Atif Usmani

- Managed over 120 real-time customer chats daily, ensuring a first-contact resolution rate of over 90%.

- Increased customer retention by 25% through personalized support and strategic upselling.
- Delivered expert product and service recommendations, which resulted in a 15% increase in customer satisfaction scores (CSAT).
- Streamlined workflows and automated key processes, enhancing response efficiency by 35%.
- Maintained 100% SLA adherence, optimizing chat support response times, and resolution rates.
- Collaborated with more than five cross-functional teams to streamline issue resolution, reducing Average Handling Time (AHT) by 20%, and increasing first-contact resolution by 15%.
- Exceeded all key performance metrics, consistently achieving CSAT scores above 95%, First Response Time (FRT) under 30 seconds, a resolution rate of over 98%, and 100% SLA compliance.

- Processed over 500 product locations daily, ensuring a 99.5% inventory accuracy rate.
- Strengthened stow quality assurance, improving fulfillment efficiency by 22%.
- Exceeded operational targets, maintaining an adherence rate above 98%.
- Diagnosed and resolved process failures, contributing to a 20% decrease in operational errors.
- Compiled and analyzed over 1,000 data-driven reports, enhancing process automation efficiency by 30%, and improving decision-making accuracy by 25%.

- Led over three market research projects, identifying key consumer trends.
- Designed and executed 15+ data-driven social media campaigns, increasing engagement by 30%.
- Improved email marketing campaigns, enhancing open and response rates by 12%.
- Conducted a competitive analysis on over 50 industry competitors, refining pricing strategies that boosted market positioning by 20% and increased revenue potential by 15%.
- Analyzed over 500 consumer data points, delivering actionable insights that shaped marketing strategies, optimized customer engagement by 25%, and identified more than 3 emerging market trends.