Sohail Sayyed

• Led core logistics, courier operations, and customer support functions for 30+
in-house team members, ensuring adherence to SLAs and seamless operational
execution across 50+ daily transactions
• Managed end-to-end vendor and courier partner relationships, negotiated
contracts, and maintained service quality standards resulting in consistent on
time delivery and zero escalations to CEO level
• Spearheaded customer experience improvement initiatives focused on NPS,
CSAT, and FCR metrics, significantly improving customer satisfaction and
reducing complaint resolution time
• Identified and resolved critical operational gaps through data-driven analysis,
recommended process improvements that enhanced workflow automation and
operational visibility
• Monitored and analyzed operational KPIs including AHT, FCR, CSAT,
adherence, and shrinkage; implemented corrective action plans with consistent
effectiveness
• Led vendor onboarding, SLA governance, and performance management
reviews; negotiated cost optimization opportunities and improved operational
expense management
• Collaborated with Product, Quality, Training, Operations and Finance teams on
CRM development and enhancement initiatives, contributing to improved
service efficiency and customer journey experience

Lead customer operations for 50+ in-house specialists
• Govern performance of 1, 000+ outsourced agents
◦ Manage
multiple BPO vendors
• Drive operational excellence
• Improve customer experience
◦ Lead executive escalations
◦ Deliver
strategic operational projects
Executive Escalation Leadership