SHAHARYAR RAHIMTOOLA
Product Manager
Karachi,SD
Summary
Leadership experience of more than 10 years and proven success in both operations management and computer technology. Expertise in team management and operations management with a proven ability to build and maintain tech-teams and customer support teams. Enthusiastic team leader and strategic problem-solver; self-directed, optimistic, and influential. Unswerving focus on information technology, management, quality, timeliness and cost control
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Head of Product Management
ezbuy Pakistan
Karachi, Sindh
07.2018 - Current
- Portfolio management of two different e-commerce platforms with different customer groups with approximately million users.
- Working closely with senior stakeholders to design and scope digital marketing activities, creating e-communications and managing website generated customer inquiries in like with business objectives, strategy and budget parameters
- Administrating and supervising merchandising team to accomplish company target, developing strategies to make recommendations for best tactics for each department
- Evaluating & implementing operational KPIs, in order to improve operational performance and efficiency while minimizing operational costs
- Integrating with last mile and fulfillment partner system in order to streamline processes and improve delivery timeliness for product deliveries within given timeline. This has significantly improved 30% delivery success rate after implementing Customer Advices.
- Meeting customer’s expectations by recommending changes to product or services and websites
- Working closely with other support departments i.e. Finance, IT, Warehouse
- Digital agency, courier partners for any updates or website requirements
- Oversaw product design and roadmap and coordinated aspects of development and rollout.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Oversaw product design and roadmap and coordinated aspects of development and rollout
Sr.Delivery Manager
GFK-Etilize
04.2017 - 04.2018
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness
- Prepared monthly ad hoc reporting in alignment with client needs.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Participated in team-building activities to enhance working relationships
- Improved operations through consistent hard work and dedication
Product Manager
Trivor Software - A VISA Partner Company
Islamabad, Punjab
11.2012 - 11.2016
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints
- Consulted with product development teams to enhance products based on customer data
- Resolved issues immediately ensuring project deliverables were not negatively impacted
- Coordinated development, testing and release of complete suite of software offerings
- Managed all communications between clients, stakeholders and in-house software development team
- Answered client questions via phone and email to quickly resolve issues and improve service.
- Collected customer requirements, directed testing and conducted continuous evaluations to make proactive adjustments to marketing approaches.
- Documented user stories, specifications and product features into detailed work order to communicate across teams and build mandatory requirements.
Delivery Manager
GFK, Etilize
02.2009 - 01.2012
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels
Coordinator Service Center
JAZZ
12.2004 - 12.2008
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
- Interacted with customer’s in-person professionally or via phone, email to provide information and directed to desired staff members
- Processed, scheduled and executed 150+ customer orders on daily basis
- Informed customers of product, price and policy changes to educate on issues and resolve concerns
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Scheduled daily service center employees and monitored performances
- Trained new staff members on company policies and center expectations
Education
Bachelor's of Commerce - Accounting
Karachi University
Karachi 01.2001 - 12.2002
Intermediate of Commerce - Accounting
Govt College of Commerce & Economics
Karachi 01.1999 - 12.2000
Metriculation - Science
Black Hawk High School
Karachi 01.1997 - 12.1998
Skills
Product Launch
Accomplishments
- Project Management Professional Training Program – PMI Islamabad Chapter July – August 2015 Islamabad
- Received 6 weeks Fundamo Product Training in Cape Town South Africa
- 360 degree feedback conducted by KZR formerly known as ‘NAVITUS’ Karachi Marriot
- Seven Habits by Stephen R
- Covey Conducted by PakCOM (INSTAPHONE) at Beach Luxury Hotel Karachi
- Employee of the Quarter Award (Mobilink)
- Employee of the Month (Millicom Professional Services)
Timeline
Head of Product Management
ezbuy Pakistan
07.2018 - Current
Sr.Delivery Manager
GFK-Etilize
04.2017 - 04.2018
Product Manager
Trivor Software - A VISA Partner Company
11.2012 - 11.2016
Delivery Manager
GFK, Etilize
02.2009 - 01.2012
Coordinator Service Center
JAZZ
12.2004 - 12.2008
Bachelor's of Commerce - Accounting
Karachi University
01.2001 - 12.2002
Intermediate of Commerce - Accounting
Govt College of Commerce & Economics
01.1999 - 12.2000
Metriculation - Science
Black Hawk High School
01.1997 - 12.1998