Hammaad إقبال

• Lead daily floor operations ensuring KPI and SLA achievement
• Manage shift scheduling, workforce allocation, and task
prioritization - Monitor productivity, accuracy, compliance, and
operational metrics - Train and mentor team members to
improve performance and reduce error rates - Implement
process improvements to enhance throughput and minimize
bottlenecks - Collaborate with cross-functional teams to resolve
escalations and operational challenges

• Served as the communication link between customers, delivery
associates, and station teams - Resolved routing issues, delivery
delays, and service exceptions - Maintained SLA compliance
while handling escalations - Conducted root cause analysis to
prevent recurring operational issues - Contributed to improved
customer satisfaction through proactive issue resolution

• Delivered remote technical troubleshooting and support -
Resolved software, network, and account-related issues -
Logged and tracked cases using CRM systems - Ensured high
quality customer service through effective communication

• Managed venue cleanliness, seating arrangements, and
security - Timely arrangement of refreshments for students &
invigilators - Coordinated with multiple vendors and venue staff
for smooth operations