Experience

Snoonu

• Qatar
• Technology, Information and Internet
• 300 - 400 Employee

• Customer Success Lead

  • Sep 2023 - Present



Motive

• United States
• Software Development
• 700 & Above Employee

• Customer Success Manager, CMRL

  • Feb 2023 - May 2023



Retailo Technologies

• Saudi Arabia
• Retail
• 300 - 400 Employee

• Regional CXP Associate

  • Jan 2022 - Feb 2023

  • Launched a centralized NPS for 3 markets ( PK, UAE & KSA) - Launched a CXP plan for all three markets, proactively seeking customer concerns and issues. - Liaison with Product & Design team on launching online NPS on the application. - Launched Net Promoter Score Improvement Plan by conducting multiple focus groups to identify customer complaints, increasing the accumulated score from -1 to +35 -Monitoring customer satisfaction levels through CSAT, play store reviews, and NPS… Show more • Launched a centralized NPS for 3 markets ( PK, UAE & KSA) - Launched a CXP plan for all three markets, proactively seeking customer concerns and issues. - Liaison with Product & Design team on launching online NPS on the application. - Launched Net Promoter Score Improvement Plan by conducting multiple focus groups to identify customer complaints, increasing the accumulated score from -1 to +35 -Monitoring customer satisfaction levels through CSAT, play store reviews, and NPS surveys - Sending out NPS performance report organization-wise, providing actionable customer pain points per city to stakeholders. • Finding out new channels for customer engagement in each market, creating customer journey mapping with the product and digital team. • Creating new aligned processes for return and complaint management policies nationwide, customer satisfaction increased to about 40% in resolving issues. • Conducted focus groups with customers, ensuring all pain points are addressed properly. • Managed a team of 22 members and ensured that voice agents respond to consumers’ calls properly, 600+ Touchpoints per day - Worked with Product & BI functions to optimize CXP KPI's and Tracking on an organizational level. Show less • Launched a centralized NPS for 3 markets ( PK, UAE & KSA) - Launched a CXP plan for all three markets, proactively seeking customer concerns and issues. - Liaison with Product & Design team on launching online NPS on the application. - Launched Net Promoter Score Improvement Plan by conducting multiple focus groups to identify customer complaints, increasing the accumulated score from -1 to +35 -Monitoring customer satisfaction levels through CSAT, play store reviews, and NPS… Show more • Launched a centralized NPS for 3 markets ( PK, UAE & KSA) - Launched a CXP plan for all three markets, proactively seeking customer concerns and issues. - Liaison with Product & Design team on launching online NPS on the application. - Launched Net Promoter Score Improvement Plan by conducting multiple focus groups to identify customer complaints, increasing the accumulated score from -1 to +35 -Monitoring customer satisfaction levels through CSAT, play store reviews, and NPS surveys - Sending out NPS performance report organization-wise, providing actionable customer pain points per city to stakeholders. • Finding out new channels for customer engagement in each market, creating customer journey mapping with the product and digital team. • Creating new aligned processes for return and complaint management policies nationwide, customer satisfaction increased to about 40% in resolving issues. • Conducted focus groups with customers, ensuring all pain points are addressed properly. • Managed a team of 22 members and ensured that voice agents respond to consumers’ calls properly, 600+ Touchpoints per day - Worked with Product & BI functions to optimize CXP KPI's and Tracking on an organizational level. Show less



