Muhammad Shariq Taqi
Lead Supervisor. Operations - Rider Services
Karachi
Summary
A resourceful, hardworking, dedicated individual with bachelors in commerce and certificate accounting technician (CAT-ACCA), possesses good communication, administrative, evaluative, analytical and organizational skills. With proven ability to develop and implement new improvement systems, processes and procedures . Able to work both independently and as apart of productive team demonstrating abilities to meet the required demanding deadlines while maintaining highest standards.
Overview
12
12
years of professional experience
20
20
years of post-secondary education
Work History
Lead Operations Supervisor
ibex.
Karachi
05.2023 - Current
- Directed team leads to enhance their teams performance & accountability
- SFDC- Sales force reporting and managing resources via various reports for Customer Support
- Freshdesk & Tableau – reporting and managing resources via reports for Rider Services.
- Managing site's KPIs (Productivity, QA, AHT, CSAT scores, absenteeism, attrition etc.)
- Coordination with internal support departments (QA, Compliance, WFM & HR)
- Presenting weekly/monthly/quarterly business reviews to the global client
- Client coordination with locally and globally in Malaysia
- Held team engagement activities
- Handled internal & client audits on agents performance
Team Lead - Customer & Rider Support - Foodpanda
ibex.
Karachi
09.2019 - 05.2022
- Handled a team of 25 plus agents
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed team’s KPIs (Productivity, QA, AHT, CSAT scores, absenteeism etc.)
- Daily reporting to the management
- Coordination with internal support departments (QA, Compliance, WFM & HR)
- Given special tasks to improve CSAT & RSAT
- Client coordination and escalations handling with local and global teams
Customer Support Executive
ibex.
Karachi
12.2017 - 09.2019
- Built strong relationships with field operations team to support business development opportunities and improve service
- Handled customers of OLX Pakistan & correspondence regarding technical issues with client and management
- Voice, Email and Chat communication with OLX customers & Email correspondence with customers via Zendesk & Chat correspondence with customers via Zopim
- Managed paid customers account and Ads via Hermes and Atlas panels
Accountant
Mirza Plastics
Karachi
08.2016 - 11.2017
- Managed accounts receivables and their limits.
- Managed finances
- Financial statements reporting
- Managing accounts payables
- Expenses of the company
- Payroll of employee
Branch Support Assistant
IBL - International Brands PVT. Ltd.
Karachi
10.2015 - 07.2016
- Handled organization's accounts (Accounts receivables, Customer aging, Sales and deposit reconciliation statement)
- Adherence of branch's Policies & HSSE requirements
- Maintained official documents and emails
- Handled customer receipts & payments
- Auditing & compilation of company's expenses
- Adjustments of Income tax
- Working on Oracle-E Business-accounts receivable and order management
Travel Consultant
Pakistan International Airlines Contact Center
Karachi
10.2011 - 11.2012
- Handled online reservations for airline customers
- Handled general queries regarding airline operations
- Voice, email and chat communication with airline customers
- Ensured maintenance of performance and quality standards
- Handled PIA Frequent Fly Program Members
- Worked on Aviation Software-SABRE(Semi-Automated Business Research Environment)
Education
Matriculation
Ladybird Grammar School
Karachi 06.1992 - 06.2005
Intermediate - Pre-engineering
Pakistan Shipowners' College
Karachi 06.2005 - 06.2007
Bachelor of Commerce
University Of Karachi
Karachi 06.2011 - 06.2013
Certified Accounting Technician
ACCA - UK
Karachi 06.2007 - 12.2009
Skills
Certificate in English Language course all 3 modules, Grade A from Anglophile
Certificate in Information technology By Skill Development Council Karachi
Certificate in “Basic Passenger & SABRE(Semi-Automated Business Research Environment) Reservation Training” From Pakistan International Airline Contact center, Karachi
Certificate in Firefighting training conducted at PIA contact center By PIA Corporate safety & QA
IELTS by British Council- Over all Band-7 (Speaking-7, Writing-75, Listening-65,Reading-6)
Timeline
Lead Operations Supervisor
ibex.
05.2023 - Current
Team Lead - Customer & Rider Support - Foodpanda
ibex.
09.2019 - 05.2022
Customer Support Executive
ibex.
12.2017 - 09.2019
Accountant
Mirza Plastics
08.2016 - 11.2017
Branch Support Assistant
IBL - International Brands PVT. Ltd.
10.2015 - 07.2016
Travel Consultant
Pakistan International Airlines Contact Center
10.2011 - 11.2012
Bachelor of Commerce
University Of Karachi
06.2011 - 06.2013
Associate of Science - Accounting And Business Management
ACCA - UK
06.2007 - 12.2009
Intermediate - Pre-engineering
Pakistan Shipowners' College
06.2005 - 06.2007
Matriculation
Ladybird Grammar School
06.1992 - 06.2005