Continually look for ways to improve the regular delivery of standard analysis/reporting/dashboarding through automation, streamlining, and Power BI reporting. 
Extracting data for the purpose of detailed analysis will provide the team with valuable and relevant insights
Validate and provide support for all analyses using standard statistical methods. 
Prepare and present a comprehensive report/summary of conclusions drawn from the analysis. 
Identify patterns and develop predictive models on complex data sets. 
Combine analytical expertise and business insight to answer critical business questions and opportunities, delivering critical insights to the company’s business in ways that make a significant impact.
Regularly measure and report SLA performance and quality metrics to customers. 
Provide weekly/ monthly/ ad hoc reporting and analysis across all business areas 
Analyse and interpret data, identifying key insights and trends in business performance 
Create and maintain dashboards and reports to support operations and performance management 
Create management reports as required for forecasting and strategic decision making 

Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition 
Acquire a thorough understanding of key customer needs and requirements 
Expand the relationships with existing customers by continuously proposing solutions that meet their objectives 
Ensure the correct products and services are delivered to customers in a timely manner 
Serve as the link of communication between key customers and internal teams
Resolve any issues and problems faced by customers and deal with complaints to maintain trust  
Play an integral part in generating new sales that will turn into long-lasting relationships 
Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics 
Daily performance sharing on email 
Daily top brands are pre-alert to instruct zones for prompt deliveries. 
Daily outstanding reconciliations 
WhatsApp group follow-ups \\
Daily Undelivered CN#’s/ Pending reasons reports sent to clients/Shippers 
Ensure the forward leg and return leg both should be stream-line. 
Proof of Delivery & Physical verification related issues should be sorted out 
Claim/Loss cases should be tried to sort out within 45 days till the final settlement 
Follow-ups on reversal and vendor pickups management on a daily basis 
Share monthly return justifications and tips to enhance delivery success ratio on physical/online meetings 
Monthly/Weekly meetings with customers to get their experience & resolve their queries to provide the best services as per their expectations
Feedback calls to clients on a regular basis. 

Was PromotedTeam Leader CSR to E-Commerce CustomerSupport Representative 
Managing and coordinating e-commerce shippers 
Leading or supervising a team of Debriefing & Pending staff 
Leading a team handling all undelivered shipments throughout the network 
Managing the reporting of all East area couriers, regarding debriefing 
Leading the COD monitoring desk in the area 
Keeping a record of correspondence with customers in Customer-Pro. 
Managing debriefing of COD couriers 
Managing a team according to the required condition 
Leading a team handling queries concerning to corporate, account& retail customers 
Communicating courteously with customers by telephone and email 
Investigating and solving customer\'s problems, which may be complex longstanding problems that the Debriefing officer has passed on 
Keeping accurate records correspondence with customers 
Coordination with the sales team for their client’s shipment follow up 
Coordination with the network regarding shipment complaints and queries 
Manages the lost & found shipments 

Was promoted from CSR to the COD department as E-Commerce Cs Executive, and was part of the initial team.
Managing and coordinating e-commerce shippers 
Daily handlingappx 150-200 emailsfrom shippers. 
Resolve issues and complaints from both shipper or operations side. 
Attending 75-100 calls from shippers and the operations team. 
Coordinating with courier, logistics and operations teams in all over Pakistan. 

Maintain current HR files and Databases. 
Updating and maintaining employee benefits, Employment status, and similar records
Performing files audits to ensure that all the required employment documentation is coll ected and maintained
Maintaining computer system by updating and entering data 

Customer SupportExecutive in Telenor campaign