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Abdul Raffay

@abdulraffay2

Operations Team Lead driving KPI-backed process improvements, SLA compliance, and faster onboarding across remote teams.

Pakistan

Message

What I'm looking for

I’m looking for an operations leadership role where I can drive measurable improvements—SLA/KPIs, SOP-driven execution, and escalation frameworks—while partnering with Product and Technical teams to scale efficiently and grow high-performing remote teams.

I lead operations with a KPI-first mindset, managing 20+ people across remote teams while sustaining 95%+ SLA compliance. I’m known for designing SOPs, building escalation frameworks, and translating real-time metrics into practical operational improvements.

As an Operations Team Lead, I improved daily remote task quality with a 97%+ accuracy rate by coaching and mentoring structured onboarding SOPs and weekly performance reviews. I reduced average task escalations by 30% by implementing a two-tier escalation management framework and accelerated time-to-productivity by 45% through standardized SOPs and training materials.

Earlier, I served as a Technical Support Analyst within the Operations team, strengthening system reliability and cross-functional delivery. I delivered 93% first-contact resolution, reduced recurring incidents by 35%, improved workflow accuracy by 20%, and managed Google Workspace administration for 100+ accounts with zero unauthorized-access incidents—plus I previously launched and scaled a Shopify store as Founder & Operations Manager.

Experience

Work history, roles, and key accomplishments

Current

Operations Team Lead

Current

Verse Medical

Sep 2025 - Present (9 months)

Improved team output quality to a 97%+ accuracy rate by coaching a 20+ person remote team through onboarding SOPs and weekly performance reviews. Reduced task escalation rates by 30% and increased onboarding speed by 45% while sustaining 95%+ SLA compliance through real-time performance monitoring and capacity reallocation.

SLA KPI Tracking SOP Development Escalation Management Capacity Planning Remote Team Leadership Quality Assurance (QA)

Technical Support Analyst

Work Generations

Jan 2024 - Aug 2025 (1 year 7 months)

Resolved 50+ weekly user-reported software bugs and system errors by diagnosing root causes and escalating via structured descalation processes, achieving 93% first-contact resolution via monthly QA audits. Reduced recurring system incidents by 35% and improved system accuracy by 20% by identifying failure patterns, documenting findings, and coordinating pre-rollout OS improvements.

Root Cause Analysis Technical Troubleshooting First Contact Resolutions Incident Management & QA Google Workspace Administration

Founder & Operations Manager

Elegance By SK

Mar 2023 - Dec 2023 (9 months)

Launched and scaled a Shopify e-commerce store from zero to operational within 30 days by building end-to-end store architecture, digital marketing workflows, and customer support SOPs. Reduced vendor costs by 18%, improved customer retention by 25%, and maintained 100% order fulfillment SLA compliance during peak periods through capacity planning.

Shopify Operations Contract Negotiation Capacity Planning