Amjad Hanif

ExperienceExperience

Daraz.PK
6 yrs 2 mos6 yrs 2 mos

Senior Data AnalystSenior Data Analyst
Full-timeFull-timeJan 2019 – Present · 4 yrs 9 mosJan 2019 – Present · 4 yrs 9 mosKarachi · HybridKarachi · Hybrid
Customer Complaint Analysis Report: Preparing a customer complaint analysis report which involves analyzing the complaints handled by Customer Service, following the complaint process and timeline diligently. Additionally, addressing issues related to courier partners such as delayed delivery, extra charges, customer misbehavior, package mishandling, and instances of non-delivery at doorsteps

DSAT: As an analyst, I thoroughly reviewed all the negative customer reviews posted on the Daraz.pk website. These reviews encompassed a range of feedback, including suggestions and complaints about both the product and courier services. After conducting a comprehensive analysis, I distinguished whether the customer concerns were primarily product-related or were associated with operational issues concerning our courier partners. Subsequently, I escalated these findings to the relevant departments, collaborating to find resolutions and implement fixes to enhance the future customer experience.Customer Complaint Analysis Report: Preparing a customer complaint analysis report which involves analyzing the complaints handled by Customer Service, following the complaint process and timeline diligently. Additionally, addressing issues related to courier partners such as delayed delivery, extra charges, customer misbehavior, package mishandling, and instances of non-delivery at doorsteps DSAT: As an analyst, I thoroughly reviewed all the negative customer reviews posted on the Daraz.pk website. These reviews encompassed a range of feedback, including suggestions and complaints about both the product and courier services. After conducting a comprehensive analysis, I distinguished whether the customer concerns were primarily product-related or were associated with operational issues concerning our courier partners. Subsequently, I escalated these findings to the relevant departments, collaborating to find resolutions and implement fixes to enhance the future customer experience.…see more
Skills: Logistics Engineering · Customer Complaint Analysis · DSAT – Customer Dissatisfaction Analysis · Customer Relationship Management (CRM) · Logistics ManagementSkills: Logistics Engineering · Customer Complaint Analysis · DSAT – Customer Dissatisfaction Analysis · Customer Relationship Management (CRM) · Logistics Management

Issue Resolution DepartmentIssue Resolution Department
Aug 2017 – Jan 2019 · 1 yr 6 mosAug 2017 – Jan 2019 · 1 yr 6 mos

ibex. Pakistanibex. Pakistan
Full-time · 5 yrs 9 mosFull-time · 5 yrs 9 mosKarāchi, Sindh, PakistanKarāchi, Sindh, Pakistan

Customer Service Team LeadCustomer Service Team Lead
Mar 2014 – Aug 2017 · 3 yrs 6 mosMar 2014 – Aug 2017 · 3 yrs 6 mos
Skills: Team Leadership · Team Management · Team leadSkills: Team Leadership · Team Management · Team lead

Quality Assurance AnalystQuality Assurance Analyst
Jan 2013 – Mar 2014 · 1 yr 3 mosJan 2013 – Mar 2014 · 1 yr 3 mos
Telenor InBound Calls EvaluatingTelenor InBound Calls Evaluating
Skills: Quality Assurance · Calls EvaluationSkills: Quality Assurance · Calls Evaluation

Customer Support ExecutiveCustomer Support Executive
Dec 2011 – 2013 · 1 yr 2 mosDec 2011 – 2013 · 1 yr 2 mos
Skills: Customer Service · Customer Relationship Management (CRM)