Umar Alvi
Ecommerce Team Leader - Operations @Adoreblitz
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WORK HISTORY
Ecommerce Team Leader - Operations @Adoreblitz
Glasgow City, GB
As E-commerce Team Manager at Adoreblitz, I oversee the end-to-end digital storefront experience, manage the customer journey, and drive strategic growth across TikTok Shop and other emerging social commerce platforms.• Led and motivated a high-performing team of Customer Service Advisors to deliver exceptional customer experiences across multiple digital channels.• Drove engagement, motivation, and team morale through regular coaching sessions, recognition initiatives, and performance-based incentives.• Managed individual and team performance, including productivity, attendance, and quality metrics, achieving consistent KPI compliance. • Conducted quarterly performance reviews using insights from monthly productivity and quality assessments to identify development needs and boost team capability.• Collaborated with the Training and Operations teams to recruit, onboard, and develop new hires, ensuring seamless integration and ongoing professional growth.• Oversaw the end-to-end customer journey, ensuring a seamless shopping experience through effective communication, fast fulfillment, and responsive support.• Improved department efficiency and quality by implementing process improvements that reduced response times and increased customer satisfaction.• Prepared and analysed daily, weekly, and monthly operational reports to monitor trends and drive data-informed decision-making.• Resolved complex customer escalations effectively, introducing new procedures to strengthen service delivery and prevent recurrence.Achievements• Improved customer satisfaction scores by 15% through targeted coaching and service quality enhancements.• Supported a 20% increase in team productivity through optimized workflows and performance tracking.• Successfully on-boarded and developed 12+ new team members, enhancing team capability and retention rates.• Optimised scheduling and reduced overtime costs by 20% through proactive, data-driven workforce planning.
EDUCATION
University of Glasgow
Doctor of Philosophy - PhD, Digital Innovation
University of Strathclyde
Master of Science (MSc), International Management
University of Birmingham
BA (Hons), Business Enterprise
City of Glasgow College
HND Marketing
SKILLS
ABOUT UMAR ALVI
Experienced E-commerce Team Leader with a strong background in digital operations, team management, and platform optimisation. Currently leading ALEF Online Academy’s remote e-commerce team, driving course sales through strategic product listings, pricing, and campaign management. Previously managed a 20+ member team on ByteDance’s moderation project, ensuring data integrity and platform safety across APAC. Passionate about the e-commerce industry and committed to leveraging data, user experience, and digital strategy to drive growth and deliver impactful customer journeys.Possess strong experience within contact centre, BPO, financial services, Education, and Consulting industryContact me on 07•••••••56 or inbox me and I am happy to discuss any opportunity.
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