Ali Asad Email & Phone Number

Lahore, Punjab, Pakistan

Lahore, Punjab, Pakistan

• Successfully implemented business WhatsApp and integrated chatbot, utilizing API integrations to incorporate order tracking and self-complaint mechanism.• Maintained 80+ NPS and CSAT score by concentrating on service standards, customer touchpoints, escalation management, and customer satisfaction.• Implemented Jira service desk to automate and streamline customer-facing processes, reducing customer resolution time by 67%, resulting in 75% of customers giving a top NPS rating.• Analyzed DSAT score to visualize trends by highlighting areas of improvements resulting a decrease of 52% in dis-satisfaction rate.• Responsible for managing social media and play store responses resulting in improved overall customer ratings by 35%.• Developed customer centric policies and operational processes by collaborating with cross-functional teams to deliver consistent customer service experience along with customer journey mapping.• Proposed product improvements and coordinated API integration for seamless transitions.• Led project planning and development, quality control and final review to control milestones and deliverables.

Lahore, Punjab, Pakistan

• Formulated scripts to promote uniformity and consistency in communication.• Built sustainable relationships and trust with customers using open and interactive communication resulted in increase of traffic by 55%.• Co-ordinated with relevant stakeholders to resolve customer complaints.• Recorded details of inquiries and complaints to maintain up to date records of customer interactions.• Recommended improvements in products, service methods to prevent future problems.

• Supervised assembling of engine parts.• Designed shift routine for the labor.• Analyzed market trends and competitive advantage.