Usama Rauf

Versatile professional with expertise in ServiceNow recruiting, Shopify development, digital marketing, and customer service. Skilled in identifying, sourcing, and onboarding top ServiceNow consultants with expertise across various modules. Strong understanding of the ServiceNow platform, including ITSM, CSM, SecOps, and HRSD, enabling precise candidate matches.

Experienced

Shopify developer, proficient in designing and customizing eCommerce stores, integrating apps, and improving site functionality. Adept at creating and managing SEO-friendly product listings, enhancing user experience, and ensuring seamless site navigation. Proven track record in digital marketing, driving traffic and sales through targeted campaigns on platforms like Google Ads, Facebook, and Instagram.

Expertise in social media marketing, email marketing, and content creation to build brand visibility and engagement. Data-driven approach to analyzing key marketing metrics (CTR, CPC, conversion rates) to optimize campaign performance. Excellent interpersonal skills, with a background in delivering customer service through various channels (email, phone, chat).

Capable of handling customer inquiries, resolving issues, and ensuring client satisfaction with a focus on retention and loyalty. Strong problem-solving and communication skills, adept at collaborating across teams to achieve business objectives. Familiar with CRM systems and tools for managing customer relationships and improving service workflows.

Ability to adapt quickly to new challenges, combining technical proficiency with customer-facing expertise to drive results. A dedicated team player with a passion for continuous learning and development in fast-paced environments. Focused on delivering measurable outcomes and exceeding performance expectations across diverse roles.

Fincrime Analyst | KYC Verification & Chat Support - Revolut | MindBridge - On-site

(2025-06)

• Collaborating with compliance and risk departments to understand changing regulatory requirements for user onboarding.
• Developing a clear understanding of different financial crime typologies (e.g., identity fraud, money laundering) to protect the platform.
• Crafting comprehensive risk assessment reports detailing verified documentation, discrepancies, and escalation notes.
• Listing red flags and patterns identified during real-time document verification and identity checks. Using internal specialized tools, databases, and sanctions lists to screen potential high-risk digital banking users.
• Networking with senior AML investigators to stay updated on emerging financial crime trends and digital fraud methods.
• Conducting initial risk reviews via chat support to resolve account restrictions while maintaining high customer satisfaction.
• Checking for documentation validity (e.g., government IDs, proof of address, source of wealth verification)

ServiceNow Recruiter | Consultant - Strategic console - Remote

(2023-04 - 2024-09)

• Collaborating with department heads to understand the technical requirements of the ServiceNow consultant role.
• Developing a clear understanding of different ServiceNow modules (e.g., ITSM, CSM, HRSD, SecOps) to match candidates with the right expertise.
• Crafting comprehensive job postings that detail required skills, qualifications, and duties related to specific ServiceNow consultant roles.
• Listing skills such as ServiceNow platform knowledge, JavaScript, experience in ITSM, and project management capabilities.
• Using platforms like LinkedIn, Indeed, and specialized IT job boards to find potential ServiceNow consultants.
• Networking with professionals in the ServiceNow ecosystem through communities and events.
• Conducting initial interviews to assess technical expertise in ServiceNow, as well as soft skills like problem-solving, communication, and client-facing abilities.
• Checking for certifications (e.g., ServiceNow Certified System Administrator, Implementation Specialist).
• Arranging for technical interviews or assessments to ensure the candidate has hands-on experience with the ServiceNow platform.
• Collaborating with technical teams to evaluate a candidate's ability to implement ServiceNow solutions.
• Coordinating interviews, feedback, and follow-up with hiring managers and candidates.
• Negotiating offers, managing contracts, and ensuring a smooth onboarding process.
• Keeping up with developments in the ServiceNow platform and updates in specific modules like ITOM, SecOps, or HRSD, to better assess candidate fit.
• Maintaining relationships with potential candidates for future openings.
• Fostering connections within the ServiceNow community for ongoing recruitment.

Shopify Developer - Mavin Tech - Hybrid

(2019-04 - 2023-02)

• Built custom Shopify themes from scratch to meet unique client requirements, ensuring responsive design, fast loading times, and user-friendly interfaces.
• Integrated and customized third-party apps such as payment gateways, email marketing tools, inventory management, and customer support solutions to enhance store functionality.
• Developed complex customizations using Shopify's Liquid templating language, including dynamic product filters, custom checkout flows, and personalized user experiences.
• Implemented A/B testing and design optimizations to enhance user experience, leading to an average increase of 20% in conversion rates for client stores.
• Ensured all Shopify stores were optimized for search engines by implementing best practices in site architecture, URL structure, meta tags, and product descriptions.
• Prioritized responsive and mobile-first design, ensuring that all Shopify stores provided an optimal browsing experience across devices.
• Optimized website performance by compressing images, minifying code, and improving server response times, leading to a 15% improvement in load times on average.
• Worked with Shopify APIs to create custom functionalities, including inventory sync with external databases, real-time shipping calculators, and product customization options.
• Specialized in Shopify Plus, implementing advanced features like wholesale channels, multiple currencies, and custom checkout scripts for high-volume merchants.
• Worked closely with clients to understand their business goals and translate them into scalable Shopify solutions, providing ongoing support and maintenance.

Digital Marketer - Mavin Tech - Hybrid

(2017-10 - 2019-03)

• Designed and implemented comprehensive digital marketing strategies, focusing on Google Ads, Facebook, Instagram, LinkedIn, and YouTube campaigns.
• Conducted in-depth analysis using Google Analytics, Facebook Business Manager, and other tools to assess campaign performance, resulting in a 30% increase in conversion rates across multiple client accounts.
• Led A/B testing for ad creatives, landing pages, and targeting criteria to ensure high-performing ads. Created compelling copy and visuals tailored to different audience segments.
• Managed monthly ad budgets of $10,000+ and optimized campaigns to deliver maximum results while staying within the allocated budget.
• Leveraged detailed audience insights to refine targeting strategies, utilizing demographic, psychographic, and behavioral data to enhance audience segmentation and ad relevance.
• Collaborated with content and SEO teams to align ad campaigns with organic search strategies, increasing overall visibility and site traffic by 25%.
• Provided detailed reporting and insights to clients on campaign performance, regularly adjusting strategies to meet evolving KPIs

Customer Service representative - PTCL – Gulberg II

(2015-01 - 2017-09)

• Manage large amounts of incoming phone calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Masters - Computer Science - Superior University Lahore

Bachelor - Commerce - Punjab University

Intermediate - Commerce - Lahore Board

Matric - Science - Lahore Board