Rai Sami

Sr. Project Lead & Brands Operations Manager

Talent

KarachiMember since July 26, 2026

Expertise in Handling Live Chats, Calls and Business Email/TicketsDispute ResolutionsCoachablePriority settingInternational Sales & Customer SupportAdaptabilityProblem SolvingQuotations

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Expertise in Handling Live Chats, Calls and Business Email/TicketsDispute ResolutionsCoachablePriority settingInternational Sales & Customer Support

About

Results-driven professional with 8+ years of global experience across the US, EU, UK, AUS, and local markets. Skilled in accelerating brand growth, enhancing marketplace performance, and ensuring operational excellence. Expertise includes building strong sales pipelines, improving B2B client retention, managing vendor partnerships, and overseeing financial operations.

Known for blending strategic vision with hands-on execution to consistently deliver revenue growth, customer satisfaction, and sustainable profitability.

Experience

Sr. Ecommerce Project Head | Brands Operations Manager - eToolmarts - Karachi

(2023-06)

Global Marketplace Operations: Lead ecommerce operations across Amazon, eBay, Walmart, Wayfair, and regional platforms, ensuring account health, compliance, and sustained revenue growth worldwide.
Vendor & Brand Management: Manage purchase orders and vendor relationships with Bosch, Makita, Hitachi, Honda, Milwaukee, and other global manufacturers, while driving in-house AGT brand operations.
Customer Experience Leadership: Establish transparent feedback loops and support processes to enhance resolution rates, reduce disputes, and strengthen customer trust across diverse geographies.
Cross-Functional Collaboration: Partner with warehouse, logistics, and shipping teams to maintain accurate inventory, streamline fulfillment, and reduce bottlenecks.
CRM & Data Integrity: Ensure meticulous data management within CRM systems, enabling actionable insights and improved customer lifecycle tracking.
Performance Optimization: Monitor KPIs, account health metrics, and marketplace analytics to proactively address risks and drive sustainable growth.
Financial Oversight: Oversee PayPal invoicing, dispute resolution, RGAs, chargebacks, and cancellations to safeguard profitability and maintain financial soundness.
Shipment Auditing: Oversee and audit all shipments using ShipStation, ensuring accuracy, timely delivery, and compliance with marketplace standards.
Strategic Reporting: Deliver timely progress reports and operational insights to senior management, supporting data-driven decision-making.
Sales Growth Leadership: Personally drove consistent sales growth for Toolpartspro, Repair Tool Parts, and OEMToolpartspro, over 3 years as Senior Parts Analyst, achieving double-digit revenue increases year-over-year.
Project Ownership: Successfully launched and currently lead the Hvalley Tools project (since October 2025), overseeing brand positioning, marketplace integration, and operational scaling.
Sales Pipeline Development: Built a lead-to-customer pipeline converting live chat inquiries into loyal B2B clients, ensuring repeat purchases and long-term partnerships.
B2B Retentions: Consistently ranked at the top in weekly B2B retention performance across Toolmarts, ToolOrbit, AGT house brands, and HValley Tools (Pennsylvania Woodworking Co.), strengthening client loyalty and recurring revenue streams.
Brand Advocacy: Cultivated positive word-of-mouth for Toolmarts and AGT by fostering transparent communication and customer satisfaction.
Operational Efficiency: Reduced dispute resolution times by 35% and improved customer satisfaction scores across Amazon and eBay accounts.
Inventory Accuracy: Implemented cross-team coordination processes that cut inventory discrepancies by 40%, ensuring smoother fulfillment cycles.
Revenue Protection: Minimized chargebacks and cancellations by 25% through proactive customer communication and streamlined RGA handling.
Logistics Excellence: Enhanced shipping accuracy and reduced fulfillment errors by auditing all shipments through ShipStation, improving delivery reliability and customer satisfaction.

Customer Service Analyst - Team Lead - Eminent4u Pvt Ltd - Karachi

(2021-03 - 2023-04)

Deployment Analyst (Parts) in a UK based company powered by 24|7 Home Rescue, to provide backend assistance to the engineers working in the field via Microsoft Teams, and Live Calls.

Promoted to the position of Team Lead in my department since March 2022
Sourcing and ordering required parts for the Breakdown/Remedial/capped-off/At the risk claims pertaining to their appliances (boilers) by the existing customers via online vendor stores such as Wolseley, Plumbase, The heatXchange, Screwfix, City Plumbing, etc
Tracking the follow-up orders to ensure the availability of required parts with vendors via live calls and emails.
On-site support for engineers to sort out Plumbing, Heating, Drainage, Electrical emergencies at the customers' properties.
Work cordially with the Authorization(UK) and Deployment(PK) teams
Maintaining journals on daily basis pertaining to parts, returns, van stock items, utilized by the engineers over MS Excel.
Analysing the engineers' reports to find out the solutions for the existing customers.
Sorting out the accounts invoices and queries with reference to the purchases/returns by the engineers on the company's behalf.
Submission of excel file at the end of every day

Customer Support Executive - Pinnacle Enterprise - Karachi

(2020-01 - 2020-11)