TANVEER AHMED SHAIKH
Dubai,United Arab Emirates
Summary
Operations Team Leader with proven expertise in Quick Commerce, customer service, merchant support, and last-mile delivery operations. Experienced in leading large teams, managing escalations, and improving end-to-end workflows. Skilled in SLA management, performance monitoring, process optimization, and cross-functional coordination. Known for reducing errors, improving delivery accuracy, and driving high operational performance through coaching, training, and data-driven decision-making.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work history
Associate Team Leader (Operations)
Noon E-Commerce | Quick Commerce (NowNow)
Dubai, United Arab Emirates
04.2024 - 11.2025
- Directed team of 36 agents across Customer Service, Rider Support, Fleet, and Merchant Support Teams, ensuring seamless daily operations and attainment of SLA and performance targets.
- Managed complex customer, manager-level, and CEO-level escalations, delivering timely and accurate resolutions to maintain customer satisfaction and brand trust.
- Monitored rider attendance and ensured timely login according to assigned shift schedules.
- Investigated and resolved rider issues related to fines, location discrepancies, and shift compliance.
- Managed and coordinated 3PL-related operational concerns to maintain smooth delivery performance.
- Oversaw merchant onboarding, training, and full support operations, improving merchant experience, operational readiness, and platform adoption.
- Played key role in onboarding and training new team members, helping them quickly understand processes, quality standards, and service expectations.
- Streamlined merchant operations in fast-paced Quick Commerce environment by improving workflows, increasing SLA compliance, and reducing downtime across teams.
- Achieved 95%+ SLA adherence through process improvements, operational efficiency initiatives, and prioritization of high-impact tasks.
- Improved on-time delivery rates by 20% using GPS dispatching, optimized routing, and real-time monitoring tools.
- Conducted monthly assessments, performance reviews, and operational briefings, reducing errors by 25% through clear communication and coaching.
- Worked with low-contributing and inactive merchants to improve their performance, optimize operations, and increase engagement with platform.
- Led team in achieving operational goals through effective resource management, workflow optimization, and strong cross-functional collaboration.
- Developed and delivered training programs to enhance team capability, improve compliance with company standards, and strengthen technical and operational skills.
Senior Merchant & Customer Support Specialist
Noon E-Commerce (NowNow)
Dubai, UAE
04.2022 - 04.2024
- Resolved complex merchant support issues, improving overall operational performance, service quality, and real-time order accuracy in fast-paced Quick Commerce environment.
- Handled high-priority customer escalations, including manager call-backs, CEO-level escalations, and sensitive social media escalations, ensuring timely, accurate, and customer-focused resolutions.
- Managed escalated concerns related to orders, promotions, delivery delays, and app functionality, maintaining smooth workflows during peak operational periods.
- Oversaw live order and rider coordination to reduce delivery disruptions and enhance last-mile efficiency in rapid-delivery (Q-commerce) operations.
- Collaborated closely with internal cross-functional teams to streamline operational processes, resolve systemic issues, and strengthen merchant engagement across platform.
- Implemented structured training programs that reduced merchant onboarding time and significantly improved platform adoption and operational readiness.
- Delivered high-quality customer service by proactively addressing service gaps, improving communication flow, and ensuring merchant and customer satisfaction throughout order lifecycle.
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 telesales coordination and client relationship management.
- - Acquired new dealers and established strategic partnerships to expand market presence.
- - Managed administrative operations, including task delegation and performance reviews.
- - Ensured timely partner payment clearance, warranty management, and training delivery.
Senior Executive – Support
Live Technology
Mumbai, India
06.2016 - 02.2017
- - Managed backend sales support, inventory control, and telesales operations.
- - Facilitated payment collections while maintaining strong client relationships.
- - Oversaw customer care to improve 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.
- - Assisted with event operations and logistics coordination.
Education
Bachelor of Commerce - Commerce
Mumbai University
MumbaiITI Electrical (NCVT) - Vocational and Technical
Fr. Agnel Industrial Training Institute
Mumbai 08.2012 - 10.2014
Secondary School Certificate -
St. Theresa's High School
MumbaiSkills
- Operational Excellence
- Process & Workflow Optimization
- Performance Improvement
- SLA Management
- Business Intelligence & Data-Driven Monitoring
- Quick Commerce & E-Commerce Operations
- Logistics & Last-Mile Operations
- Rider & Fleet Coordination
- Merchant Operations Management
- GPS Dispatching & Route Optimization
- Inventory Management Tools
- Prioritization & Task Management
- Escalation Management
- Cross-Functional Coordination
- Team Leadership & Coaching
- Problem-Solving & Decision Making
- Conflict Resolution
- Adaptability
- Communication Skills
- Time Management
- Microsoft Office Suite
- Collaboration
LANGUAGES
English
Beginner
Hindi
Beginner
Urdu
Beginner
Marathi
Beginner
INTERESTS
Cricket, Music
Timeline
Associate Team Leader (Operations)
Noon E-Commerce | Quick Commerce (NowNow)
04.2024 - 11.2025
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
ITI Electrical (NCVT) - Vocational and Technical
Fr. Agnel Industrial Training Institute
08.2012 - 10.2014
Bachelor of Commerce - Commerce
Mumbai University
Secondary School Certificate -
St. Theresa's High School