Zeeshan Memon Email & Phone Number

Pakistan

Karāchi, Sindh, Pakistan

Pakistan

• Developed a central data repository framework for improved visibility for seller support agents which increased accuracy in flow of information to sellers. This initiative also decreased the average interaction handling time from 11.2 minutes to 9.6 minutes.• Initiated internal compliance which includes close monitoring of SOPs and violations which helped maintain productivity within the contact center.• Conducted a comprehensive analysis of agent system accesses, evaluating use case scenarios and associated risks, including financial and experience risks for sellers on the platform. Utilized findings to collaborate with information security team, resulting in strategic system changes that restricted agent access, thereby reducing fraud incidents and significantly improving overall internal compliance.• Collaborated with the product team to redefine the case creation and tagging process which led to a more efficient complaint management system, leading to an increase in seller satisfaction rate from 87% to 90%.

Karāchi, Sindh, Pakistan

• Set up a comprehensive governance mechanism to track performance of brands and support category teams in resolving brand specific issues.• Led Daraz Mall campaigns by pitching to potential partners for investment, and developed an SOP to streamline the process of brand participation in campaigns.• Conducted cleanup of unverified assortment on Daraz Mall which led to the verified brands assortment percentage from 82% to 97% in a span of two months.• Developed an end-to-end process for management of brands on Mall from onboarding to compliance framework which led to a reduction of internal and external escalations by 20%.• Successfully launched a project in which 2x money back is guaranteed to customers for any counterfeit item on Mall. Built a strong compliance and quality check framework which has ensured only 0.17% consumption of reimbursement budget in six months and only an average 0.03% monthly counterfeit returns.

Karāchi, Sindh, Pakistan

• Identified sellers with low instant messaging response rate and launched a comprehensive communications campaign which increased the overall response rate from 85% to 88%.• Streamlined the process of seller case resolutions which significantly dropped the out of SLA cases % from a daily average of 68% to 1%.• Launched a project to proactively flag sellers committing subsidy fraud, cleanup of which saved an average of $25,000 MoM from the subsidy budget.• Formulated a threshold and developed a process to monitor the daily out of stock cancelations and deactivate products with high cancelations which helped reduce the cancelation rate from 1.37% to 0.71%.• Collaborated with the operations and partner service teams to revamp the aftersales project which assisted in reducing the average month on month scrap amount from $40,000 to $20,000.

Pakistan

• Developed SOPs and training materials for newly incubated vendors which brought down week-on-week cancelation rate from 5.6% to 2.3%.• Conducted an in-depth calling activity which reduced the % of vendors with less menu items from 20% to 9.8%.• Implemented penalty framework on vendors which assisted in decreasing the overall cancelation rate from 4.3% to 1.2%. Provided comprehensive data visibility through dashboards for all the relevant stakeholders and created a vendor communication system for penalties.• Trained and coordinated with the commercial team to educate vendors on order delays leading to vendors efficiently using their allotted preparation time.

Islamabad

• Generated data reports and developed a performance earning model of partners to analyze andenhance their earnings which led to an increase in partner retention by 2%.• Created daily reports on digital marketing spend and analyzed the performance to customize campaigns within the assigned budget.• Developed training material for new partner inductions and assisted the franchises in forming astructured training program resulting in an increase in the speed of sign ups from 2 days to 4 hours.• Tracked performance of partners inducted through each franchise leading to an improved franchise efficiency with a 4% increase in partners remaining active after first rides.

Karachi

• Revamped data for the sales department and built an interactive dashboard which was used as a centralized record system that assisted in reduced turnaround time in generation of daily reports.• Conducted telephonic survey of 31 potential clients and generated 5 leads for purchasers ofliquid ammonia out of which 2 were successfully closed.• Mapped Engro Fertilizer dealers to visualize their geographical presence across Pakistan which enabled better costing methods for the fertilizer transportation system.• Conducted secondary research to develop report on the ammonia industry which was used as anorientation material for new recruits at the Daharki plant.

Karachi

• Programmed a dashboard in Excel which assisted the executives in live monitoring of supply chain projects.• Revised an interactive model of the Gantt chart used in the procurement process of the supply chain which improved data management and tracking of every task.• Formed a detailed report in alignment with the standard operating procedures for the complete process of supply chain.

Karachi

• Successfully launched project Business Service Provider Model in collaboration with ‘Arthis’. Generated portfolio of loan disbursement worth Rs. 7.8 million by onboarding 5 business service providers.• Increased wireless handheld device utilization within the sales force from 45% to 80% by actively monitoring and resolving technical issues.• Reduced application errors averaging 10 per day to 1 per day by streamlining process of leasing AHL bikes to farmers.• Developed dashboards and analyzed extensive reports on crop loan insurance data of small-scale and large-scale farmers as per the requirement by State Bank of Pakistan.

Karachi

• Developed proposals and forms for sponsorships.• Taught Mathematics and English to students.• Worked in a team and produced a promotional documentary on the organization used for marketing to potential donors.• Conducted counselling sessions for students.

Master Of Business Administration - Mba

Bachelor Of Business Administration (Bba), Finance

Activities and Societies: •Executive Council Member, IBA Sports Society •Member of basketball team •Director, Creative team, for the event.

Level I

Passed CFA Level I

A' Level