Haifa Rashid Email and Phone Number

• Gained knowledge in automobile industry.• Gained knowledge in salvaged cars business.• Learned auction house management.• Created inventory system for the operations team.• Handled stock management processes and eradicated the manual procedures.• Created flow structure within several yards.• Introduced target-based job for the team which proved to be time saving and effective.• Introduced shifts to the teams.• Gained knowledge in and worked along with shipping and customs related departments.• Created a team structure and introduced groups to the team resulting in very promising efficiency.• Hired and trained labor, recovery drivers, fork lifters, storekeepers, and yard supervisors.

• Gained knowledge of Delivery processes and route divisions.• Managing a team of 200+ including the drivers on route.• Interviewed and hired delivery agents for all regions in UAE (mostly Dubai & AD).• Handling data for delivery agents provided by different service providers.• Studied and re-structured Dispatch, Delivery and Return processes which increased the Delivery rate remarkably. • Did analysis by creating RCA collating reports which helped in working over Delivery rates.• Added new options to Deliveroo with the help of tech team for better coordination with the main warehouse and the customer service department.• Gained knowledge on how Fareye App works and trained numerous couriers, which helped the department to avoid mishaps.

•Gained extensive knowledge in Zendesk, Zopim and C-Zentrix.•Monitored a team which is divided into different social media platforms (PlayStore console, Apple Reviews, Facebook, Instagram, Whatsapp and Twitter).• Trainer and knowledge provider for the agents, which requires a proper guidance to be provided on how to improve customer experience through social media.•Studied the content uploading and creating ethics along with an analytical perspective which resulted in an excellent customer experience over all the departments.•Maintained Daily, Weekly and Monthly reports and presented them to the higher management showing a remarkable change.•Assisted in Launching WhatsApp from the scratch for the company.•Responsible for creating the Feedback data catered from all of the social media platforms which was shared directly with the upper manager including the CEO and the Director/Manager.

•Managed customer interactions over all of the social media platforms (App store, Play store, Facebook, Instagram, WhatsApp)•Created customer review related data on daily basis.•Examined Facebook and Instagram's post based on customers' likes and dislikes.•Resolved issues with highly professional behavior.•Compared reviews and took feedback from customers after resolving the issue.

•Promptly and courteously answer incoming customer calls.•Manage information with a high degree of confidentiality.• Process orders, forms, requests and all admin related to the role.