Muhammad Mudassir Raza Email & Phone Number

Karachi, Pk

Karāchi, Sindh, Pakistan

Agent Resolution Platform: Developing and optimizing the Agent Resolution Platform to ensure efficient and effective issue resolution for Food, Careem Pay, Hala, and Dineout customers.Customer Contact Journey: Managing and optimizing the customer contact journey to ensure a seamless and satisfying customer experience.Care Agent Empowerment: Developing and implementing strategies to empower Care agents with the necessary tools and resources to provide exceptional customer service.

1- Social Media Care: As a Care Operations Lead at Careem, I manage social media escalations and ensure that our customers have the best possible ride experience. By providing exceptional customer service, I help maintain our brand image and keep us ahead of the competition.2- Harmony: I am the Harmony Lead for the Pakistan market, where I focus on managing our booking confirmation department. My goal is to provide a seamless and delightful customer experience for both scheduled and intercity bookings. With my expertise in customer support and attention to detail, I help grow our market share while delivering the highest level of customer satisfaction. 3- Safety and Security: At Careem I provide Care Support to the Safety and Security Department, where I ensure that our customers and captains have a secure in-ride experience. Handling safety-related escalations and providing guidance and support, I am proud to be part of a team that maintains our reputation as a leader in safety and security.4- Verification: As the Global Booking Verification Lead, I ensure the accuracy and reliability of our booking process, while providing a seamless experience for our customers and captains around all markets. My attention to detail and ability to think critically helps us continuously improve our processes and maintain our high standards of quality.5- Vendor Management: I am responsible for managing vendor escalations, implementing vendor suggestions and approvals, and developing strategies to improve our relationships with our partners. By building a stronger and more productive ecosystem for our customers and captains, I help us continue to grow and provide the best possible ride experience.

Karāchi, Sindh, Pakistan

Social Media Care: I manage social media escalations and ensure our customers have an exceptional in-ride experience by delighting them with our service.Harmony: I focus on delivering a seamless and delightful customer experience for scheduled and intercity bookings in the Pakistan market.Safety and Security: I provide our customers and captains with a secure in-ride experience by leading our Care operations in Pakistan.Verification: I ensure the accuracy and reliability of our booking process, providing a seamless experience for customers and captains around the world.

At Home Project: Leading a unique and innovative project called the "At Home Project" at Careem, with agents working remotely from home to provide top-notch customer service.Team Management: Managing a team of 16 agents with a focus on targeted performance, ensuring that our agents are well-equipped and motivated to deliver exceptional customer service.Live Chat Supervision: Supervising Careem's live chat service for the entire Pakistan market, ensuring that our customers receive timely and efficient support.KPI Management: Managing agents' KPIs, including CSAT, AHT, and Quality, which are interlinked to the project target.Service Level Management: Controlling unwanted shrinkage and managing service level to ensure that our customers receive the best possible experience.Coaching and Training: Coaching agents on new processes and providing guidance on how to avoid errors, continuously improving our team's skills and knowledge.Reporting: Managing all productivity reports on a daily basis, ensuring that we have accurate data to inform our decisions and optimize our processes.

# Worked as customer support executive at Careem Campaign # Worked on different Line of Businesses like Non Voice, Live Chat and Voice Both Captain and Customers. # Worked as a dispute resolver of customers and captains both. # Successfully Maintained KPIs, Csat, Quality and Productivity # I was mentor of two new Batches of Careem Campaign as they were on nesting.

Master'S Degree, Mass Communication/Media Studies

Bachelor'S Degree, Economics