✔Crafted and implemented a comprehensive CX strategy, aligning with company goals for growth.✔Led the development and execution of successful programs for customer acquisition, retention, and loyalty.✔Built and oversaw high-performing customer-facing teams, including support, account management, and success.✔Optimized operations for the customer success organization, streamlining processes and improving FCR rates.✔Championed data-driven insights to personalize the user experience and build deeper customer understanding.✔Fostered strong collaboration between customer success, marketing, product, and engineering to prioritize customer needs throughout the product lifecycle.✔Established key partnerships to expand the customer experience ecosystem at eZhire.

✔Spearheaded an initiative to improve customer satisfaction, ensuring that experience across all touchpoints is maximized, and improved ratings from 2 stars to 4+ stars in 1 year by utilizing both NPS and CSAT along with hygiene KPIs✔Worked closely with regional counterparts to ensure standardization is maintained and best practices are shared by conducting regular research into customer needs, preferences and buying habits using surveys and focus groups✔Led the development of a customer-centric strategy that increased sales by 10% over 1 year✔Led the development of a new customer experience strategy and roadmap to deliver an integrated, omnichannel experience for customers across all channels.✔Collaborated with Operations, Commercial, Traffic Ops, Marketplace and Marketing to ensure all decisions were centric on customer experience leading to improved operational efficiency and reduced costs by $100M annually.✔Created and implemented a comprehensive training program for all employees on how best to serve customers and worked with internal teams to speed up complaint resolution time and reduce overall complaints, which helped to identify improvement areas and address them.✔Oversaw the implementation of a new global operating model focused on driving efficiencies through automation and standardization while maintaining flexibility to adapt as business needs evolve over time✔Developed vendor/merchant performance metrics and defined the cycle for performance management✔Revamped process of merchant onboarding, redefined activation plans and regulated compliance SOPs to manage merchant’s performance✔Defined clear lifecycle and performance metrics of merchant/vendors starting from their Academic-Bay period to probation to graduation

✔Headed the customer service operations nationwide and ensured that the package journey started on time helping improve customer service satisfaction by 3% annually through supply chain management initiatives✔Ensured outstanding customer service and standards for a top store producing $90M in sales and an employee base of 400 executives and associates✔Analyzed data to anticipate and proactively meet customer needs resulting in a 34% reduction of the most frequently asked.✔Identified areas of improvement and translated the needs into business/ product requirement documents and got them approved before implementation✔Provided coaching and feedback on performance in order to improve the overall effectiveness and coached employees through difficult situations or issues with customers.✔Achieved 95% satisfaction rating among customers surveyed after receiving services from the company’s products/services✔Managed key customer experience indicators, i.e. NPS, CSAT, FCR, FRT and ensured that hygiene indicators were in check, i.e. AHT, SLA, ASA, etc✔Worked closely with all internal stakeholders to ensure that policies were formalized with a customer-first mindset while still ensuring Daraz's financial and operational success

✔Completed projects with the partners timely and efficiently resulting in 70% revenue growth and 200% headcount growth.✔Managed a team of 20+ customer service representatives to ensure the delivery of exceptional customer experience and retention.✔Led efforts to improve call centre response time from an average of 3 minutes to 1 minute with no loss in quality or accuracy and achieved an 85% first-call resolution rate through effective problem-solving techniques and communication skills✔Increased sales by over $1M annually through effective management of existing customers as well as acquisition strategies such as cold calling and lead generation campaigns✔Led multi-site operations consisting of 700+ in a high-growth environment and managed a team of customer service representatives to ensure the delivery of exceptional customer experience✔Accountable for direct short-term and long-range financial planning and budget utilization and the management of the P&L✔Oversaw day-to-day operations,s including Inbound and Outbound customer service, technical complaint centre, outbound telesales, Surveys and lead generation and quality assurance.

