Ali Raza Email and Phone Number

Global Live Operations & Experience Handling.Role and Responsibilities:- Managed overall Global Live Ops of all the markets and categories including Pakistan, UAE, Saudi Arabia, Kenya & Jordan handled by Swvl's BPO partner operating in Karachi. - Launched and implemented Robocalls Tool across multiple markets (Pakistan, UAE, Saudi Arabia, Jordan, Kenya) which helped in reducing manual work rate up to 30% and impacted in reducing the headcount saving cost for the organization.- Conducting weekly analysis of the BPO's performance and providing feedback and preventive measures.- Driving compliance with already in place processes & SOPs.- Creating new processes & SOPs to streamline operations and better experience for end users.- Acting as a medium in aligning all the Internal Teams and categories on new and existing processes/SOPs. - Conducting orientation and training session for the newly inducted headcount within BPO.- Hand holding of internal teams of newly launched emerging markets by conducting training sessions regarding company products, processes and SOPs.

-Led the team of agents that tracked the movement of all the rides happening across all categories (Retail & TaaS) and dispatchment of backup captains. Managed the fleet of backup captains belonging from different parts of the city of Karachi ensuring every problematic ride from any part of the city is catered by the dispatched backup captains.-Built matrix for the placement of Backups across different areas of city which helped ensure lateness reduction of arrivals of the backup captains up to 20%.