Umar Bin Feroz

Experience

• 

  Hussain & Co.

  Nov 2007 - Feb 2008

  Electrical Technician

  1. Assembly Power Board2. Installation of Distribution Board

• 

  DHA Cogen Ltd

  Feb 2008 - Mar 2009

  Assistant Operator

  1. Managing Power Plant System Tool2. Operate Machines.

• 

  Ibex Global-A TRG Company

  May 2009 - Aug 2017

  1. Executed outbound campaigns targeting Telenor customers and retailers, driving engagement and promoting new services.2. Maintained Service Quality Level and monitored daily KPIs, ensuring data accuracy and campaign effectiveness. 1. Provided exemplary customer support to Telenor customers, resolving inquiries promptly and maintaining high satisfaction levels.2. Managed Service Quality Level and monitored daily KPIs, optimizing workflow efficiency and performance tracking.

  • Senior Customer Support Executive – Outbound

    Jan 2015 - Aug 2017

  • Senior Customer Support Executive – Inbound

    May 2009 - Jan 2015
• 

  Daraz

  Aug 2017 - now

  1. Develop and implement standard operating procedures (SOPs) for logistics operations.2. Analyze existing workflows, identify inefficiencies, and recommend improvements.3. Optimize first-mile, last-mile, and reverse logistics processes to reduce delays and costs.4. Track and analyze KPIs such as delivery accuracy, transit times, loss rates,5. Generate data-driven insights to improve logistics performance.6. Implement automation and technology solutions to streamline operations.7. Train and support team members on new process improvements and best practices.8. Work closely with warehouse, distribution, and transportation teams for seamless operations.9. Ensure smooth coordination with 3PL partners for timely and accurate deliveries.10. Monitor service-level agreements (SLAs) and drive improvements in 3PL performance.11. Resolve logistics issues related to shipment delays, losses, and vendor disputes.12. Develop contingency plans for handling logistics challenges such as supply chain disruptions or transportation failures.13. Create and maintain comprehensive reports on logistics efficiency and process effectiveness.14. Maintaining a comprehensive record of all losses and implementing strategies to minimize them. Show less 1. Lead a team of logistics coordinators, warehouse staff, and delivery personnel.2. Assign daily tasks, monitor performance, and provide training & development.3. Resolve shipment delays, lost or damaged goods, and delivery disputes.4. Identify bottlenecks and inefficiencies in logistics processes and propose solutions.5. Generate and analyze logistics reports (shipment performance, cost analysis, etc.).6. Coordinate with third-party logistics (3PL) for delivery status updates across all journey stages.7. Address and resolve logistics-related queries and complaints from stakeholders.8. Maintaining a comprehensive record of all losses and implementing strategies to minimize them.9. Managing and overseeing the team’s performance and operations. Show less 1. Lead a team of logistics coordinators, warehouse staff, and delivery personnel.2. Assign daily tasks, monitor performance, and provide training & development.3. Resolve shipment delays, lost or damaged goods, and delivery disputes.4. Identify bottlenecks and inefficiencies in logistics processes and propose solutions.5. Generate and analyze logistics reports (shipment performance, cost analysis, etc.).6. Coordinate with third-party logistics (3PL) for delivery status updates across all journey stages.7. Address and resolve logistics-related queries and complaints from stakeholders.8. Maintaining a comprehensive record of all losses and implementing strategies to minimize them.9. Managing and overseeing the team’s performance and operations. Show less 1. Manage end-to-end logistics operations, including inbound, outbound, and hub-to-hub shipments.2. Coordinate with third-party logistics (3PL) for delivery status updates across all journey stages.3. Monitor real-time shipment movement and update statuses as per operational needs.4. Ensure timely resolution of delivery delays, lost shipments, or damaged goods.5. Act as a liaison between internal departments (customer service, warehouse, finance) and logistics partners.6. Work on process improvement initiatives to enhance efficiency and cost-effectiveness.7. Maintain and update logistics records, shipment reports, and delivery documentation.8. Ensure proper handling of returns, reverse logistics, and damaged shipments.9. Negotiate contracts and analyze carrier performance to optimize delivery efficiency.10. Collaborate with logistics partners, couriers, and transport vendors for smooth operations. Show less

  • Process Manager Logistics

    Jan 2023 - now

  • Customer Experience Manager - Logistics

    Jan 2021 - Dec 2022

  • Customer Experience Lead - Transport

    Sept 2019 - Dec 2021

  • Logistics Executive - Transport

    Aug 2017 - Aug 2019