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)
- Assisting customers through live chats/emails/calls effectively
- Bring forth additional information regarding Products and Services
- Maintaining sheets of calls follow up list
- Schedule client meetings
- Submission of bi-weekly reports to the manager and respective clients
- Responding to feedback/reviews over the company's website
Lead Generation Representative - The Lead Forum - Karachi
(2019-08 - 2019-11)
- Dry dialing to the prospects (Braces)
- Following scripted responses/rebuttals
- Finding the prospects' physicians and Nurse Practitioners all over the USA
- Asking eligibility questions
- Keep the record of leads generated on a daily basis
Lead Generation Representative - 360 BPO Solutions - Karachi
(2019-02 - 2019-06)
- Dry dialing to the Prospects (Diabetics, CGX)
- Following scripted responses
- keeping the record of leads generated on a daily basis
Project Lead - Nexus Corporation - Karachi
(2018-08 - 2018-12)
Marketing and Promotion of Cash App (Telenor Microfinance Easy Paisa)
