RASHID ALI

• Lead a remote support team of 16 agents remotely.
• Monitor KPIs, productivity, service quality, and customer satisfaction to maintain consistent team performance.
• Coach and mentor agents through regular feedback, performance guidance, training, and onboarding support.
• Resolve complex escalations involving orders, deliveries, refunds, replacements, returns, and courier issues.
• Manage daily customer support operations in Shopify, Intercom, and ZigZag Returns.
• Develop and improve SOPs, Intercom Workflows, and automation to reduce repetitive enquiries and improve response consistency.
• Support Trustpilot recovery, operational planning, and process improvements during Black Friday and Christmas peaks.

Handled 15 plus customer cases per day as a first point of escalation during busy service periods.

• Coached customer service agents to improve performance, quality, and customer handling.
• Assisted with onboarding and training new team members through structured support and guidance.
• Managed daily customer service operations and stepped in on complex cases requiring escalation or recovery.
• Supported supervisors with workflow improvements and operational issue resolution.
• Maintained service levels during high-volume periods and seasonal peaks through flexible team coordination.

• Completed 100% of assigned tickets per week by tracking requests through to full resolution.
• Resolved 60 customer cases per day while maintaining accurate records and timely follow-up.
• Managed customer inquiries across chat and email channels with a clear, professional service tone.
• Documented order details, complaints, and follow-up actions to support accurate case history.
• Coordinated returns, refunds, and replacement requests while keeping customers informed throughout the process.
• Handled escalated issues calmly and routed complex cases to the appropriate internal contact.

• Maintained a 85% customer satisfaction rate by handling enquiries professionally and closing issues promptly.
• Resolved 80 customer cases per shift while maintaining consistent service quality in a high-volume contact centre.
• Resolved customer enquiries efficiently while balancing productivity targets and quality standards.
• Handled challenging conversations with clear communication and conflict-resolution skills to maintain positive customer relationships.
• Delivered customer support in a high-volume contact centre environment while staying professional under pressure.

• Managed marketplace product listings, order processing, and fulfilment activities across the full customer journey.
• Resolved customer enquiries, order-related issues, and complaint escalations with clear, professional communication.
• Coordinated fulfilment and delivery activity to support smooth shipment handling and customer recovery.
• Developed practical e-commerce knowledge through hands-on marketplace work and day-to-day operational problem solving.
• Applied process improvement discipline to listing, communication, and fulfilment workflows to support more consistent operations.

• Process customer orders and after-sales enquiries with accurate, timely updates across e-commerce workflows.
• Coordinate with logistics teams to support timely order fulfilment and resolve delivery-related issues.
• Apply SOP development and process improvement to strengthen customer operations and repeatable service handling.
• Support customer recovery by resolving complaints, refunds, replacements, and retention issues with professional communication.
• Build experience across online retail, customer service, and e-commerce operations in a remote support environment.