Muhammad Osama Email & Phone Number

Pakistan

Karāchi, Sindh, Pakistan

• Financial Impact: ◦ Conducted a thorough analysis of the app's financial transactions, identifying untapped opportunities and successfully preventing app wallet leakages and drivers fraud. Suggested solutions that resulted in a remarkable 5% increase in overall revenue and enhanced user experience. ◦ Applied data-driven strategies to unlock 500k users affected by product issues, achieving a 5% re-engagement rate and a corresponding increase in revenue. ◦ Streamlined accounts payable and receivable processes, improving cash flow management and operational efficiency. ◦ Performed comprehensive reconciliations for drivers and customers, ensuring accurate financial reporting and compliance. • Optimization & Automation: ◦ Designed a robust refund procedure for drivers, integrating key data points to ensure transparency, accuracy, and effective fraud detection in refund cases. ◦ Pioneered a 70% reduction in manpower by automating carpool operations, and optimizing daily commutes, customer payments, and driver payouts. ◦ Developed an automated incentive process for the recovery team, reducing manual intervention and enhancing the verification of recovery authenticity. • Analysis & Visualization: ◦ Collaborated seamlessly with cross-functional teams, extracting meaningful insights from data and providing valuable inputs for informed decision-making. ◦ Developed and managed a dynamic customer support dashboard, enabling real-time monitoring of agent performance and providing an all-encompassing view of customer service trends.

Karachi, Sindh, Pakistan

•Collaborate with cross-functional teams to ensure effective communication of operational goals, updates, and strategies.•Assist in developing and executing crisis management plans, ensuring operational continuity during unexpected events.• Gain insights into customer needs and concerns, collaborating with customer support teams to enhance the overall rider experience.•Support marketing efforts by providing operational insights and data to refine campaigns, promotions, and user engagement strategies.• Generate reports and visualizations that provide actionable insights for decision-making.• Participate in brainstorming and ideation sessions for innovative process improvements.• Assist in the development of operational plans and strategies to meet business goals, considering factors such as demand, supply, and market trends.• Contribute to the creation of short-term and long-term operational roadmaps.