Abdul Basit (Abdul Basit)

Dynamic and results-oriented Data Analyst and Operational Excellence professional with 5+ years 2021 progressive experience in leveraging data analytics, process automation, and cross-functional collaboration to drive performance improvements at Bazaar Technologies. Expert in developing automated dashboards, predictive models, and analytical frameworks using SQL, Google Sheets, Tableau, and Looker Studio. Demonstrates strong initiative, analytical aptitude, and a passion for transforming raw data into actionable business insights.

Recognized for delivering impactful process optimizations, elevating service metrics, and enabling decision-makers with real-time intelligence to foster sustainable growth and operational efficiency.

Sr.

Assistant Manager

Performance – Customer Experience at Bazaar Technologies (2024-08 – 2026-05)

Led the strategic design and implementation of real time performance dashboards, advanced predictive analytics, and automated solutions to boost operational efficiency, reduce inefficiencies, and support sustainable business growth. Delivered key projects that enhanced service quality, increased customer satisfaction, and strengthened collaboration across functional teams.

• Accelerated Leadership Insights: Reduced decision making cycle time by 50% through the design and deployment of fully automated, real-time KPI dashboards using SQL and Looker Studio, significantly enhancing data accessibility for leadership.
• Automated Complaint Resolution: Developed and integrated a Customer Resolution Scorecard designed to trigger automated complaint resolutions, streamlining the support workflow and empowering faster, data-backed ticket closures.
• Optimized Order QC & Communication: Developed a predictive Customer QC Scorecard that evaluated historical customer behavior to identify high trust accounts. This initiative reduced manual order confirmation messages by 40% and decreased returns on QC processed orders by 5%.
• Enhanced Customer Feedback Loops: Increased CSAT by 15% and improved NPS by 10% by engineering an automated, real-time alert system for Google Play Store reviews and customer survey responses, expediting feedback resolution workflows.
• RCA & Quality Improvements: By putting in place a centralized, automated complaint Root Cause Analysis (RCA) framework, the delivery error rate was reduced from 2% to 0.8%. This allowed for strict daily performance monitoring and ongoing service quality improvement.

Care Performance Executive – Customer Experience at Bazaar Technologies (2023-08 – 2024-07)

Drove operational efficiency and customer service excellence through advanced Workforce Management (WFM) and data automation. Built robust reporting infrastructure to standardize KPIs, enabling cross-functional teams to make proactive, data-informed decisions.

• WFM & Capacity Planning: Executed precise volume forecasting for support tickets and messages in 30 minute intervals. Optimized headcount capacity and agent break schedules, which successfully reduced First Response Time (FRT) from 120 sec to 90 sec.
• Performance & Incentive Tracking: Designed and deployed comprehensive agent performance scorecards tied to performance-based incentive structures, driving measurable improvements in overall support quality and accountability.
• Logistics Optimization: Spearheaded a cross-functional initiative to map customer shop timings, providing actionable data to operations to optimize delivery routing and directly reduce the rate of returned orders.
• Reporting Automation: Developed and rolled out automated analytical dashboards for tracking key metrics (AHT, FCR, CSAT), resulting in a 30% boost in reporting efficiency and data transparency.

Live Operations Coordinator & Specialist – Last Mile at Bazaar Technologies (2021-08 – 2023-07)

Managed end to end Lastmile delivery operations and led a team of Live Ops Specialists to ensure seamless marketplace fulfillment. Driven process optimization, automated repetitive workflows, and leveraged routing software to minimize service disruptions and maximize delivery reliability.

• Routing & Dispatch Operations: Planned and executed daily online order deliveries utilizing Locus and internal dispatch software, ensuring accurate and efficient morning tour assignments for delivery riders.
• Return Rate Mitigation: Monitored live deliveries and performed daily route reconciliations. Proactively identified delivery risks and executed manual tour re-assignments to successfully drive down overall order return rates.
• Team & Lifecycle Management: Led a team of Live Ops Specialists and oversaw the complete order processing lifecycle, executing rigorous pre-planning order quality control (QC) and resolving high-level customer escalations.

Bachelor of Science (B.S.) in Computer Science – Virtual University of Pakistan (2025-10 – 2029-10)

Intermediate in FSC Pre-Engineering – BISE (2012-04 – 2014-09)