✔Developed rapport with the customer base by handling complex and escalated issues immediately and with the utmost professionalism.✔Managed contact centre operation of 700+ employees and portfolio of the annual revenue of $ 4.7 million✔Improved several areas like SLA, FCR, NPS, Recall, B2P and other KPIs leading to a 20% improvement in business performance✔Developed and implemented employee training programs aimed at improving employee performance on the job, ensuring annual attrition is below 5% on the headcount of 700+ Employees✔Launched staff engagement, gender diversity and cultural programs in addition to a robust reporting tool that increased operational quality✔Enhanced competency-based development process and implemented and spearheaded the training of more than 300+ employees annually, ensuring that all employees had the skills they needed to perform their jobs effectively✔Drove organizational goals by effectively and efficiently identifying and solving complex strategic problems.

✔Developed strategies to achieve all departmental objectives through pricing strategies while maintaining the profit margin percentage leading to a 2x revenue growth✔Led strategic planning, sales, marketing, outsourcing, customer relationships, and partnership development that ensured the attainment of company sales and profitability targets.✔Executed against business plans to provide product and sales training, marketing events, and field alignment.✔Led and developed a collaborative, proactive team to agree on policy, strategy, tactical directions, budgets, and specific initiatives to deliver growth and income objectives✔Built and maintained intellect of both the external and internal competitive landscape, identifying opportunities for expansion, customers, markets, new industry developments and standards✔Increased productivity by 20% over 1 year by Introducing a new vertical and developing a comprehensive business strategy for the segment.

✔Managed and directed all aspects of service centre operations and internal/external customer needs to meet established standards.✔Directed 50+ Customer Service Representatives' daily performance, quality objectives, and training, as needed.✔Created and mapped department workflow processes that supported the company and client's goals.✔Led teams to develop delivery methodologies and managed operational standards, best practices and policies, and procedures.✔Built strong relationships across the organization in support of the coordination and management of launch and change events to support a successful implementation.✔Worked with senior management and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly, and annual basis.✔Led team meetings, asking questions to understand better the calls representatives are receiving, educating and coaching workers regarding processes and practices, and explaining expectations to employees, increasing efficiency by over 5%.✔Provided general direction and guidance to staff in all areas of customer service operations and call centre operations.✔Assisted other management team members in identifying trends and establishing call centre goals.✔Maintained a professional attitude among department employees while dealing with customers

✔Responsible for creating operation processes and policies and implementing them at the granular level✔Cultivated performance-based culture based on individual accountability, goal attainment and team achievement leading to improved store’s operational effectiveness which increased profit by $100K✔Partnered with other managers to create initiatives designed to motivate increasing overall viral productivity and consistently exceeding sales goals by over 20%✔Analyzed and optimized business practices through business planning and analytics for budgeting, tailoring strategy and implementing it to its core✔Created and managed a financial model for tracking revenue and profit leading to efficiency which Increased sales and reduced costs by evaluating financial/performance data and developing effective action plans✔Built and strengthened area partnerships to reap benefits such as new revenue channels and enhanced public awareness

✔Part of a team responsible for Operational Control and Quality Assurance, ensuring quality service and strong performance management, which improved efficiency by over 10%✔Tracked the company's performance in the market based on metrics such as sales and customer satisfaction rates✔Tasked with Business Development, including opportunity evaluation, winning RFPs and submitting RFI’s and RFTs✔In charge of the cycle of CSE recruitment for clients✔Tasked with calculating and preparing business budget plans, project sales and developing strategic goals✔Learned essential aspects of the business, including customer relations, sales/marketing, business development and revenue management.✔Monitored staff performance, supported employees, administered payroll and implemented performance reviews

✔Conducted a detailed evaluation and analysis of the financial and operational efficiencies of the power sector✔Developed a security valuation model for the power sector✔Assisted in the preparation of periodic statements

✔Developed School Management System with complete Attendance, Fee and Inventory Module✔Developed a Human Resource module for Executive District Office revenue, City District Government Karachi✔Developed a Polling Software that was used in ARTS COUNCIL general body election.