AHAD ANWER
Technology Expert
Summary
Solutions-driven and Result-oriented Technology Leader with over 13 years of experience in various roles such as Technical Lead, Product Development, Software Engineering, Analyst, and Trainer. As the Vice President of Technology at Lazada, I successfully developed and led significant products for the e-commerce platform. My strong background and expertise in web development, software development, Agile methodologies, leadership, and management have enabled me to engineer customized solutions to improve business processes, operations, and profitability. With my extensive experience and leadership skills, I am well-equipped to contribute to a company's success as a Leader.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
5
5
Certificates
Work History
Vice President Technology
LAZADA, ALIBABA GROUP
6 2017 - 1 2024
- Led and managed a technical team of 25+ professionals in the customer service domain, aligning with organizational goals to enhance Lazada customer service operations
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Revamp the monolithic architecture of services to microservices architecture, resulting in improved scalability, agility, and performance
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Developed and implemented a comprehensive incident and bugs policy for the CCO domain, defining clear processes for identifying, reporting, and resolving incidents and bugs on production within a defined Service Level Agreement (SLA)
- Utilized data-driven insights and KPI to optimize team throughput, proactively identifying and addressing potential bottlenecks or inefficiencies, keeping throughput above 90% and requirement delivery time below 14d
- Innovated, designed, and implemented several product solutions and reduced Average Handling Time by 30% and Average Resolution Time by 20%
- Pioneered the introduction of a Gen AI-powered Shopping Assistant in Chatbots, significantly boosting sales acquisition metrics for new buyers and enhancing post-purchase experiences
- Developed and implemented Standard Operating Procedures (SOP) that improved chatbots performance, resulting in a 30% increase in resolution rates
- Fostered close collaboration with operations teams to enhance SOP adoption among agents by defining clear standards and processes, leading to increased productivity and performance metrics
- Developed a real-time data dashboard for KPI tracking, providing stakeholders with immediate and actionable insights for strategic decision-making
- Employed advanced statistical techniques for comprehensive data analysis to refine agent performance metrics and foster a culture of data-driven decision-making.
Technical Group Manager
LAZADA, ALIBABA GROUP
05.2017 - 04.2019
- Managed multiple projects, collaborating with cross-functional teams to define product solutions, clarify requirements, prioritize features, and steer the product roadmap
- Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
- Collaborated with other group managers to develop best practices for operational efficiency across departments.
- Drove the implementation of the CLEO and ADA chatbots in six countries, significantly enhancing return on investment (ROI) and reducing the cost per order (CPO) by 50%
- Directed the launch of a self-service portal across six markets, improving customer experience and reducing repeat inquiries by 50%, aligning with strategic business goals
- Led the customer service domain for buyers and sellers
- Led the team of 15 professionals
- Executed the seamless transition of Lazada, Daraz, and Redmart onto Alibaba platform, delivering near-perfect system stability at 99.99%, ensuring complete code reusability, and slicing maintenance costs by 50%.
Product Development Lead
LAZADA, ALIBABA GROUP
11.2016 - 04.2017
- Led strategic planning and prioritization of the customer care product roadmap, collaborating with C-level executives and stakeholders
- Executed the product roadmap, fostering cross-functional collaboration to mitigate dependencies and ensure successful rollout across all Lazada ventures
- Enhanced product quality by conducting thorough market research and incorporating user feedback into design improvements.
- Developed and communicated a clear vision and objectives for six ventures, coordinating rollout strategies with operational teams, and refining products based on user feedback and data-driven insights.
- Facilitated open communication channels between departments to improve collaboration during each phase of the project life cycle.
- Facilitated the transition from Salesforce to Alibaba Xspace CRM, achieving cost efficiencies, increased automation, and improved service operations.
- Conducted comprehensive user design testing for the Help Center product, enhancing usability and resulting in a 20% uplift in customer satisfaction.
Software Engineer / Technical Lead
LAZADA, ALIBABA GROUP
05.2014 - 11.2016
- Managed and developed key features for Lazada, contributing to its ascendancy as the number one e-commerce retailer in Southeast Asia with over €480 million in funding
- Learned and implemented new technologies, including Java and Spring Boot, to integrate with the Alibaba Core architecture
- Coordinated with regional product managers to uphold high coding standards and practices
- Implemented Continuous Deployment (CD) and Continuous Integration (CI) processes to enhance the efficiency of the Software Development Life Cycle (SDLC)
- Trained and mentored team members, encouraging continuous professional growth and skill enhancement
- Acted as Scrum Master, facilitating Agile and Scrum practices with two-week sprints and daily stand-ups to maintain team focus and momentum.
- Collaborated with cross-functional teams to ensure seamless integration of software components.
- Led the design and implementation of new features, contributing to product enhancements and increased user satisfaction.
Software Engineer / Technical Lead
OVRLOD PVT LTD
01.2011 - 09.2014
- Directed a technical team of 3 developers and managed multiple projects, ensuring successful and on-schedule project delivery
- Maintained high coding standards and practices, which led to a significant reduction in bugs and heightened client satisfaction
- Led the design and implementation of new features, contributing to product enhancements and increased user satisfaction.
- Implemented Agile practices and Scrum methodology to streamline development processes, thereby increasing project efficiency
- Constructed multilingual PHP/MySQL websites and applications using MVC frameworks and Agile methodologies
- Set up e-commerce sites with integrated payment solutions such as PayPal and MasterCard/Visa
- Enhanced website and application security and performance, resulting in a better user experience
- Developed SOAP/REST Web Services and built social media applications to boost client engagement on various social platforms.
Education
Master of Science - Computer Science
National University
Karachi, Pakistan 06.2011 - 05.2013
Bachelor of Science - Computer Science
Hamdard University
Karachi, Pakistan 01.2007 - 04.2011
Skills
Java
Certification
Oracle Certified Associate, Java SE 8 Programmer I, 02/2018
Timeline
Technical Group Manager
LAZADA, ALIBABA GROUP
05.2017 - 04.2019
Product Development Lead
LAZADA, ALIBABA GROUP
11.2016 - 04.2017
Software Engineer / Technical Lead
LAZADA, ALIBABA GROUP
05.2014 - 11.2016
Master of Science - Computer Science
National University
06.2011 - 05.2013
Software Engineer / Technical Lead
OVRLOD PVT LTD
01.2011 - 09.2014
Bachelor of Science - Computer Science
Hamdard University
01.2007 - 04.2011
Vice President Technology
LAZADA, ALIBABA GROUP
6 2017 - 1 2024
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Awards
- CX Asia Excellence Award - Best Use of CX Technology Silver, Lazada, Alibaba Group, 2020/2021
- Super Hero of Engineering, Lazada, Alibaba Group, 2017
- Employee of the month, Ovrlod Pvt Ltd, 2011
Languages
English
Advanced (C1)
Interests
Gaming
Technology
Science
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