Tanveer Ahmed Shaikh
Deira,UAE
Summary
Accomplished professional with expertise in team leadership and coaching, process improvement, and operational strategy. Demonstrates strong skills in performance monitoring, conflict resolution, and SLA management to enhance operational efficiency. Proficient in workflow optimisation and customer escalation handling, with a focus on merchant onboarding and training. Adept at using Microsoft Office Suite and inventory management tools to support payment follow-up and recovery efforts. Committed to driving continuous improvement and achieving strategic goals within dynamic environments.
Overview
11
11
years of professional experience
1
1
Certification
Work history
Associate Team Leader (Operations)
Noon E-Commerce (NowNow)
Dubai, UAE
04.2024 - 07.2025
- Lead team of 36 agents, achieving SLA targets through coaching, performance monitoring, and one-on-one sessions.
- Manage complex customer and CEO escalations, ensuring timely and high-quality resolutions to maintain brand loyalty.
- Oversee merchant onboarding, training, and support operations to enhance merchant experience and efficiency.
- Streamline merchant operations, ensuring SLA compliance, reducing downtime, and optimizing workflows.
- Collaborate with Rider Support teams to resolve delivery issues, reducing rider-related escalations by 30%.
- Achieve 95%+ SLA adherence in fast-paced Q-commerce environment through process improvements.
- Increase on-time delivery rates by 20% via GPS-enabled dispatching and route optimization.
- Conduct monthly assessments and briefings, reducing errors by 25% through effective communication.
Senior Merchant & Customer Support Specialist
Noon E-Commerce (NowNow)
Dubai, UAE
04.2022 - 04.2024
- Resolved complex merchant support issues to boost operational performance.
- Handled escalated issues related to orders, promotions, and app functionality.
- Collaborated with internal teams to improve operational processes and merchant engagement.
- Implemented training programmes that reduced onboarding times and enhanced platform adoption.
Merchant Support Executive
Noon E-Commerce (NowNow)
Dubai, UAE
11.2020 - 04.2022
- Provided inbound and outbound support to merchants, addressing inquiries on orders and app functionality.
- Managed merchant onboarding and training to improve platform use and customer service standards.
- Resolved merchant and customer issues promptly to ensure satisfaction and retention.
- Collaborated with teams to streamline operations and address merchant concerns.
Sales & Operations Leader / Office Administrator
Millennium Technology India Pvt Ltd
Mumbai, India
09.2017 - 07.2020
- Drove regional sales through effective telesales coordination and robust client relationship management.
- Acquired new dealers while establishing strategic partnerships to expand market presence.
- Managed administrative operations, including task delegation and performance reviews for office staff.
- Ensured timely partner payment clearance, warranty management, and training service delivery.
Senior Executive – Support
Live Technology
Mumbai, India
06.2016 - 02.2017
- Managed backend sales support, encompassing inventory control and telesales operations.
- Facilitated payment collections while nurturing strong client relationships.
- Oversaw customer care to enhance service delivery and satisfaction.
Maintenance Coordinator
Rangsharda Hotel
Mumbai, India
10.2014 - 12.2015
- Conducted maintenance inspections to ensure operational efficiency.
- Resolved guest complaints promptly to enhance satisfaction levels.
- Assisted with event operations, coordinating logistics for seamless execution.
Education
Bachelor of Commerce - Commerce
Mumbai University
MumbaiITI Electrical (NCVT) - Electrical
Fr. Agnel Industrial Training Institute
MumbaiSecondary School Certificate -
St. Theresa’s High School
MumbaiSkills
- Team Leadership & Coaching
- Process improvement
- Performance monitoring
- Operational strategy
- Conflict resolution
- SLA management
- Workflow optimisation
- Customer escalation handling
- Operational Efficiency
- Process Improvement
- Merchant Onboarding & Training
- Payment Follow-up & Recovery
- Microsoft Office Suite
- Inventory Management Tools
- Team supervision
Certification
- Associate Team Leader, Noon E-Commerce (NowNow), 04/01/24
- Branch In-Charge, Millennium Technology, 04/01/18
Languages
English
Intermediate
Hindi
Native
Urdu
Intermediate
Personal Information
- Date of birth: 07/26/90
- Nationality: Indian
Custom
- Cricket
- Music
Timeline
Associate Team Leader (Operations)
Noon E-Commerce (NowNow)
04.2024 - 07.2025
Senior Merchant & Customer Support Specialist
Noon E-Commerce (NowNow)
04.2022 - 04.2024
Merchant Support Executive
Noon E-Commerce (NowNow)
11.2020 - 04.2022
Sales & Operations Leader / Office Administrator
Millennium Technology India Pvt Ltd
09.2017 - 07.2020
Senior Executive – Support
Live Technology
06.2016 - 02.2017
Maintenance Coordinator
Rangsharda Hotel
10.2014 - 12.2015
Bachelor of Commerce - Commerce
Mumbai University
ITI Electrical (NCVT) - Electrical
Fr. Agnel Industrial Training Institute
Secondary School Certificate -
St. Theresa’s High School
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