Naqvi Muntazir Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Led enterprise project implementations across Australia, Singapore, Malaysia, Indonesia, Vietnam, Brazil & India,managing all aspects from planning & execution to post-go-live support. Utilized Agile methodologies (Scrum boards, sprints) to deliver high-value features on time. Proficient in JIRA & Azure DevOps for project management & automation. Successfully conducted on-site visits in Singapore and India to engage international clients, providing in-depth product understanding and delivering impactful CRM demonstrations.. Strong communication & collaboration skills to manage stakeholders & ensure project success. Used generative AI tools like ChatGPT, Gemini and Clueso to implement project more efficiently.

India

Supercharged customer experience, achieving an impressive 8% YoY increase in Net Promoter Score (NPS). Spearheaded the implementation of KaptureCRM as a unified platform, streamlining communication, reporting, and customer interaction management for enhanced efficiency. Harnessed data analysis to optimize operations, identify customer trends, and inform strategic decision-making processes. Managed social media and WhatsApp teams, ensuring prompt customer concern resolution within established Service Level Agreements (SLAs). Collaborated with department heads to develop and execute strategies for improving key customer experience metrics like NPS, CSAT (Customer Satisfaction), and FRT (First Response Time). Led cross-functional teams and championed Six Sigma methodologies to identify and eliminate process gaps, driving operational excellence across the organization. Additionally, fostered a culture of continuous improvement by implementing the PDCA (Plan-Do-Check-Act) cycle.

Bangalore

Bengaluru Area, India

Led Amazon's Compliance Operations (C-Ops) team, ensuring legal and safety compliance across global marketplaces. Proactively mitigated risks for smooth international product flow. Championed customer protection by safeguarding against illegal and hazardous products, strictly aligning with global regulations. Defined and defended regulatory policies, upholding compliance standards. Identified and reported violations, initiating corrective actions to prevent fraudulent sellers from listing illegal products on Amazon platforms.

Bengaluru Area, India

Led a cross-departmental project that streamlined customer escalations, reducing resolution time by 23%. Championed customer satisfaction by designing and delivering job training programs for new hires, and through ongoing coaching on customer service excellence. Utilized data analytics to combat fraud, reducing incidents by 14% and collaborating with legal on appropriate actions. Additionally, managed omni-channel orders, hyper-local deliveries, and last-mile operations, increasing delivery efficiency. Proficient in Microsoft Excel and Google Suite, I leveraged these skills for comprehensive data analysis, optimizing operations and providing actionable insights for continuous improvement.