• Assisted in the setup and configuration of the customer service ticketing tool, including the development of macros and SOPs.• Led the end-to-end recruitment process to optimize and elevate overall customer satisfaction.• Managed the migration of documents, processes, and confidential data to a centralized hub, streamlining operations and enhancing data management efficiency.• Collaborated in designing the Shopify store to ensure user experience aligned with the brand's strategic vision.

• Enhancing service quality by maintaining >95% QA Audit for agent errors through effective coaching and accountability.• Achieving a team first response time of 90% for contacts within 6 hours.• Conducting bi-weekly coaching 1x1s to provide direct, individualized feedback, improve service quality, and celebrate successes.• Collaborating across departments to track and resolve client/product issues within 24 hours, identifying and addressing unusual volume spikes in specific categories.• Executing escalation process, ensuring timely handling of all client escalations within 24 hours.• Developing agents through consistent coaching and feedback, building a strong leadership bench strength.• Conducting 45-minute bi-weekly team meetings to share important information, gather feedback, and foster team unity.• Evaluating process inefficiencies, enhancing operations, and ensuring knowledge continuity across teams and departments.

• Led end-to-end ecommerce operations for the Lahore Division, achieving monthly sales of up to 20 lacs PKR.• Revamped the ecommerce department by implementing streamlined processes and comprehensive cross-departmental training initiatives.• Initiated the launch of the customer service department, embedding a ticketing solution, SOPs, and QA guidelines.• Established strategic partnerships with Foodpanda, Best Buy Mall, Doorpey, and Call Courier to streamline operations and minimize delays, cancellations, and product unavailability.• Collaborated with an agency to enhance the company's social media strategy, enriching its online presence and engagement levels.• Led the recruitment and selection process to onboard new resources for Customer Service, E-Commerce Operations, and QA.

• Created and managed 20+ Shopify and Elementor stores.• Provided product catalog management, SEO content optimization, landing page creation, and integration of apps/plugins.• Developed and implemented e-commerce strategies to enhance website performance.• Collaborated with developers to improve website speed.• Created marketing strategies and content calendars for Facebook, Instagram, and Snapchat.

• Supported the Quality Assurance team in creating an Excel-based evaluation framework to enhance quality assessment processes.• Handled lost parcel cases and efficiently tracked consignments to the correct consignee within a 3-day timeframe.• Established a systematic process for managing lost parcel cases, provided training for its implementation, and ensured continuity after departure.• Performed comprehensive research on rider routes to minimize travel costs and improve efficiency.

• Provided multi-channel customer support across phone, email, live chat, Instagram, and Facebook.• Managed 200+ daily contacts, ensuring prompt resolution within 3 minutes each.• Led training initiatives for fresh hires in Customer Service.• Updated internal databases with information regarding technical issues and valuable customer interactions.• Handled lost/stolen cases and assisted international customers.