Farzan

Business graduate with over a year of client-facing experience, currently the main point of contact for key accounts that process PKR 300M+ in daily transactions. Experienced in handling client queries through email, chat and Jira tickets, resolving issues quickly with internal teams, and following up until each case is closed. Careful with processes, SOPs and compliance, calm under pressure, and used to tracking response time, resolution time and feedback to find recurring problems and suggest improvements.

Looking to build a career in customer experience.

Key Account Executive at Simpaisa (2026-07 – Present)

• Act as the main point of contact for key client accounts, including Yango, Spotify, inDrive, Tencent and Garena, answering queries by email, chat (WhatsApp, Telegram, Slack) and phone, and following up until every issue is resolved.
• Log and track merchants' technical queries as tickets in Jira, escalating to and working with Technology, Operations, Finance and Compliance teams to resolve operational, technical, settlement and payment issues.
• Track service KPIs including response time, resolution (fix) time, number of service disruptions and operator downtime, along with cross-sell and upsell targets met through calls to merchants.
• Collect merchant feedback on service quality and use disruption, downtime and fix-time data by operator to find recurring problems and suggest improvements.
• Follow KYC and compliance procedures for every merchant, preparing and submitting documents such as Form 17, Form 19 and shareholding structure.
• Prepare daily performance reports on transactions, success rates and trends.

Commercial Trainee at Daraz (2025-10 – 2026-04)

• Managed 48 seller accounts as their main contact, resolving their concerns and keeping them informed on campaigns, pricing and orders.
• Kept on-time fulfillment at 98% by coordinating daily with delivery partners (TCS, DEX).
• Worked under pressure during the 11.11 and 12.12 mega sales, meeting day-on-day targets while working with marketing, operations and category teams.
• Tracked performance against targets and adjusted the approach to improve results.

Supply Chain Intern at Lipton Teas & Infusions (2025-07 – 2025-09)

• Reviewed demand and ordering data in detail, found mismatches with supplier quantities and corrected them, cutting excess orders by 20%.
• Prepared reports and worked with planning teams to make processes more reliable.

Bachelor of Business Administration – IoBM