Waheed A. Email & Phone Number

Pakistan

Streamline operational processes (Customer Feedback & Customer Excellence) to improve efficiency and productivity.Implemented quarterly Roadmap planning on Monday Boards (MDC) to improve efficiency and growth. Collaborate with marketing, sales, engineering, content & product teams to design and execute growth initiatives.Work closely with the product.

Lahore, Punjab, Pakistan

• Spearheaded growth strategies for three distinct private label brands, driving substantial direct-to-consumer (DTC) expansion through collaboration with global teams.
• Successfully revamped the websites for Private Lable brands, resulting in a significant optimization of conversion rates.
• Pioneered the B2B segment of the business, taking ownership of the end-to-end process. This involved defining the supply chain, establishing a dedicated website, identifying target audiences, and implementing protocols.
• Took charge of Digital Operations for the DTC sector, establishing an effective feedback loop among Marketing, Product Development, and Research teams. Utilized data and customer reviews to make informed decisions and.
• Took charge of influencer and email marketing, e-commerce, and customer experience teams, ensuring seamless alignment with business objectives and goals.
• Collaborating closely with the Performance Marketing team, optimizing the customer funnel, and boosting conversion rates through rigorous A/B testing.

Lahore, Punjab, Pakistan

• Heading Customer support, data analysis, E-commerce, online consumer experience, and digital marketing departments
• Implementation of ERP (Odoo), performance dashboards (Sales, performance marketing, product analysis, customer segmentation, production planning)
• Working on shifting the e-commerce platform from Magento to Shopify
• Helped marketing and content team with content creation and posting workflow
• Continuously assess and implement KPIs within the CS team to enhance customer experience
• Project management on Trello, Jira, and Confluence

Lahore District, Punjab, Pakistan

• Restructured the Customer support department
• Integrated Messegebird as a singular platform to handle customer queries to increase customer satisfaction
• Increased customer query response rate from 40% to almost 100%
• Set up more than 20 KPIs and SOPs for before and after-sale services
• Handled Product and Project Management of different Magneto features for the frontend and backend e.g. Product page Redesign, checkout redesigning, customized reports, etc.
• Sprint Management of different e-commerce features (Resolution of more than 85 bugs, 60 improvements, and 20 new features on frontend and backend in a span of 06-08 Months)

Lahore District, Punjab, Pakistan

Lahore, Pakistan

• Prioritizing the fiber related issues in the city to make the efficient use of the limited resources available.
• Communicating/Coordinating with different department (NOC, ROC, Business Ops, Corporate sales, deployment, Zong NMS, Ufone NMS) within PTCL and outside PTCL to ensure uninterrupted services and customer satisfaction.
• Ensuring high quality of work at PTCL by conducting PAT (Provisional Acceptance Test) of vendors.
• Updating current PTCL fiber network and MSAGs on Google earth and planned the diversion route for the technically troubled areas.

Master'S Degree, Electrical, Electronics And Communications Engineering

Bachelor Of Science (Bs), Electrical, Electronics And Communications Engineering

Fsc, Pre-Engineering