Nafeesh Khan

Assistant manager

December 2023 - March 2024

Full-time

• Led the development of a lending product, enhancing user engagement by 20%. • Automated processes in collaboration with Engineering and Design teams, boosting efficiency by 15%. • Managed relationships with key stakeholders, including lenders and partners, to ensure alignment with business goals. • Prioritised and resolved issues reported by lenders or consumers based on their impact and established Standard Operating Procedures (SOPs) for issue resolution, reducing resolution time by 30%. • Designed and executed end-to-end lending product roadmaps, overseeing planning, execution, and impact assessment to drive product growth and improvement.

Senoir Customer Experience Executive

July 2020 - December 2023

Full-time

- Collaborated intently with marketing and product divisions to devise and create websites and mobile applications, optimizing layout, user-friendliness, content, and general customer satisfaction. - Guided a successful collective of 20-25 personnel, providing mentoring, guidance, and evaluations to maximize productivity and cultivate professional growth. - Instituted efficient task coordination and structured workflows, resulting in upgraded team proficiency and output. - Showcased powerful analytical skills by quickly attending to customer grievances and remarks, ensuring timely resolution, and preserving high consumer approval ratings. Recognized and neutralized potential fraudulent activities that broke the company's Terms of Service, safeguarding the firm's character and prestige. - Utilized impressive written communication capabilities to solve customer problems via email, guaranteeing clear and concise communication and professional dialogue. - Deployed knowledge acquired from customer encounters to inform strategic decision-making, allowing the design of consumer-centric campaigns and improvements. - Collaborated closely with executive teams to align customer experience strategies with overall corporate objectives, propelling growth and gain.

Product Support Associate

October 2019 - May 2020

Full-time

• Demonstrated expertise in SaaS products, specializing in onboarding and integration of new clients into Unicommerce with customized solutions to meet exact requirements • Collaborated with cross-functional teams such as technology, product, and operations to ensure successful integration with external platforms, maximizing reach and sales opportunities • Utilized technical debugging skills and tools to identify and resolve issues, improving internal operations team efficiency • Managed warehouse tasks such as product upload, catalogue mapping/listing, order management, inventory management, purchase management, vendor management, and shipping provider management • Kept a keen eye for detail, guaranteeing accuracy in product information, prices, and availability across marketplaces • Applied strong project management and communication skills to coordinate with internal teams, executing tasks seamlessly and resolving issues promptly

Customer Experience Specialist

July 2018 - September 2019

Full-time

• Provided exceptional customer service as a brand representative, greeting customers and assisting them in exploring Lenskart's products and brand offerings. • Established and maintained long-term customer relationships by delivering exceptional service and exceeding customer expectations. • Contributed innovative approaches to resolving customer queries and complaints, leading to improved customer satisfaction. • Used effective communication techniques to ensure that customers were informed of service policies and procedures. • Monitored customer feedback and used it to improve products and services. • Utilized sales and marketing skills to promote Lenskart's products and services.

MBA in International Business & Marketing

June 2019 - June 2021