Experience

Takeme Super App

• Pakistan
• IT Services and IT Consulting
• 1 - 100 Employee

• Project Manager (Operations - Planning - Growth) 🚀

  • Nov 2022 - Present

  Karāchi, Sindh, Pakistan ▪ Spearheaded the development and implementation of an integrated driver training program, resulting in a 10 % improvement in driver ratings within 2 weeks. ▪ Established and led a customer experience team to monitor and improve all touchpoints and maintain a high level of customer satisfaction (CSAT) through effective customer support processes. ▪ Designed and implemented Standard Operating Procedures (SOPs) for driver retraining to maintain quality standards throughout a driver's… Show more ▪ Spearheaded the development and implementation of an integrated driver training program, resulting in a 10 % improvement in driver ratings within 2 weeks. ▪ Established and led a customer experience team to monitor and improve all touchpoints and maintain a high level of customer satisfaction (CSAT) through effective customer support processes. ▪ Designed and implemented Standard Operating Procedures (SOPs) for driver retraining to maintain quality standards throughout a driver's tenure. ▪ Managed the customer-captain relationship by establishing captain feedback and support channels to ensure optimal customer experience. ▪ Collaborated with cross-functional teams to optimize processes and continuously improve the quality of services offered. ▪ Monitored and analyzed performance metrics to identify areas for improvement and drive performance optimization. ▪ Maintained up-to-date knowledge of industry trends and competitor activity to inform strategic decision-making. ▪ Achieved significant growth in sales by exceeding targets by a factor of 5, contributing to the company's revenue growth. ▪ Partnering with the Tech team to launch the Agent and Customer Apps, improving the order booking experience, agent performance, and order hygiene. ▪ Recruited, trained, and managed staff for the warehouse and operations team, ensuring adherence to company policies and procedures. ▪ Develop and maintain customer experience metrics and KPIs to monitor and continuously improve performance. Show less



Swvl

• United Arab Emirates
• Technology, Information and Internet
• 500 - 600 Employee

• Movement Specialist Executive - Pakistan

  • Feb 2022 - May 2022

  Karachi



Swvl

• United Arab Emirates
• Technology, Information and Internet
• 500 - 600 Employee

• Experience Operations Specialist Pakistan

  • Mar 2020 - Mar 2021

  Karāchi, Sindh, Pakistan ⦁ Worked with the product team to localize offerings for Pakistan ⦁ Provided analytical power to planning and operations teams for efficiencies ⦁ Experimented and implemented multiple pricing models to achieve a better net revenue ⦁ Experienced users and shared the ideas for the product team for Developed and deploying a multi-objective functional product that optimizes operational and execution time of promotions, cash-backs ⦁ Resolving all Technical Issues, related to APP… Show more ⦁ Worked with the product team to localize offerings for Pakistan ⦁ Provided analytical power to planning and operations teams for efficiencies ⦁ Experimented and implemented multiple pricing models to achieve a better net revenue ⦁ Experienced users and shared the ideas for the product team for Developed and deploying a multi-objective functional product that optimizes operational and execution time of promotions, cash-backs ⦁ Resolving all Technical Issues, related to APP ⦁ Monitoring high demand areas and design push factors to incentive supply availability ⦁ Running and assessing different growth experiments and building ⦁ Collaborated with functional teams to make data-driven strategic decisions ⦁ Tracking & Maintaining an all top-up amount data & Analysis ⦁ Took growth initiatives that helped us achieve exponential growth in demand ⦁ Developed Business Intelligence Reports helping managers ⦁ Successfully Completed project with SYSTEMS LTD

• Captain Support Associate Pakistan

  • Jan 2020 - Feb 2020

  Pakistan ⦁ Resolve all Captain Complaint’s during the ride. ⦁ Resolve a Technical, Captain App Issues ⦁ Resolve MAP issues, ⦁ Retrain a Captains on a call ⦁ Coordinate with Captains and Vendors ⦁ Conduct testing ride for a New Captains ⦁ Resolve all type of issues receiving from a Captain end ⦁ Onboard New Captains ⦁ Connected with the Global Team for new updates.

