Career

10+ Years of
Professional Excellence

From customer sales to managing full CX teams — a journey built on leadership, strategy, and relentless focus on customer satisfaction.

01

Manager Customer Experience

Current

Blauda Co., Ltd.

Full-time · Karachi, Sindh, Pakistan · On-site

Jun 2025 – Present

10 mos

  • ▸Led and managed a team of 6 customer experience executives, providing daily guidance, performance monitoring, and coaching to ensure consistent service quality and achievement of customer satisfaction targets.
  • ▸Oversaw multi-channel customer interactions across Live Chat, Respond.io, Facebook, and Instagram, ensuring timely, accurate, and brand-aligned customer support.
  • ▸Handled complex customer escalations and complaint resolutions, maintaining high standards of customer satisfaction, retention, and loyalty across all digital platforms.
  • ▸Drove continuous improvement initiatives through ongoing research into global marketing strategies and customer retention best practices to support business growth.
  • ▸Collaborated cross-functionally with internal teams to streamline communication workflows, improve response efficiency, and enhance the overall customer journey.
  • ▸Supervised ERP system usage to track orders, maintain accurate customer records, and coordinate effectively with sales, operations, and logistics for seamless service delivery.
  • ▸Monitored team KPIs and service SLAs, ensuring response times, resolution rates, and customer experience benchmarks were consistently met or exceeded.
Support ManagementClient ServicesTeam LeadershipCRMERP SystemsKPI MonitoringMulti-channel SupportCustomer RetentionSLA Management
02

Assistant Manager Customer Support

Hul Hub

Full-time · Karachi, Sindh, Pakistan · On-site

Jun 2023 – Jun 2024

1 yr 1 mo

  • ▸Supervised and led daily customer support operations on Alibaba.com, ensuring seamless service delivery, operational efficiency, and high team productivity.
  • ▸Managed and mentored a team of four support executives, providing guidance from onboarding to performance excellence and fostering a culture of accountability and growth.
  • ▸Built and nurtured strong client relationships by ensuring timely resolution of inquiries, driving customer satisfaction, and strengthening long-term partnerships.
  • ▸Collaborated with cross-functional departments to refine customer journey touchpoints and implement service enhancements that improved overall experience.
  • ▸Developed and executed data-driven strategies to optimize support workflows, reduce response times, and enhance operational effectiveness.
  • ▸Handled escalated customer concerns with tact and professionalism, achieving favorable outcomes while maintaining brand trust and loyalty.
  • ▸Monitored and analyzed KPIs to assess team performance, identify gaps, and drive continuous process improvements aligned with departmental goals.
  • ▸Led initiatives in proactive issue management, contributing to company-wide objectives for customer satisfaction and service excellence.
Support ManagementCustomer SupportAlibaba.comTeam MentoringClient RelationsKPI AnalysisProcess Optimization
03

Social Media Manager / Brand Manager

Goodwin Online Shopping

Full-time · Karachi, Sindh, Pakistan · On-site

Nov 2017 – May 2023

5 yrs 7 mos

  • ▸Developed and executed branding and customer engagement strategies, boosting market presence and elevating brand awareness across digital platforms.
  • ▸Managed end-to-end customer relationships by effectively addressing inquiries, resolving concerns, and collecting feedback to improve service.
  • ▸Successfully handled operations and customer service for the Daraz store, ensuring timely order processing, issue resolution, and positive buyer experiences.
  • ▸Implemented and managed loyalty programs to improve customer retention and increase repeat business.
  • ▸Played a key role in increasing customer engagement, brand recognition, and client loyalty through consistent service excellence and strategic communication.
  • ▸Strengthened skills in customer relationship management, brand positioning, and marketplace operations.
Social Media MarketingBrand ManagementDaraz OperationsLoyalty ProgramsContent StrategyCustomer EngagementE-commerce
04

Customer Sales & Services

Al Karim Fabrics

Full-time · Karachi, Sindh, Pakistan · On-site

Nov 2014 – Jun 2017

2 yrs 8 mos

  • ▸Responsible for managing customer and sales-related activities within the company to ensure optimal performance and customer satisfaction.
Sales ManagementCustomer ServiceSales

Education

Academic Background

01

Iqra University (Official)

Bachelor of Business Administration (BBA) · Business Administration and Management, General

May 2017 – May 2021

Grade: 3.0 GPA

02

NCR-CET College

Intermediate · Pre-Engineering

Aug 2013 – Jul 2014

Grade: B+

03

Karachi Public School

Matriculation · Computer Science

Jul 2011 – Jul 2012

Grade: A+