MD MOSADDAQUE
Asir
Dhaka
Summary
Dynamic and strategic leader with over 7 years of experience in e-commerce operations, customer and seller experience strategy, and product management within the Alibaba Group ecosystem. Proven track record of driving product innovation, operational excellence, and customer satisfaction across multiple markets. Expert in cross-functional leadership, strategic planning, and implementing data-driven decisions to enhance business performance and user experience.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Regional Head of Commercial Product
Alibaba Group
12.2023 - Current
- I am the pivotal link between commercial needs and product innovation across Daraz Group's markets in Bangladesh, Pakistan, Nepal, and Sri Lanka
- My role involves identifying and translating commercial team requirements into actionable product development strategies, ensuring our offerings are perfectly aligned with market demands and business goals.
Regional Head of Operational Performance of DarazMall
Alibaba Group
12.2022 - 11.2023
- Overseeing operations across Pakistan, Bangladesh, Nepal, Sri Lanka, and Myanmar, I played a pivotal role in enhancing the operational and compliance framework of DarazMall, Daraz's premier branded channel
- My leadership focused on elevating channel integrity, implementing strategic tech solutions, and driving significant operational improvements.
Regional Project Lead | Customer Experience
Alibaba Group
03.2022 - 12.2022
- Driving strategic enhancements in customer returns across Pakistan, Bangladesh, Nepal, Sri Lanka, and Myanmar
- Owned the reverse domain, significantly cutting return and refund times, and elevating operational efficiency
- Championed seamless return experiences through innovative operational and product solutions.
Head of Customer and Seller Strategy
Daraz
05.2021 - 02.2022
- Spearheaded the formation of the Customer and Seller Strategy department, recruiting and mentoring a dedicated team focused on strategic initiatives to improve experience metrics across the board
- Developed and executed comprehensive strategies to optimize buyer and seller journeys, ensuring a seamless and positive experience from end to end.
Head Of Customer and Seller Strategy
HungryNaki
05.2021 - 12.2021
- From the ground up, architected the entire customer service department, establishing a robust framework to support the growing customer base efficiently
- Led the business planning for HungryNaki's customer service, meticulously designing the department's P&L to align with strategic growth objectives and financial sustainability.
Project Manager
Daraz
10.2020 - 04.2021
- Developed and implemented strategies to enhance the customer and seller NPS scores, focusing on service quality, responsiveness, and overall satisfaction
- Streamlined processes to ensure timely and effective resolution of customer complaints, enhancing trust and loyalty among our user base.
Customer Service Support Manager
Daraz
03.2020 - 09.2020
- Conceptualized and executed a holistic framework for customer experience, integrating innovative strategies and practices across System and Process, QA, and Training and Development to enhance service quality and efficiency
- Directed and nurtured a team of 70+ customer service professionals, promoting a culture of excellence, accountability, and continuous improvement.
Assistant Manager Customer Services
Daraz
06.2017 - 02.2020
- Spearheaded the creation of the Customer Service Support wing, defining its mission, objectives, and strategies to align with Daraz's overall goals
- Oversee the development and optimization of systems and processes to improve efficiency, reduce errors, and enhance the customer service experience.
Customer Service Executive
Daraz
12.2015 - 05.2017
- Managed a high volume of inbound and outbound calls and Live Chat, addressing customer inquiries, complaints, and feedback with the utmost professionalism and efficiency
- Developed a deep understanding of [Company's products/services] to offer accurate and detailed information, leading to an increase in customer satisfaction ratings.
Brand Amplifier
Integrated Marketing Platform
01.2015 - 12.2015
BRAND AMPLIFIER
Interspeed
01.2015 - 12.2015
Education
Bachelor of Business Administration - BBA -
BRAC University
01.2013 - 04.2017
Skills
Operational Efficiency
undefinedTimeline
Regional Head of Commercial Product
Alibaba Group
12.2023 - Current
Regional Head of Operational Performance of DarazMall
Alibaba Group
12.2022 - 11.2023
Regional Project Lead | Customer Experience
Alibaba Group
03.2022 - 12.2022
Head of Customer and Seller Strategy
Daraz
05.2021 - 02.2022
Head Of Customer and Seller Strategy
HungryNaki
05.2021 - 12.2021
Project Manager
Daraz
10.2020 - 04.2021
Customer Service Support Manager
Daraz
03.2020 - 09.2020
Assistant Manager Customer Services
Daraz
06.2017 - 02.2020
Customer Service Executive
Daraz
12.2015 - 05.2017
Brand Amplifier
Integrated Marketing Platform
01.2015 - 12.2015
BRAND AMPLIFIER
Interspeed
01.2015 - 12.2015
Bachelor of Business Administration - BBA -
BRAC University
01.2013 - 04.2017
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