• Online User Experience Strategist

  • Oct 2019 - Dec 2019

  Pakistan ⦁ Monitoring vehicles during the ride. ⦁ Resolved all customer complaints and queries, ⦁ Resolved Corporate, travel, and Pvt booking ⦁ Reporting all complaints and maintaining a daily summary ⦁ Create & Send an SMS to Delay and Cancellation Trips Customers through the E- ocean software & Jazz portal



Trasur Tracking & Surveillance Pvt Ltd

• SENIOR RESEARCH AND DEVELOPMENT EXECUTIVE

  • Jan 2018 - Sep 2019

  Karāchi, Sindh, Pakistan ⦁ Perform software configuration in all devices. ⦁ Supervise technicians and harness department for device and harness issuance and returns ⦁ Supervise testing conducted for device installation, Redo, and Removal through TAVL, GO Safe & LLS ⦁ Resolve issues regarding installations and complaints. ⦁ Provide and resolve issues regarding Web track, Android App and Ignitions alert to clients. ⦁ Conduct training sessions for Junior employees ⦁ Teltonika ( International… Show more ⦁ Perform software configuration in all devices. ⦁ Supervise technicians and harness department for device and harness issuance and returns ⦁ Supervise testing conducted for device installation, Redo, and Removal through TAVL, GO Safe & LLS ⦁ Resolve issues regarding installations and complaints. ⦁ Provide and resolve issues regarding Web track, Android App and Ignitions alert to clients. ⦁ Conduct training sessions for Junior employees ⦁ Teltonika ( International Tracking Software) ⦁ Go-Safe ⦁ Lat Long Solution ⦁ Customer Record Management (CRM)

• INVENTORY R&D EXECUTIVE

  • Aug 2017 - Dec 2017

  Karāchi, Sindh, Pakistan ⦁ Preparing and maintaining records of all inventories. ⦁ Compiling inventory reports and issuing them to management ⦁ Calculate tracking devices, electronics component and accessories orders, to ensure that the proper amount of inventory is distributed at the right time. ⦁ Coordinate with technicians and harness department for device and harness issuance and returns ⦁ Conduct testing of device installation, Redo and Removal through TAVL. ⦁ Resolve issues regarding installations… Show more ⦁ Preparing and maintaining records of all inventories. ⦁ Compiling inventory reports and issuing them to management ⦁ Calculate tracking devices, electronics component and accessories orders, to ensure that the proper amount of inventory is distributed at the right time. ⦁ Coordinate with technicians and harness department for device and harness issuance and returns ⦁ Conduct testing of device installation, Redo and Removal through TAVL. ⦁ Resolve issues regarding installations and complaints. ⦁ Assist in configuration of devices. ⦁ Provide Webtrack, AndroidApp and Ignitions alert to clients.

• NOT REPORTING VEHICLE ASSOCIATE

  • Mar 2017 - Jul 2017

  karachi



TPL Trakker Ltd.

• Pakistan
• IT Services and IT Consulting
• 200 - 300 Employee

• Control Room Operations Associate

  • Jan 2017 - Apr 2017

  Karāchi, Sindh, Pakistan  Monitoring vehicle movements on big screen in the Logistics and Transport Control room using the company fleet management portal.  Monitor driving violation instances (over speeding, harsh braking, harsh acceleration, not wearing a seatbelt, etc.  Forwarded each instance of violations to the designated persons by email, phone call, or SMS depending on violation severity and urgency level and in accordance with the established list.  Generate daily and weekly reports to send to the… Show more  Monitoring vehicle movements on big screen in the Logistics and Transport Control room using the company fleet management portal.  Monitor driving violation instances (over speeding, harsh braking, harsh acceleration, not wearing a seatbelt, etc.  Forwarded each instance of violations to the designated persons by email, phone call, or SMS depending on violation severity and urgency level and in accordance with the established list.  Generate daily and weekly reports to send to the assigned Manager according to the agreed set of reports on truck daily movements, time spent at each location, routes for each trip, safety reports, driver reports, events reports, etc. Each report will be sended to the designated Manager.  Alert drivers in case of violations.  Understanding to read statistical information.  Providing quick responses during emergencies as per safety guidelines.  interpret the use of GPS system for trip safety, product security, etc.  Inform the company of any wrongdoings during the trip.  Software and reporting Show less