Faheem Iqbal

Faheem Iqbal Software Engineer-Pakistani - Doha, Qatar Faheem Iqbal Profile Qualified professional, holding Bachelors degree in Computer Science and having 2 years of experience in ecommerce operations, logistics, and customer experience with International company Snoonu. Currently working as Supervisor Customer Care at Snoonu - Qatar's premier online shopping and marketplace with operations in Qatar, Oman, Pakistan and Kazakhstan. Extensive experience in process optimization, system integration, project management, account management, and customer acquisition in the E-commerce industry Proficient in the use of Microsoft Office Suite including Microsoft Excel (Advance analytical skills using formulas, Pivot, lookups), MS Word, and MS PowerPoint Hands-on experience on CRM and Warehousing systems including Salesforce, Zendesk, Order Management System (OMS), Tracking Management System (TMS) and Logistics Management System (LMS) Education Superior University, Bachelor's in Computer Science 2018 – 2021 Lahore, Pakistan Superior College, Intermediate Fsc-Engineering 2013 – 2015 Lahore, Pakistan Professional Experience Snoonu, Supervisor Customer Success Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement Work with sales and marketing teams to boost customer referrals and develop case studies • • • • • • 06/2021 – Present Doha, Qatar Orion Stars, Account Manager Handle inquiries and requests from customers and address their needs Stay on top of accounts, making sure they receive services that are within their budget and meet their needs Meet regularly with other team members to discuss progress and find new ways to improve business Generate progress reports for clients and senior leaders within the organization Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly 2020 – 2021 Lahore, Pakistan Free Lancer, Android Developer Gather and evaluate user requirements in collaboration with product managers and engineers Illustrate design ideas using storyboards, process flows and sitemaps Design graphic user interface elements, like menus, tabs and widgets Build page navigation buttons and search fields Develop UI mockups and prototypes that clearly illustrate how sites function and look like Create original graphic designs (e.g. images, sketches and tables) Prepare and present rough drafts to internal teams and key stakeholders Identify and troubleshoot UX problems (e.g. responsiveness) Conduct layout adjustments based on user feedback Adhere to style standards on fonts, colors and images 06/2018 – 02/2019 Lahore, Pakistan • • • • • • • • • • • • • • • Skills Customer Relation Management Team Management Full Stack Developer Reporting & documentation Android Developer Microsoft Office Bug Reporting Adobe photoshop Performance Monitoring Quality Evaluation Training & Feedback Workforce Management Process Support Escalation Management Engagement Activities Languages Arabic English Urdu Hindi References Reference will be provided on demand