SUFI MUZAMMIL
Operations Lead
Summary
Highly skilled professional with 7+ years of experience handling
delivery operational activities in Middle East and India, for leading
logistics companies with online delivery platform. Having a Career
history of enhancing operational efficiency, streamlining processes,
and building customer satisfaction.
A key team player, always ready to help fellow employees, a
dedicated & hardworking employee and always ready to explore,
adapt and learn new things, actively part of training and developing
new joiners and helping them in every way possible.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Operations Lead
Hafla
Dubai, UAE
03.2022 - Current
- Planning and managing logistics, warehouse, transportation and customer services.
- Directing, optimizing and coordinating full order cycle.
- Managed onboarding process for new suppliers.
- Managed order routing, collection, and sorting processes.
- Planned and Improved NPS and Google ratings.
- Planning, organizing and monitoring processes as well as improvising process for increasing profitability.
Quality Assurance Associate/Customer Service Executive
Instashop
Dubai
10.2021 - 07.2022
- Handled Inbound calls from stores & customers.
- Worked closely with logistics, directing, optimizing and coordinating with delivery riders.
- Handled customer's complaints on chat support and call support. Every complaint from customer was resolved and followed up efficiently.
- Maintained customer satisfaction rating of 4.8 out of 5.
- Met KPI target's like AHT,FTR & CSAT.
Merchant Support
Noon.com
Dubai
04.2021 - 09.2021
- Worked closely with merchant related Issues & logistic related Issues for Now Now process
- Handled Inbound calls from merchant's.
- Did Outbound calls to merchant's and delivery riders to avoid delays and to keep track of orders.
- As per business requirement got moved to content creation team after 3 months.
- Created content for new products to list on Now Now platform.
- Edited Images and created excel files for all categories.
- Corrected images, description & prices for listed products.
- Maintained excel records of all new products and listed products.
- Did quality check every alternate day to identify and make corrections of online listed items.
Team Leader
Element14 Pvt Ltd
Bangalore
09.2019 - 02.2021
- Handled team size of 15-20 agents for Inbound calls and email support.
- Developed team's performance by giving multiple feedback and training's.
- Planned team's roster on weekly basis.
- Maintained shrinkage and attrition.
- Set clear monthly goals and targets.
- Planning and organizing team building activities.
Sr. Customer Service Executive
Accenture Pvt Ltd
Bangalore
03.2018 - 08.2019
- Handled Inbound calls for UK process, 80-120 per day
- Handled billing, package & technical related Issues
- Did upsell, cross sale of packages to customers to generate more revenue
- Handled technical troubleshooting calls If customer's facing issue with product or service's
- Met targets like AHT, FTR, NPS efficiently.
Customer Service Executive
Myntra Pvt Ltd
Bangalore
07.2015 - 03.2018
- Handled Inbound calls, 80-120 per day.
- Got promoted as Escalation Executive post completion of 1 year.
- Handled escalation calls, 50-60 per day.
- Followed up with all escalation issues until resolved.
- Handled customer Issues through e-mail and calls.
- Met target's like FTR, AHT, NPS efficiently.
Education
Masters Of Business Administration - Business Administration
MIBM Global University
Noida 03.2014 - 04.2017
Skills
Problem Solving
Decision making
Interpersonal skills
Microsoft office
Multitasking abilities
Logistics expertise
Time management
Timeline
Operations Lead
Hafla
03.2022 - Current
Quality Assurance Associate/Customer Service Executive
Instashop
10.2021 - 07.2022
Merchant Support
Noon.com
04.2021 - 09.2021
Team Leader
Element14 Pvt Ltd
09.2019 - 02.2021
Sr. Customer Service Executive
Accenture Pvt Ltd
03.2018 - 08.2019
Customer Service Executive
Myntra Pvt Ltd
07.2015 - 03.2018
Masters Of Business Administration - Business Administration
MIBM Global University
03.2014 - 04.2017