FiveRivers Technologies

Senior Business Development Consultant

Miquel Gironès 0 Taxes / Multiple Passports

Head of Customer Success

About the Company: Miquel Gironès is a sovereign individual who offers services to help clients legally pay 0% taxes, protect their wealth, and build generational assets.

- Spearheaded the automation of outbound lead generation processes, optimizing efficiency and increasing lead volume by 50X within 2 months.

- Orchestrated client conversions resulting in over $100K in revenue, showcasing a strategic approach to business development.

- Successfully scaled operations from managing a single account generating leads to overseeing operations for 20+ accounts, significantly expanding lead generation capabilities within a span of 2 months.

- Established and maintained client relationships, fostering engagement and trust that led to a significant increase in booked calls for the success team and paying clients.

Head of Lead Generation and Appointment Setting

- Giving consultancy to a marketplace startup to set up their CX department

- Client management & onboarding

- Lead magnets -> Lead generation -> Closing clients

Business Consultant - CX

Truck It In

About the company: - Truck It In operates as a technology company offering a logistics technology platform. It focuses on streamlining road freight offering load-matching, freight booking, dispatching, and delivery services.

-Automated all of the data coming in through the Call Center to generate insights into the customer journey from the first call made till the lead matures and then beyond.

- Streamlined the workflow for lead generation to increase the conversion of meetings aligned with clients from 8% to over 50%.

- Created and deployed the workflows in Hubspot to generate real time insights on the performance of our sales team

- Created dashboards and visualizations of the entire customer journey which helped the team identify bottlenecks and improve the efficiency of the sales team so that they were able to 3X the amount of meetings they conducted with new leads.

- Created and conducted multiple internal training sessions related to our platform and CRM.

- Developed and nurtured relations with the clients by offering them top notch customer service pre and post trip.

- Conducted CSAT, Focus groups and other surveys to guage customer experience, identify pain points and actively work towards resolving them to further improve experience.

Head of Marketplace & Customer Experience

- Successfully set up the Inside Operations and Sales department within the company to build effective processes while assisting the core functions of the company which included commercials, front end operations, finance, COE and product

- Launched Hubspot with 3 sales teams which included Cash segment, Paid segment and Short haul segment. 400+ new active clients onboarded

- Launched and scaled hubspot's partner program in Pakistan: 1000+ Active Partner truckers onboarded

- Partnered with a Call Center to provide streamlined call center services for truck it in which included liveOps, demand generation, lead generation, partner and vendor onboarding, payment recovery and process excellence to name a few

- Managed a team of 30+ resources to facilitate all departments and help achieve process excellence and facilitate tech adoption

- Recovered PKR 600m+ payments stuck in the market

- Successfully launched a net margin +ve project which included ancillary services for truckers through an ecommerce play and partnering with another BNPL firm to finance the project

- Inside Sales: Piloted and successfully launched backend services for international trucking startups

- Successfully transitioned the company from manual sheets to automated data and tech adoption

- Applied metrics to boost cX through improvement in NPS, retention rate, CSAT among other metrics. Conducted extensive Voice of Customer campaigns to gauge cX.

Head of Inside Operations and Sales

Visionet Systems Inc.

About the company: Visionet Systems is a globally recognized IT software solution company offering state-of-the-art professional services and BPO offerings in the technology landscape.

- Conducted workshops to illicit requirements from clients and connect new gaps and functions within the overall business process

- Provided design ideas centered around UI/UX followed by in depth analysis and follow up with client for changes and visual improvements

- Complete ownership of JIRA and Confluence to ensure effective sprint planning and follow ups with relevant stakeholders

- Provided business and functional support to the technical team during development, and test programs after completion to ensure compliance with the specification.

- Provided requirement analysis to retail clients with turnover of over 100m USD

Senior Business Analyst

UNDP

Coach/Mentor

WiredX

Chief Executive Officer

Khaadi SMC Pvt. Ltd.

About the company: Khaadi is a leading fashion and lifestyle retailer having experienced unprecedented growth, from a single store selling hand-woven fabric, to over 69 stores operating in 5 countries.

- Responsible for end to end operations of 9 Flagship stores across Pakistan and 3 ‘Chapter 2’ outlets

- Delivered USD 50 million worth of business per annum for the company across Pakistan and budgeting, planning and implementing necessary decisions to achieve the targets

- Initiated the idea of customer voice and helped in creating an online portal where the employees could directly share the customer feedback in real time and get it verified across network. Helped the company in sorting out the customer concerns with much more efficiency

- Successfully implemented Video analytics to gauge customer interaction with our products and services within the store through Heat mapping, dwelling time, customer flow through the store. Identified the weak spots and increased sale conversion by over 5%

- Rolled out Microsoft Power BI, Shopper Value and helped IT team in integrating the in-store data with real time updates online which helped keep track of store conversions, stock situations and footfall

National Excellence Manager 

Retail Operations Manager

Careem

About the company: Careem is building 'the everything app' for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more.

- Developed a Quality framework for fleets across Pakistan which was then rolled out across the Careem Network in all Cities including Karachi, Lahore, Islamabad, Cairo, Riyadh and Dubai

- Managed customer retention as well as retention campaigns, from planning to execution and reporting in order to help deliver our main KPI: downloads, sign-ups, churn, daily trips

- Looked after recruiting, training and on-boarding captains to grow our fleet

- Worked closely with GMs and central growth team to identify growth bottlenecks across demand and supply functions

- Built business dashboards on Tableau to conduct trend analysis on retail metrics such as driving sales revenue, customer retention and fleet productivity

- Achieved 20X growth within 6 months from 1000 rides/day in Lahore to 20,000 rides/day turning it into one of the fastest growing cities within the Careem network

Fleet Manager - Quality

JUGMUG

Co-Founder

I'm Sabeeh Rehman, a seasoned marketplace operations and customer experience specialist with a proven track record of driving growth and exceeding expectations. My expertise lies in crafting and executing strategic initiatives that attract, engage, and retain customers across the entire lifecycle, from lead generation to onboarding, training, and ongoing support. 

I'm passionate about building vibrant marketplaces and fostering thriving customer communities. I'm driven by a constant desire to learn, innovate, and adapt, and I'm always looking for opportunities to make a positive impact.

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