Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
Generic

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

Customer Obsessed

Frugal

Invent and Simplify

Bias for Action

Deliver Result

Think Big

Software

Microsoft PowerPoint

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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Mudasar SolangiE-Commerce Specialist, Customer Experience