Microsoft PowerPoint
Mudasar Solangi
E-Commerce Specialist, Customer Experience
Karachi,Pakistan
Summary
I am having 5+ years of experience in the E-Commerce industry and tech-startup. I believe that in order to be a customer-obsessed, it's my responsibility to be people-obsessed too. I am passionate about creating a thrilled, engaged, productive team.
I'd love to be part of a team where the values are Transparency, Innovation, Simplicity, Modernity, and Togetherness.
Overview
5
5
years of professional experience
4
4
Languages
Work History
Asst. Manager Customer Care & Contact Center
VavaCars
Karachi, Pakistan
02.2022 - Current
- Overseeing call center teams, in-house and BPO (IBEX), including monitoring and reporting metrics such as productivity, answer rate, SLAs, and quality of calls
- Ensured proper quality of the service and strict adherence to processes by the in-house and BPO
- Used to work cross-functionally with stakeholders and support teams to ensure world-class customer service
- Managed call center department for two core businesses, one for consumer-to-business (C2B) and direct-to-consumer (D2C)
- Created IVR flow, end to end execution and testing
- Designed targets for the team to manage the funnel, and the core KPIs to bring customers to our centers and car inventory warehouse by booking the appointments
- Day to day strategy building to keep consistency in show rate (SR%) and conversion rate (CR%)
- Designed scorecard for Team Leads & Call Center Agents, incentive plans, and defined QA parameters
- I used to deep dive analysis weekly/bi-weekly, find gaps, propose ideas and create SOPs and execution
- I used to present weekly performance and concerns related to CRM and Contact Center to PK Leadership and CEO
- I used to be in close coordination with Retail and Commercial for target alignment.
- Updated operational methods, oversee accounting procedures, tracked information and compiled data to improve efficiency
- Modified and directed project plans to meet organizational needs
- Identified, reviewed, and applied policies and procedures
- CRM activities: Catered requests for system improvement, ticket managing via DevOps, management of agent roles in CRM, categories creation & its management
- Managed SMS push via SMS service provider portal
- Worked under alignment with Global Team & Turkey Team, replicating processes protocols, building up performance standards, reporting mechanism and so on.
- Hands-on Systems: Microsoft Dynamics, Admin Portal, Teams, Dext, Quip Document, Outlook for emails, CAPDESK, BOB
Lead System & Process - Customer & Seller Support
Daraz.pk
Karachi, Pakistan
09.2021 - 02.2022
- Owned SOPs and system enhancement/improvement requests for all channels and department that come under Customer & Seller (C&S) Center
- Used to coordinate with all departments outside C&S Center to collect the relevant information and keep the CS Portal updated
- Managed the core KPIs CSAT (customer satisfaction) on a certain percentage, percentage of buyer FCR in % & Resolution Rate (Interaction based)
- Controlled non-FCR and Improved overall FCR (first-call resolution) rate by innovating new processes and working with backend teams
- Looked after Jingle update on CS IVR
- Managed email template in CRM for automated emails.
- I Led exceptional resources to manage day to day queries, disputes and amendments requests, SOPs/content drafting, new process proposals.
- During mega campaigns used to own internal PMOs to C&S center, planned strategies based on forecasted customer overwhelming response, on-going glitches
- Major interaction with Product and Traffic Ops team and stayed in sync with the platform team for help center and Daz (Chatbot) responses
Specialist S&P Customer & Seller Support
Daraz.pk
Karachi, Pakistan
07.2020 - 08.2021
- Reviewed project specifications and designed SOPs that met or exceeded performance expectations.
- Worked with system development and testing team members to design and develop robust agents' performance to meet KPIs for functionality, scalability and performance.
- Informed internal personnel and external stakeholders of project milestones.
- Data analysis to find root cause, came out with ideas and execution
- Used to work internal department such as Transport, Operations and Finance to streamline the complaint inflow.
- Weekly check-ups top 10 complaints categories, made repeated ones the recode
- Dedicated POC for returns & refunds from PK CCO, to review and support regional projects pertaining to returns or returns
- Provide leadership, guidance and supervision to the other teams and create a positive working environment that upholds the vision and values of the organization
Issue Resolution Executive - Customer Services
Daraz.pk
Karachi, Pakistan
10.2017 - 07.2020
- Resolved problems, improved operations and provided exceptional service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Developed team communications and information for meetings.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Order Validation Executive - Customer Services
Daraz.pk
Karachi, Pakistan
03.2017 - 09.2017
- Maintained excellent attendance record, consistently arriving to work on time.
- Increased customer satisfaction by resolving issues.
- Worked flexible hours across night, weekend and holiday shifts.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Education
Bachelors of Commerce -
College of Commerce And Economics
Karachi, Sindh, Pakistan 04.2001 -
Intermediate Pre-Engineering -
Ziauddin Memorial Engineering College
Matriculation - Science -
SMI Model School
Skills
Analytical
Software
Microsoft Excel
Microsoft Word
Microsoft Dynamics
Zendesk
Salesforce
Interests
Table Tennis
Podcasts
Timeline
Asst. Manager Customer Care & Contact Center
VavaCars
02.2022 - Current
Lead System & Process - Customer & Seller Support
Daraz.pk
09.2021 - 02.2022
Specialist S&P Customer & Seller Support
Daraz.pk
07.2020 - 08.2021
Issue Resolution Executive - Customer Services
Daraz.pk
10.2017 - 07.2020
Order Validation Executive - Customer Services
Daraz.pk
03.2017 - 09.2017
Bachelors of Commerce -
College of Commerce And Economics
04.2001 -
Intermediate Pre-Engineering -
Ziauddin Memorial Engineering College
Matriculation - Science -
SMI Model School
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