Syed Ebad Email & Phone Number

Pakistan

Currently working under the capacity of Regional Team Lead Business Intelligence; where my primary responsibility is to provide visibility to current performance of KPIs and forecasting across Daraz ventures. This includes enhancement for business team to achieve their targets and to check the customer and seller pain points, and analyzing and revamping KPIs of commercial and support departments focusing on business goalsMajor Achievements:● Become a part of team through data side who designed and implemented Alibaba’s CRM tool “XSpace” across all Daraz ventures. Developed sample queries to check how the data was reflecting in the system and point out bugs where configuration team need to fix also comparing current configuration with product requirement documents, configuration files, SOPs, and other relevant documents for all CRM related services.● Significant improvement in overall complaint resolution for all mediums including voice, email, form and chat from 26% to 95% within SLA because of the visibility on pain points of seller and customer also Improved lead time of more than 80% (E2E decreased from 10 days to 2 days).● Become a part of claims team from data side to revamped claims decision matrix and introduced seller & customer KPIs for better and quicker resolutions, resulting in reduction of 60% in business losses because of the proper visibility and data insights.● Achieved 15% growth in business share of seller support.● Business team Improved NPS score by 20% and SSAT by 16% with standing of 95% satisfaction rate across group by having the data insights in timely manner and suggestions.

Karachi, Pakistan

As an e-commerce operations manager, I was responsible to manage all the e-Business operations related to e-Commerce, e-Sales, Business development, e-Merchant account, and Advertisement.Major Achievements:● Developed e-business alliances with Daraz and other companies to enhance the online sales and operations● Design warehouse administration system SOP and WH Procurement & Consumption analysis report.● Developed process flow and strategies related to Inbound, Outbound and Dispatch to meet the delivery SLA.● Implemented order verification matrix to auto verify or cancel the orders based on multiple criteria, that helped increase the efficiency of Customer Service team.● Developed the daily, weekly and monthly sales report to identify the trend and pain points in the process.

Pakistan

I worked as a Team Lead Quality & Compliance with the responsibility establishing smooth warehouse operation which includes: package inbounding, inventory stacking and storage, outbound, and aftersales. I was also responsible of process compliance to ensure the quality standards and meet customer expectations.Major Achievements:● Prepared weekly and monthly performance report for both warehouse operations and logistics for management visibility and decision making.● Designed and created SOPs for different warehouse process and provide trainings to the teams on systems and related procedures.● Set targets and developed KPIs for all sub divisions along with agent scorecard to monitor daily and weekly performance.● Introduced daily standup meeting with all operation departments to identify blockages and their solutions to meet the respective SLAs.● Developed strategies for monitoring defective inventory to reduce product losses from 37% to 21%.● Setup and design the process between Admin, finance and operation teams for consignment reconciliations and courier loss adjustments. Helped achieving interdepartmental projects such as Marketing, Finance and CS that are linked with operations to improve customer experience.

Pakistan

● Successfully reduced customer churn rate and complaint ratio by 34% by achieving the benchmark of 100+ avg. monthly site approving and mapping of internet devices.● Helped increase in customer experience from 26% to 47% by resolving connectivity issues and providing bonus internet to the loyal customer.

Karachi

● Successfully achieved 3 working days resolution time for customer’s complaints received from 1,624 NBP branches from all over Pakistan.● Worked on a project of Karobar Tele-Collection project and achieved 10% monthly settlements growth.● Determine root causes of recurring complaints and formulate improvements to mitigate them results in decreasing of 20% complaints per branch.

Pakistan

● Telemarketing of financial products and services to existing and prospective customers● Managed customer bank accounts; open, close and oversee transactions for more than 100 customers on daily basis.● Resolved discriminated cases with Return Rejection Unit leading to decrease in customer churn rate by 30%.● Conducted internal trained sessions for co-workers.

Master'S Degree, Economics, A

Bachelor Of Commerce - Bcom, Business/Commerce, General, A