Paras Hizbullah
Karachi
Summary
Experienced professional in customer operations with a dedication to fostering teamwork and driving successful outcomes. Demonstrated expertise in cultivating strong customer relationships, optimizing processes, and enhancing service delivery. Known for reliability and adaptability, consistently meeting evolving demands and making valuable contributions to organizational achievements. Proficient in problem-solving, effective communication, and leadership, ensuring seamless operations and customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Lead - Customer Operations
foodpanda
08.2023 - Current
- Implement strategies to improve First Contact Resolution (FCR), aiming to resolve customer issues effectively and efficiently during the initial interaction. Effective improved the FCR by 25% in a year.
- Develop and optimize macros and tools to streamline operations and improve efficiency in handling customer inquiries.
- Review, update, and maintain SOPs to ensure alignment with the best practices and provide clear guidelines for team members.
- Collaborate with Quality Assurance teams to conduct evaluations and ensure compliance with established SOPs, maintaining high service quality standards.
- Conducting market research to refine the existing processes.
- Monitor process adherence and effectiveness through data-driven analysis and present improvement measures. Design and deploy the Process Improvement framework by gathering requirements from stakeholders
- Close coordination with the account managers has helped in reducing the failed order count by 1%.
- Perform E2E UAT to ensure smooth functionality with the new feature launches.
- Drive the vertical launch process, including creating SOPs and supporting the rollout at Business Process Outsourcing (BPO) centers, while providing insights to vertical owners.
- Collaborate with the cross-functional team (CFT) to improve the coordination between riders, customers, and vendors.
- Oversee wallet and payment-related initiatives and launch of new payment methods.
- Take self-initiative to implement cost control measures
- Execute ad-hoc calling tasks
- Manage organizational-level stakeholders at the local level to drive business decisions
- Lead project rollouts and execution
Senior Associate - Customer Operations
foodpanda
08.2022 - 07.2023
- Designed and Aligned SOP's with APAC (12 Countries) to determine the market sentiments towards customer resolution
- Revamping the refund feature by giving the agent the feasibility to execute the resolution and reducing the cash loss.
- Revamping the re-delivery structure by aligning with different departments to increase customer satisfaction
- Continuous testing on the Help Center to modify or amend any changes which can increase the customer satisfaction ratio
- Optimizing Agent performance by developing metrics and SOPs based on the data
Associate - Quality Assurance & Operations Audit
Foodpanda
01.2020 - 07.2022
- Responsibilities include at least 500 audits of audits per week to reduce the defect rate.
- Conducted NHT and Product training for new resources hired for Customer Services. This includes the creation of training material & tool manuals.
- Trained initial and successive batches for Customer Services at BPO
- Conducted floor-wise assessment after the first batch to establish a base standard for Customer service resources.
- Weekly QA calibration sessions for accurate marking.
- Also worked with BPO QA team to constantly improve Customer Services quality by enhancing agent-customer communications
- Actively involved with APAC (Asia Pacific Leadership) to align PK-specific SOPs and adopt the best practices as per the local target audience.
- Analyzed, Assessed and updated Standard Operating Procedures for three ops departments Vendor Service, Rider service, & Customer service
Education
Bachelor of Arts -
University of Karachi
Karachi12.2023
Diploma in Event Management - Event Coordination, Media Marketing, Advertising, Public relations
Indus Valey School of Art And Architecture
Karachi06.2015
Skills
- Customer Service
- Community Management
- Data Visualization
- Data Analytics
- Collaborative mindset
- Operational efficiency
- Problem-solving
- Problem-solving abilities
- Multitasking
- Team leadership
- Decision-making
Certification
- Salesforce Administrator, Salesforce, 03/2020
- Connecting Team work to Strategy, Strategizing, 03/2020
- Microsoft PowerBI, Data Visualization, 03/2020
Timeline
Lead - Customer Operations
foodpanda
08.2023 - Current
Senior Associate - Customer Operations
foodpanda
08.2022 - 07.2023
Associate - Quality Assurance & Operations Audit
Foodpanda
01.2020 - 07.2022
- Salesforce Administrator, Salesforce, 03/2020
- Connecting Team work to Strategy, Strategizing, 03/2020
- Microsoft PowerBI, Data Visualization, 03/2020
Bachelor of Arts -
University of Karachi
Diploma in Event Management - Event Coordination, Media Marketing, Advertising, Public relations
Indus Valey School of Art And Architecture
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