Usman Rafique
Karachi
Summary
Results-driven professional seeking a challenging role in [industry/field], where my skills in [specific skills] can contribute to the organization's success.
Overview
12
12
years of professional experience
Work History
Senior Team Manager
Daraz.pk
02.2019 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Assisted in recruitment to build team of top performers.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Seller Support Executive
Daraz.pk
01.2017 - 01.2019
- Responded to sellers' complaints regarding service and product quality to solve issues.
- Boosted sales revenue by implementing effective sales strategies and building strong customer relationships.
- Utilize social media platforms to engage customers, share promotions, and stay top-of-mind with target audiences.
- Provided exceptional after-sales support by promptly addressing inquiries or concerns from customers regarding their purchases or services rendered.
- Maximized profitability with strategic pricing, discounting, and inventory management techniques.
Customer Service Team Lead
Ibex Global
01.2015 - 01.2017
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Technical Support Executive
Ibex Global
01.2013 - 01.2015
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Assisted in the development of standard operating procedures for technical support, resulting in improved team efficiency and consistency.
- Tracked KPIs and created continuous improvement plans.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
Education
Bachelor of Arts -
University of Karachi
Karachi, Sindh, Pakistan 04.2001 -
Skills
E-commerce Operations
Logistics and Supply Chain Management
Vendor Negotiation and Management
Customer Support Strategies
Cross-functional Team Leadership
Project Management
Process Optimization
Proficient in MS Office (Excel, Word, PowerPoint) and Internet Surfing
Customer Focus
Coaching and Mentoring
Time Management
MS Office
Academics
- BA - University of Karachi (continue)
- HSC (Commerce), Sindh Board
- SSC (Science), Sindh Board
Nic
42101-77143539
References
Available upon request
Personal Information
- Father's Name: Rafique Haider
- Date of Birth: 07/03/90
- Nationality: Pakistani
- Marital Status: Married
- Religion: Islam
Languages
Urdu
Native language
English
Intermediate
B1
Timeline
Senior Team Manager
Daraz.pk
02.2019 - Current
Seller Support Executive
Daraz.pk
01.2017 - 01.2019
Customer Service Team Lead
Ibex Global
01.2015 - 01.2017
Technical Support Executive
Ibex Global
01.2013 - 01.2015
Bachelor of Arts -
University of Karachi
04.2001 -