Zain Farooq

Planning & Performance Associate

Careem

May 2024 - Current (1 year 9 months)

• Working closely with the accounting team for month-end book closure and reporting • Reviewing operations and recommending new productivity or cost saving initiatives • Communicating results and recommendations to financial planning and analysis manager • Work with Business teams to build their annual budgets and forecasts • Preparing and supporting daily, weekly and monthly performance reports • Preparing data analytics for ad hoc business cases and performance deep dives • Analyzing financial and operational results to better understand company performance • Utilising BI (Tableau, Redash & SQL) tools to deliver meaningful insights which in turn positively impact business performance

Data Quality Analyst - GTM Strategy and Sales Operations

Daraz

Sep 2023 - Mar 2024 (7 months)

• Responsible for audit on audit process to ensure that all ventures are functioning in a synchronized manner and meeting the SLA Targets for BPO & In-house Customer Experience. • Created Venture level CSAT/SSAT Dashboard on SQL based upon contact reason so ventures can work on the contact reason with highest interactions but with low CSAT. • Review customer feedback regarding service quality and customer satisfaction and addressing any issues with appropriate personnel. • Analyze customer interactions to identify trends, areas for improvement, and best practices and share with them on Group Levels so low performing ventures can adopt the same. • Analyzing the CSAT & SSAT scores based upon contact reasons to improve scores by analyzing

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Data Analyst

Dawaai Pvt LTD

Nov 2021 - Jun 2024 (2 years 8 months)

• Interpreting, and analyzing data for actionable insights and data-driven decision making Creating and automating reports for relevant stakeholders of the organization Eg: Growth, Marketing, Operations & Commercials. • Processing and cleaning of large data sets while maintaining its integrity on my SQL Databases on AWS Environment. • Finding trends and patterns in the information and reporting to C- Level and various Department within the organization. • Creating and tracking key performance indicators (KPIs) for Supply Department. • Managing BI tool for business operations on Metabase, ReDash & Amazon Quick Sight.

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Data Analyst

Daraz @ Alibaba Group

Jan 2019 - Aug 2021 (2 years 8 months)

I was the part of Daraz's Regional DA team also worked in Customer Services, Workforce Management & Seller Marketplace Domains • Conducted exploratory analysis to develop key dashboards and business reports through requirement collection from business owners for full-cycle data-driven/ business intelligence projects. • Worked as Real Time Analyst to provide support for meeting the daily SLA, AHT Targets for the floor while managing attendance & Adherence. • Provide Real Time reports to Senior Management in Terms of SLA, AHT, CSAT, SSAT. • Developed a scorecard considering multiple performance indicators such as return rate, lead time, cancellation rate, and ratings to identify bad-performing sellers. • Producing and tracking key perfor

A

Senior QA Analyst

Axact Pvt LTD

Jan 2014 - Jan 2019 (5 years 1 month)

I was in the internal Audit Department of Sales Domain • Minimaxing Financial risk for the business by reviewing calls, emails & Chats. • Highlighting high risk concern via system to the relevant stake holder. • Reviewing customer communication while verifying sales.

Team Lead - CS

ibex Pakistan

Mar 2010 - Jan 2014 (3 years 11 months)

• Conducting Call Reviews on all the financial Requests processed via contact Center, • Making Schedule for Agents & Forecasting Analysis of inflows calls for Banks Contact Center. • Maintaining Leaves records. • Minimizing the Financial Risk to the Banks • Conducting Interviews for new hires • Providing Product Specific Training to New Onboard Officers • Managing the floor & KPI's (AHT,ACW,Absentism) • Making different reports & providing to Manager Contact Centre for Barclays. • Managing the floor and Service Level with Designated Agents. • Reporting / Data Logging • Conduct weekly call monitoring and coaching of Customer Support Executives. • Take escalation calls when needed and promote exceptional customer service by provid

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