Ash & Maple Management

• Saudi Arabia
• Business Consulting and Services
• 1 - 100 Employee

• Researcher-EMENA

  • Nov 2021 - Jan 2022

  • Worked closely with consultants to deeply understand client business, requirements of the role, and how it fits into the organization • Implemented search strategies to build the talent pipeline for vacancies at client companies using a variety of methods, including headhunting, Boolean, referrals, and job portals • Enabled data-driven talent strategies and recommendations that influence recruiting strategy and make a real impact • Capture and maintain the accurate market, client… Show more • Worked closely with consultants to deeply understand client business, requirements of the role, and how it fits into the organization • Implemented search strategies to build the talent pipeline for vacancies at client companies using a variety of methods, including headhunting, Boolean, referrals, and job portals • Enabled data-driven talent strategies and recommendations that influence recruiting strategy and make a real impact • Capture and maintain the accurate market, client, and candidate information on knowledge helped create pitches Show less • Worked closely with consultants to deeply understand client business, requirements of the role, and how it fits into the organization • Implemented search strategies to build the talent pipeline for vacancies at client companies using a variety of methods, including headhunting, Boolean, referrals, and job portals • Enabled data-driven talent strategies and recommendations that influence recruiting strategy and make a real impact • Capture and maintain the accurate market, client… Show more • Worked closely with consultants to deeply understand client business, requirements of the role, and how it fits into the organization • Implemented search strategies to build the talent pipeline for vacancies at client companies using a variety of methods, including headhunting, Boolean, referrals, and job portals • Enabled data-driven talent strategies and recommendations that influence recruiting strategy and make a real impact • Capture and maintain the accurate market, client, and candidate information on knowledge helped create pitches Show less



foodpanda

• Singapore
• Internet Marketplace Platforms
• 700 & Above Employee

• Customer Experience - Executive

  • May 2020 - Dec 2020

  - Responsible for the end to end product experience through regular usability testing for existing and new features -Collaborated with Regional/Functional leads across the APAC CX team and stakeholders to develop and adopt the best product designs -Responsible for taking care of customer experience with operations and across other business lines on all things related - Planning and executing actionable and insights to fix root causes of CX experience and other core experiences -… Show more - Responsible for the end to end product experience through regular usability testing for existing and new features -Collaborated with Regional/Functional leads across the APAC CX team and stakeholders to develop and adopt the best product designs -Responsible for taking care of customer experience with operations and across other business lines on all things related - Planning and executing actionable and insights to fix root causes of CX experience and other core experiences - Executed and conducted various activities across the country to reduce negative CX experiences such as ( Mystery shopper, packaging, User testing, user education- marketing related tools) - Data analysis through tablue, and other related dashboards for NPS actionable

• Social Media Executive

  • Oct 2019 - May 2020

  -Extracted meaningful data on customer engagement, satisfaction, and response time. -Worked on new social media campaigns -Assisted as a Beta user for a new app version conducted user meetings for market research -Daily monitoring of social media sites, taking care of PR escalations and cases. -BPO management- high-level escalations, Agents QA and strategies to make contact center efficient and quicker. -Worked on the launch of social media campaigns also using different tools… Show more -Extracted meaningful data on customer engagement, satisfaction, and response time. -Worked on new social media campaigns -Assisted as a Beta user for a new app version conducted user meetings for market research -Daily monitoring of social media sites, taking care of PR escalations and cases. -BPO management- high-level escalations, Agents QA and strategies to make contact center efficient and quicker. -Worked on the launch of social media campaigns also using different tools to increase engagement and turnover- -Increased to about 40% of engagement on social media



United medical and Dental College

• Sales And Marketing Intern

  • Jul 2019 - Sep 2019

  Assisted the marketing team in developing and implementing marketing strategies. Developed engagement plans for university students, while monitoring the social media presence of both the university and hospital. Analyzed a large amount of data presenting key results on powerpoint to stake holders. Assisted in proofreading and editing research papers on medical and psychological developments for medical research journals. Assisted the marketing team in developing and implementing marketing strategies. Developed engagement plans for university students, while monitoring the social media presence of both the university and hospital. Analyzed a large amount of data presenting key results on powerpoint to stake holders. Assisted in proofreading and editing research papers on medical and psychological developments for medical research journals.



Sustainable Living Society

• Pakistan
• Environmental Services
• 1 - 100 Employee

• Head Of Human Resources

  • Feb 2018 - Jul 2018

  Working on Job Descriptions, Recruitment and Selection, Performance Appraisal and Talent Management Procured operational assets for the society, accounting for durability, alignment with social needs Assisted in developing new strategies and business ideas to generate sales Assisted in designing proposals for sponsorship and donations Responsible for 100 students with proper JD alignments per department Working on Job Descriptions, Recruitment and Selection, Performance Appraisal and Talent Management Procured operational assets for the society, accounting for durability, alignment with social needs Assisted in developing new strategies and business ideas to generate sales Assisted in designing proposals for sponsorship and donations Responsible for 100 students with proper JD alignments per department