- Spearheaded the development of a globally scalable B2B marketplace, aligning digital channel strategies with corporate objectives.- Enhanced user engagement and SEO across multiple digital platforms, boosting conversions by 15%.- Directed a multi-disciplinary team to optimize customer experiences and drive operational efficiencies.

- Established and grew an e-commerce agency serving SMBs with turnkey solutions, achieving over 450 successful project completions.- Developed and implemented innovative digital strategies to optimize online visibility and customer acquisition.- Led initiatives to streamline internal processes, reducing project timelines by 20%.

- Led the hiring process, shortlisting 20+ candidates for key technical roles, and on-boarded a high-performing development team.- Directed the development of the new web and mobile app versions, achieving 35% faster development cycles through improved workflows and strategic resource allocation.- Ensured adherence to best practices in product development, improving code quality standards by 12% as measured through peer reviews.- Delivered strategic guidance that resulted in reduction of the project costs by optimizing resource utilization and prioritizing impactful features.- Recognized by the client for bridging technical and business priorities, contributing to a 20% increase in customer acquisition post-launch.

- Lead the design and development of the MVP, enabling the product to go to market within 6 months, 30% faster than the industry average.- Conducted R&D and defined the tech stack and architecture for the new platform, improving platform scalability to handle 3x user growth.- Successfully integrated Hubspot, Marketo, and Salesforce, automating sales and marketing workflows, resulting in a 22% increase in operational efficiency.- Managed the migration of 300,000+ data records from the legacy platform to a new, scalable infrastructure, ensuring 99.9% data integrity.- Designed and supervised the development of a custom CRM, directly contributing to a 19% increase in lead conversion rates and enhancing customer retention by 22%.

- Directed strategic planning, marketing, and customer fulfillment strategies, resulting in a 30% increase in customer retention. - Launched multi-channel digital campaigns that drove a 40% revenue boost year-on-year from conventional SME to e-retail business.- Conducted competitor analysis to continuously improve platform features and user satisfaction.The Project : Buyon.pk - An Online B2C MarketplaceBuyon.pk is one of the fastest growing retail marketplace for online shopping in Pakistan that has reach to 20 million potential customers In Pakistan.Our team and handpicked sellers to bring the best product for customers through internet. We strive to verify that only the best collection of products to be brought onto customers home screens within fewer clicks.

- Successfully launched and operationalized a B2B marketplace platform, connecting over 400 car makers and suppliers with international customers within one year.- Achieved a 20% increase in platform leads by implementing streamlined supplier-buyer interaction workflows.- Designed and implemented a user-friendly interface, improving platform usability and reducing onboarding time for new vendors by 30%.- Built scalable business operations, enabling the platform to handle a 3X growth in monthly users without downtime.- Established and maintained partnerships with key suppliers and manufacturers, ensuring the availability of high-demand products.The Project : WorldAutoSource.com - An internet based B2B Marketplace for Auto IndustryWorldAutoSource.com helps automotive spare / accessories businesses to convert into global enterprises. World Auto Source provides them state of the art online B2B platform by which they can market their high quality aftermarket / OE auto parts and auto accessories internationally. On World Auto Source you will find Genuine International Buyers and explore regional & international business opportunities in Auto Industry.WorldAutoSource.com is the first and most comprehensive B2B marketplace for the Auto Industry that is dedicated to provide visitors one window platforms for all news and updates related to Auto Industry. It also provides business opportunities in auto industry for partnerships, distribution, market information, reseller-partner and international exhibitions / trade shows.Covid pandemic hit us hard on the supply chain, logistic side and the situation forced us to shut down World Auto Source in December 2021.

- Supervised a 20-member customer support team, exceeding SLA compliance by 95%.- Led usability testing and introduced key improvements to digital channel functionality.- Delivered actionable insights from user behavior analysis to enhance digital offerings.- Build and refined web portal operations & foundations strategies for B2B electronic marketplace using sophisticated CRM technology.- Lead a team who is responsible for designing and implementing improved processes or operational policies. Also responsible for recommending and implementing changes to website, its online products & services to fulfill customer needs.- Managed information flow between Customer Services team and other departments, including product development, sales and technology development to ensure company goals are achieved.- Managing performance of operations and programs to meet or exceed key performance indicators and benchmarks. - Analysed & Prepared forecasted metrics, comparing to actual performance and explaining variances.- Managing performance appraisal, rewarding and disciplining employees.

- I have been assigned the role to assist Customer Support Manager to implement service priorities, and monitor/co-ordinate work plans to ensure the provision of high quality front line information to the customer and to propose changes to the Manager in implementing new initiatives. - Directly supervised Team Leads & Executives as part of a management team by demonstrating professionalism, leadership and interpersonal skills. - Developed departmental and individual performance objectives and performance measurements that align with and support overall company strategies and objectives.- Responsible to provide Situational feedback of organizational behavior and level of employee motivation to the Manager by providing reinforcement strategies.- Created equilibrium between Higher Management and Employees in levels of trust, expectations, grievance, etc. Able to play key role in employee satisfaction and retention.- Managed information flow between Manager Customer Support and the teams by ensuring company goals are achieved. - Served the role of a mentor, trainer and coaching to my team & all new and current employees for values and vision alignment of the organization and ensuring that they are proficient in their job skills.Later on the management promoted me as "Manager Customer Services".

- Managed a team of 6+ customer support agents, serving over 2,000 clients across diverse web hosting services.- Enhanced team efficiency by introducing automated ticketing systems, reducing average response time by 40%.- Improved customer satisfaction scores to 95% by implementing a robust training program for support staff and optimizing service quality.- Reduced customer churn by 15% through proactive technical issue identification and resolution strategies.- Collaborated with the product development team to roll out 5+ new hosting features, addressing recurring client feedback.