Usman Khan
Karachi,SD
Summary
Results-oriented professional with a robust background in customer-centric roles. Committed to delivering excellence in service and mastering client relationship management. Strong educational foundation in commerce with an impressive track record of outstanding achievements across diverse industries. Career characterized by a relentless pursuit of excellence, consistently yielding exceptional results.
Overview
8
8
years of professional experience
Work History
Card Management Associate
SadaPay Pvt. Ltd.
04.2023 - Current
- Successfully resolved a substantial backlog of 1,900 debit cards
- Developed and executed a comprehensive plan to tackle card retrieval for 3,000 cases
- Formulated an effective policy for effectively implementing deductions with courier companies.
- Developed a comprehensive card dashboard that enhanced understanding of card procurement and inventory management
- Ensured timely and accurate processing of vendor payments
- Contributed to the creation of vendor contracts in collaboration with the legal team
Recovery Associate
Swvl
01.2023 - 04.2023
- Served four months as a valuable member of the SWVL recovery team
- Mitigated invoice discrepancies through consistent client communication
- Fostered transparency and accuracy by circulating updated invoices to clients.
- Successfully retrieved outstanding payments totaling around 30 million PKR.
Customer Success Executive
SWVL Pakistan Pvt. Ltd.
01.2021 - 12.2022
- Enhanced compliance and operations by achieving a 99% conversion rate from LOI to Contracts.
- Drove customer experience improvements, resulting in a 97% client retention rate for the year 2022
- Successfully drove EBIDTDA profitability in Karachi and boosted net margin by 3% through the implementation of the 'Cost Optimization' Project
- Consistently achieved sales growth by upselling, resulting in approximately PKR 3.95 million generated quarterly in 2021.
- Achieved PKR 30 million in recoveries by expertly managing financial operations, including invoicing and receivables.
- Resolving complaints and implementing Customer Chat Support to improve service.
Service Ambassador & Coordinator
TCS Pvt. Ltd.
01.2017 - 02.2021
- Proficiently handled inbound calls for both domestic and international clients, offering live support as a Call Center Agent
- Collaborated with the International Operations Department to effectively address complex global shipment inquiries and concerns
- Ensured precise shipment arrangements and timely deliveries through effective coordination with operations team.
- Meticulously handled and resolved customer complaints, actively seeking to improve the overall customer experience.
Education
Bachelor in Commerce (B.Com) -
Premier College
Karachi, SD12.2024
Intermediate -
Sir Adamjee Institute
Karachi, SD05.2013
Skills
- Crm
- Excel
- G-Suite
- Hubspot
- Ms office
- Communication
Languages
English
Advanced
C1
Urdu
Proficient
C2
Timeline
Card Management Associate
SadaPay Pvt. Ltd.
04.2023 - Current
Recovery Associate
Swvl
01.2023 - 04.2023
Customer Success Executive
SWVL Pakistan Pvt. Ltd.
01.2021 - 12.2022
Service Ambassador & Coordinator
TCS Pvt. Ltd.
01.2017 - 02.2021
Bachelor in Commerce (B.Com) -
Premier College
Intermediate -
Sir Adamjee Institute
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