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- Restructured the Customer Support Team to optimize efficiency and effectiveness.- Implemented a robust monitoring process to continuously enhance performance.- Meticulously revamped the key performance indicators (KPIs) and entrusted team leads with vital metrics to foster better performance tracking.- Aligned KPIs with strategic goals to drive impactful outcomes.- Fostered a culture of accountability and transparency within the team.

-Led the customer experience wing, structuring the team from the ground up and improving the inbound acceptance rate by 90% and improvement in resolution rate by 50% -Improved operational and experience metrics (ex.: CSAT, wait time, average handling time, contact rate) through executing several operational excellence and process improvement programs-Implemented contact solution systems across care and growth functions, resulting in upward of 20% uptick in Gross Merchandise Value (GMV) due to improved efficiency -Implemented Whatsapp Business platform for retailers to streamline communication-Drove retailer Net Promoter Score from negative to a consistently positive score, through a multipronged strategy involving the introduction and management of critical KPIs and higher levels of cadence during live operations-Strategized successful implementation of returns policy through close liaison with the operations and growth teams-Built the foundations for a lot of the operational processes (career growth, workforce & performance management) in collaboration with the supporting functions- Performed quality deep dives to analyze and solve service quality gaps by implementing process improvement projects.

Leading the subject matter role for in-person and virtual (BPO )channels Streamlined drivers weekly payment communications which reduced payment defects by 30 bps across PakistanGenerated insights and improvement action plan based on agent helpfulness and issue resolution deep divesBeing a bridge between BPO & Uber team to make sure that forces are aligned to achieve one common goal.Developed incentive related process improvements and decreased defects by 76.5% resulting in a cost-saving of $200KEffectively engaged with regional managers, central and global teams to strategize, implement and monitor process and policy changesHelping the organization to gain cost efficiency through better & continuous operational/service delivery.Led Pakistan wide cross-functional team efforts to train and improve support agentsLed the internal audit processes to review the compliance score on documents approved at Greenlight Hub Locations in Pakistan.Identify and solve cross-functional and inter-team challenges.Guide agents in findings solutions to any issues related to contact solving-Coach and mentor team members to improve to NPS and business metrics Projects:-Quality Improvement: External Audit of In-person Locations across PakistanConducted a mystery shopping initiative through an external agency to improve quality by 20 bps at locations across Pakistan.The process was scaled across other markets in MEA region -Defect Rate Reduction: Reduced Number of In-person Support ContactsReduced In-person defects by 100 bps by introducing better management practices and generating data-driven insights Created dashboards to analyze and monitor support interaction and experience metrics -Insight Generation & Escalation Process: Launched and Executed Regional Escalation Process Liaison with BPO, in-person support and the regional team for smooth execution of issue escalation processSLA for issue resolution improved by 2x and customer satisfaction improved by 10 Bps

- Developed on-boarding and training material for support agent as per the local market realities - Conducted operational deep-dives into team helpfulness and issue resolution to improve customer support - Handled escalations from the in-person support team

- Managed daily escalation process by streamlining lice chats and emails- Met targets for IPO (Interactions per order) and CPO (Cost per order) by analyzing and actioning customer pain points- Established campaigns flow and responsible for authorizing customer transactions and merchant details- Generated and monitored call center reports resulting in the smooth operation