Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
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Muhammad Shariq Taqi

Muhammad Shariq Taqi

Karachi

Summary

Dynamic operations leader with a proven track record at Foodpanda, excelling in team performance and customer satisfaction. Skilled in SQL and crisis management, I achieved top RSAT and CSAT metrics while enhancing efficiency through strategic process improvements. Committed to fostering collaboration and driving results in fast-paced environments.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Assistant Manager Operations

Foodpanda
Karachi
07.2023 - Current
  • Oversaw live and back office teams for Rider Service and Customer Service operations.
  • Enhanced office efficiency by developing processes for hiring, training, quality assurance, and compliance.
  • Ensured optimal productivity by maintaining alignment among senior team leads and supervisors.
  • Achieved highest RSAT, CSAT, and QA along with lowest AHT through diligent KPI tracking.
  • Conducted regular presentations of business reviews to clients and senior management.
  • Engaged with clients daily to address operational needs and ad-hoc requests.
  • Fostered team motivation through recognition programs and supportive initiatives.

Lead Supervisor Operations

Foodpanda
Karachi
05.2022 - 07.2023
  • Implemented targeted strategies while supervising leaders to boost team performance.
  • Leveraged SFDC, Freshdesk, and Tableau for thorough analysis and reporting.
  • Attained highest RSAT, CSAT, and QA metrics by overseeing key performance indicators.
  • Worked collaboratively with QA, compliance, WFM, and HR to enhance operational efficiency.
  • Presented regular business reviews to ensure stakeholder alignment.
  • Cultivated a positive work environment through organized team bonding activities.

Team Lead - Customer & Rider Services

Foodpanda
Karachi
09.2019 - 05.2022
  • Led a team of 25 agents, assessing employee competencies and delivering necessary training initiatives.
  • Recognized as Top Supervisor for two quarters due to outstanding performance management.
  • Monitored team KPIs such as absenteeism and CSAT, sustaining high performance levels throughout the year.
  • Worked closely with internal support functions including QA and HR to enhance service delivery.
  • Initiated projects focused on elevating CSAT and RSAT metrics.
  • Resolved client issues by coordinating effectively with local and global teams.

Customer Support Executive

OLX
Karachi
12.2017 - 09.2019
  • Earned top employee status in ibex talent training program.
  • Developed effective partnerships with field operations team to boost business development initiatives.
  • Directed customer relations for OLX Pakistan, managing technical issues while coordinating with clients and management.
  • Communicated with OLX customers via voice calls, emails, and chat on Zendesk and Zopim platforms.
  • Supervised paid accounts and advertisements through Hermes and Atlas panels.

Branch Support Assistant

IBL - International Brands PVT. Ltd.
Karachi
10.2015 - 07.2016
  • Directed management of accounts, focusing on receivables, customer aging, sales, and reconciliations.
  • Adhered strictly to branch policies along with HSSE standards.
  • Kept organized official documents and managed email communications effectively.
  • Administered customer receipt processing and payment handling tasks.
  • Compiled expense records through thorough auditing procedures.
  • Maintained income tax records through regular adjustments.
  • Leveraged Oracle E-Business capabilities for accounts receivable and order management functions.

Travel Consultant

Pakistan International Airlines Contact Center
Karachi
10.2011 - 11.2012
  • Facilitated online reservations for airline customers to ensure efficient service.
  • Responded to inquiries regarding airline operations, contributing to enhanced support.
  • Interacted with customers through voice, email, and chat for comprehensive assistance.
  • Achieved quality standards while maintaining performance metrics.
  • Provided assistance to Frequent Flyer Program members for account management.
  • Employed SABRE aviation software for effective operational management.

Education

Bachelors in Commerce (B. Com) -

University of Karachi
Karachi
06.2013

Certified Accounting Technician (CAT) -

ACCA-UK
Karachi
06.2010

Intermediate in Pre-Engineering -

Pakistan Ship Owners Government College
Karachi
06.2007

Matriculation in Science -

Ladybird Grammar School
Karachi
06.2005

Skills

  • Problem-solving skills
  • Multitasking ability
  • Power BI capabilities
  • Microsoft Office applications
  • SQL expertise
  • Time efficiency strategies
  • Adaptability skills
  • Computer literacy
  • Customer support skills
  • Communication effectiveness
  • Sales acumen
  • Collaborative teamwork
  • Crisis management

Certification

  • Certificate in Information Technology by the Skills Development Council
  • Certificate in English Language from Anglophile
  • Certificate in Basic Passenger & Sabre from PIACC
  • Certificate in Firefighting from PIA Corporate Safety & QA
  • IELTS Certificate with a 7.0 Band from the British Council

Languages

Urdu
First Language
English
Proficient (C2)
C2

Timeline

Assistant Manager Operations

Foodpanda
07.2023 - Current

Lead Supervisor Operations

Foodpanda
05.2022 - 07.2023

Team Lead - Customer & Rider Services

Foodpanda
09.2019 - 05.2022

Customer Support Executive

OLX
12.2017 - 09.2019

Branch Support Assistant

IBL - International Brands PVT. Ltd.
10.2015 - 07.2016

Travel Consultant

Pakistan International Airlines Contact Center
10.2011 - 11.2012

Bachelors in Commerce (B. Com) -

University of Karachi

Certified Accounting Technician (CAT) -

ACCA-UK

Intermediate in Pre-Engineering -

Pakistan Ship Owners Government College

Matriculation in Science -

Ladybird Grammar School

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Muhammad Shariq Taqi