Danish Rafiq

Results-driven professional with extensive experience in managing end-to-end e-commerce operations. Proficient in Order Management Systems (OMS) such as Ginkgo Retail and Warehouse Management Systems (WMS) including 3PLNext (Leopard Fulfilment System). Demonstrated expertise in operational process optimization.

Skilled in leveraging tools like Microsoft Dynamics, Retail Pro, Business Intelligence Systems (BIS), and Microsoft Excel for reporting, reconciliation, and audit purposes. Experienced in coordinating with last-mile logistics partners to ensure seamless and timely delivery, driving overall operational excellence.

E-Commerce Operation & Fulfillment Manager - Bay's International (MakeUp City) - Karachi

(2025-08)

• Oversaw end-to-end B2C e-commerce operations, averaging 7,000 orders per month and generating PKR 30 million in monthly sales.
• Upgraded legacy ERP system to a new version, streamlining reporting and operational transparency.
• Introduced result-based reporting through Connector & ERP system, enabling better performance tracking.
• Supervised and developed a cross-functional operations team.
• Utilized ERP System and Advanced Excel for reporting, performance tracking, and strategic data analysis.

E-Commerce Operation Manager - Zero Lifestyle - Karachi

(2024-02 - 2025-07)

• Oversaw end-to-end B2C e-commerce operations, averaging 280,000 successful orders per year and generating PKR 1.9 billion in annual sales.
• Managed daily workflows via Shopify, Ginkgo (OMS), and 3PL Next (WMS), enhancing order accuracy and process efficiency.
• Led the implementation of WhatsApp for order confirmations, reducing lost orders by 20%.
• Spearheaded the integration of MyAlice for unified, multi-channel customer communication, streamlining support workflows.
• Deployed AI-driven, automated (robotic) response flows through MyAlice to handle routine customer queries, improving response time and reducing agent workload.
• Built and maintained strong relationships with 3PLs, last-mile delivery partners, and fulfilment centers to support scalable logistics.
• Directed shipping and logistics strategies to improve delivery speed and reduce fulfillment errors.
• Rolled out Intellicon – Intelligent Contact Center Solution to elevate customer service experience and improve data collection.
• Upgraded legacy BIS system to a new version, streamlining reporting and operational transparency.
• Introduced result-based reporting through Ginkgo, enabling better performance tracking.
• Utilized Business Intelligence System (BIS) and Advanced Excel for financial reporting, performance tracking, and strategic data analysis.
• Delivered actionable insights through dashboards and reports to support senior leadership in forecasting, budgeting, and performance reviews.

E-Commerce Operation Deputy Manager - Sana Safinaz - Karachi

(2021-02 - 2024-01)

• Managed operations across multiple e-commerce platforms, ensuring timely fulfillment and operational efficiency.
• Oversaw e-commerce operations and maintained consistent growth through streamlined processes.
• Led the successful enhancement of customer service response time and overall customer satisfaction.
• Coordinated with third-party platforms — LAAM, Daraz, Studio by TCS, and AlfaMall — for inventory, order management, and financial reconciliation.
• Generated weekly and monthly performance reports analysing KPIs to support strategic decision-making.
• Prepared and reviewed financial reports and statements, maintaining compliance and optimizing cash flow.
• Managed logistics operations, improving dispatch timelines.
• Managed end-to-end daily operations of the e-commerce platform (Magento 2.4.2) and Retail Pro, ensuring smooth order processing and fulfillment.
• Handled financial operations including chargebacks, refunds, voucher settlements, and daily/monthly sales reporting.
• Verified and submitted vendor and courier invoices to the finance department for timely processing.
• Led customer service operations, addressing inquiries and complaints while ensuring high customer satisfaction.
• Oversaw contract documentation and coordination with vendors and partners, ensuring legal and operational compliance.

E-Commerce Operation Assistant Manager - Alkaram Studio - Karachi

(2016-11 - 2021-01)

• Managed monthly e-commerce sales and inventory operations, ensuring accurate order and stock flow.
• Maintained 100% accuracy in sales and ledger reconciliation using Microsoft Dynamics AX 2012 across multiple transactions.
• Verified and submitted 10+ monthly invoices to finance departments of courier partners and third-party vendors.
• Generated monthly financial and account reports for management.
• Oversaw cash flow management, handling accounts receivable and payable.
• Reconciled and maintained customer ledgers for 10+ B2C clients.
• Handled contract documentation and renewal processes for 10+ partners/vendors.
• Led monthly billing cycles and followed up with clients/vendors, achieving a 95% on-time payment recovery rate.
• Improved compliance and visibility by streamlining account processes and modifying ledger structures.
• Conducted quarterly inventory audits and managed inventory control across 3PL and in-house warehouses.

Processing Officer - United Bank Limited - Karachi

(2016-08 - 2016-10)

• Processed inward and outward cheques.

Supervisor - Central Depository Company - Karachi

(2014-09 - 2016-08)

• Dealt with physical transfers with complete documentation, including saving and creating folios.
• Verified transfer deeds and endorsed share certificates.
• Drafted discrepancy letters and No Objection Certificates (NOCs) for physical transfer cases.
• Drafted client approval letters and dispatch letters for approved shares to shareholders.

Assistant Accountant - Toyota Central Motors - Karachi

(2010-12 - 2013-12)

• Managed cash and bank book payments and general vouchers.
• Handled inventory control.

MBA - Finance - Khadim Ali Shah Bukhari Institute of Technology (2014 - 2018)

Bachelor of Commerce - Commerce - University of Karachi (2009 - 2013)