FARRUKH LATEEF SHAIKH
Karachi, Sindh
Summary
Collaborative leader dedicated to fostering an engaged and empowering work culture through effective partnership with coworkers. Skilled in building and maintaining relationships with diverse stakeholders in a dynamic and fast-paced environment.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Category Team Lead
OLX Pakistan
05.2023 - Current
- Worked different stations to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Divert B2B traffic on Digital platform to optimize the response.
- Add more space of Digital on web as per market trend.
- Introduced Smart Static IVR (Instant customer endorsement) to enhance customer experience.
- Improve impressions on Digital ads.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Managing Director
Madina Supermarket & Pharmacy
07.2019 - 02.2023
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Joint venture with ARY Sahulat to digitize our servies.
- Introduced Home Delivery of medicine 1st time in the city.
- Introduced Digital customer feedback service.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Negotiated new annual contracts and service agreements with vendors to achieve prime pricing.
Manager of Operations, Dominos
Ibex Global Pvt. (Ltd.)
12.2017 - 05.2019
- Monitor ASA and delivery service level.
- Coordination with team leads and censors to ensure meeting service level criteria.
- Daily Ops tasks, QA refreshers, recruitments, projections management.
- Keep an eye on peojected and real offered call volume.
Assistant Manager, Food Panda
Ibex Global Pvt. (Ltd).
07.2014 - 11.2016
- Monitored customer chat and correspondances.
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Timely delivery of ordered goods and ensure the quality deliveries..
Assistant Manager, Telenor Pakistan.
IBEX Global (Pvt.) Ltd
11.2012 - 06.2014
- Mentored team members to enhance professional development and accountability in workplace.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Revamp the performance gauging model.
- Channelizing internal communication & Show performance on digital screens.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Increase company cliental by bringing new business on board.
- Ensure to install Telenor Application to all users and make it user friendly.
- Introduced Customer locality program via Easy paisa service.
Senior Operations Supervisor
Warid Telecome Pvt. LTD.
05.2009 - 07.2012
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Digitalize and automated IVR & introduced Automated Calling System.
- Ensuring FCR & NPS.
- Automation in IVR for customer ease.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Assisted in recruiting, hiring and training of team members.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Call Center Customer Service Representative
Warid Telecom (Pvt.) Ltd
01.2005 - 04.2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educate customer for our Digital IVR service & other digital touch points those are for customer interest.
Call Center Agent
Connect Pvt. Ltd.
01.2004 - 04.2004
- Out bound Call Center, To work on CRM
- To handle or deal with Customers in USA
- Motive is to generate Sales & Customer Support
Trainee of Assistant Network Administrator
Gem Internet Services
01.2003 - 12.2003
- Windows 2000 server handling
- To configure MRTG
- Server Terminal handling
- Active and inactive user detail.
Education
Masters of Business Administration - Finance And Accounts
Preston Institute of Management Science and Technology
KarachiBachelors of Computer Science - Computer And Information Sciences
Newport's Institute of Communication & Economics
KarachiIntermediate - Engineering (Pre-Engineering)
P.E.C.H.S Foundation College
KarachiMatriculation - Science Education
Muhammadi Public School
KarachiSkills
- Vendor management
- Safety processes and procedures
- Client Service & Account Management
- Business process re-engineering
- Telemarketing & Telephony skills
- Planning and Coordination
- Recruitment and TNA
Certification
Diploma in Information Technology
Multiple Training & Workshop session on Customer services
Specialization on Client management skill by Novatis
Languages
English
Upper intermediate (B2)
Urdu
Advanced (C1)
Punjabi
Upper intermediate (B2)
Sindhi
Beginner (A1)
Timeline
Category Team Lead
OLX Pakistan
05.2023 - Current
Managing Director
Madina Supermarket & Pharmacy
07.2019 - 02.2023
Manager of Operations, Dominos
Ibex Global Pvt. (Ltd.)
12.2017 - 05.2019
Assistant Manager, Food Panda
Ibex Global Pvt. (Ltd).
07.2014 - 11.2016
Assistant Manager, Telenor Pakistan.
IBEX Global (Pvt.) Ltd
11.2012 - 06.2014
Senior Operations Supervisor
Warid Telecome Pvt. LTD.
05.2009 - 07.2012
Call Center Customer Service Representative
Warid Telecom (Pvt.) Ltd
01.2005 - 04.2009
Call Center Agent
Connect Pvt. Ltd.
01.2004 - 04.2004
Trainee of Assistant Network Administrator
Gem Internet Services
01.2003 - 12.2003
Masters of Business Administration - Finance And Accounts
Preston Institute of Management Science and Technology
Bachelors of Computer Science - Computer And Information Sciences
Newport's Institute of Communication & Economics
Intermediate - Engineering (Pre-Engineering)
P.E.C.H.S Foundation College
Matriculation - Science Education
Muhammadi Public School
Similar Profiles
Muhammad Rizwan AhmedMuhammad Rizwan Ahmed
Specialist Trainer at OLX PakistanSpecialist Trainer at OLX Pakistan
Shahzad BabarShahzad Babar
Business Development Executive at OLX Classified PakistanBusiness Development Executive at OLX Classified Pakistan
Paola Zambra SánchezPaola Zambra Sánchez
Gerente De Desarrollo Inmobiliario at OLX AUTOS (Olx Group)Gerente De Desarrollo Inmobiliario at OLX AUTOS (Olx Group)