Faiq Ahmad, Empowering Supply Chains with Tech | Setting Teams Up For Success

About

I'm all about tinkering with software, connecting the dots, and making businesses shine brighter. With a business degree in one hand and a keyboard in the other, I love blending my tech skills with savvy business know-how to optimize everything in sight.

Experience

Mindbloom

Jan 2023 – Jul 2023

United States - Remote

Client Experience Supervisor

• Enhancing service quality by maintaining >95% QA Audit for agent errors through effective coaching and accountability. • Achieving a team first response time of 90% for contacts within 6 hours. • Conducting bi-weekly coaching 1x1s to provide direct, individualized feedback, improve service quality, and celebrate successes. • Collaborating across departments to track and resolve client/product issues within 24 hours, identifying and addressing unusual volume spikes in specific categories. • Executing escalation process, ensuring timely handling of all client escalations within 24 hours. • Developing agents through consistent coaching and feedback, building a strong leadership bench strength. • Conducting 45-minute bi-weekly team meetings to share important information, gather feedback, and foster team unity. • Creating and improving processes while maintaining the knowledge base for the team and other departments.

Esajee's

Mar 2022 – Aug 2022

Lahore, PK

Digital Communcation Manager

• Enhancing e-commerce operations through targeted improvements using data analysis and S.M.A.R.T. • Leading the marketing team in developing and executing effective marketing strategies. • Implementing Six Sigma methodologies, leading to significant reductions in delays, cancellations, and product unavailability. • Collaborating with third-party agencies and internal teams to ensure website stability and performance. • Creating visuals and training materials to align stakeholders and department heads for seamless execution. • Monitoring and evaluating web statistics, and preparing management information reports. • Providing administration support to the third-party agencies team for digital channels. • Creating, developing, publishing, and prioritizing content, design, and information for use across all digital services.

Fiverr

Mar 2020 – Feb 2022

Remote

E-Commerce | Social Media Expert

• Created and managed 20+ Shopify and Elementor stores. • Provided product catalog management, SEO content optimization, landing page creation, and integration of apps/plugins. • Developed and implemented e-commerce strategies to enhance website performance. • Collaborated with developers to improve website speed. • Created marketing strategies and content calendars for Facebook, Instagram, and Snapchat.

Sapphire Retail Limited

Dec 2018 – Nov 2019

Lahore, PK

Customer Care Representative

• Provided multi-channel customer support across phone, email, live chat, Instagram, and Facebook. • Managed 200+ daily contacts, ensuring prompt resolution within 3 minutes each. • Updated internal databases with information regarding technical issues and valuable customer interactions. • Handled lost/stolen cases and assisted international customers. • Contributed to the training of junior Customer Support Representatives, providing guidance and support.

Education

Lahore Garrison University

Feb 2018 – Feb 2021

Bachelor's of Business Administration , Supply Chain

Faiq Ahmad

Empowering Supply Chains with Tech | Setting Teams Up For Success

Skills

Languages