid arguments to prospective clients. -
Performing cost-benefit analyses of existing and potential customers
Maintaining positive business relationships to ensure future sales 
Achieve agreed upon sales targets and outcomes within schedule 
Analyze the territory/market’s potential, track sales, and status reports.

公司标识
Intern Branch Banking Operations
Meezan Bank Limited
Jun 2017 - Jul 2017 | Karachi, Pakistan


Filing, sorting accounts opening forms, cheque books, and ATM cards service quality calls etc.
Coordinating with the different departments to ensure quality service of the bank.
Organized company files and created a support system to decrease workload and increase the productivity of account managers. 
Delivered expert clerical support by efficiently handling a wide range of routine and special requirements.

公司标识
Intern Branch Banking Operations
Meezan Bank
Jun 2017 - Jul 2017 | Karachi, Pakistan

- Filing, sorting accounts opening forms, cheque books and atm cards service quality calls, etc.- Coordinating with the different departments to ensure quality service of the bank.- Organized company files and created a support system to decrease workload and increase the productivity of account managers.- Delivered expert clerical support by efficiently handling a wide range of routine and special requirements.

公司标识
Co-Founder
Hanfa Enterprises, FMCG Dist.
Aug 2015 - Mar 2017 | Karachi, Pakistan

- Develop and implement safety guidelines in all aspects of the supply chain.- Oversee operations of FMCG goods, shipments, onboarding vendors' contracts.- Build relationships within the company and with external parties, such as suppliers and vendors to land more profitable deals.- Assist logistics process for the development of new products, inventory maintenance, manufacturing, shipment and delivery, and returns on products.- Plans manage and coordinate all activities related to the sourcing and procurement of necessary materials and supplies needed to meet the changing levels of product demand.- Works directly with the sales department to determine the most cost-effective distribution solution for goods transportation to vendors.- Monitors and corrects inventory levels at outside warehouses and internally to ensure rotation and maximize working capital.- Develop business by gaining new contracts, analyzing logistical problems, and producing new solutions.

公司标识
Supply Chain Specialist
Hanfa Enterprises
Aug 2015 - Mar 2017 | Karachi, Pakistan


Build relationships within the company and with external parties, such as suppliers and vendor to land more profitable deals -
Assist logistics process for the development of new products, inventory maintenance, manufacturing, shipment and delivery, and returns on products.
Keep detailed records, generate reports, and develop presentations to help management understand the logistics perspective.
Plans manage and coordinate all activities related to the sourcing and procurement of necessary materials and supplies needed to meet the changing levels of product demand.
Works directly with the sales department to determine the most cost-effective distribution solution for goods transportation to vendors.
Monitors and corrects inventory levels at outside warehouses and internally to ensure rotation and maximize working capital.

学历

Iqra University
学士, 工商管理学士学位, BBA-H‎
Marketing, Marketing (Brand Management, Consumer Behavior), Customer Service
2021
Fazaia College, Faisal Base
中级/A级, 理学院(工程预科), ‎
Chemistry, Mathematics, Physics
所占比重 69%
2014
North Hills Academy
大学入学/0级, 科学, Matriculation‎
Computer Science, Mathematics Physics
等级 B
2012

技能

熟练 24/7 Operations
中级 Basics Supply Chain Management
中级 Business Analytics
初学者 Content Writing
熟练 Customer Experience Analysis
熟练 Customer Service Management
熟练 Customer Service Operations
中级 Data Analytics
中级 Data Quality Assurance
中级 Email Analytics
中级 Product Support
熟练 Salesforce
中级 Team Management
中级 Workforce Management
熟练 Written Presentation Skills
中级 Zendesk

语言

初学者 阿拉伯语
熟练 乌尔都语
中级 英语