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خلاصہ
Results-driven E-Commerce professional with over 4 years of experience as a Customer Success Lead and expertise in Digital Merchandising. Proven track record of enhancing customer satisfaction and optimizing online retail experiences. Adept at leveraging various software solutions, including Shopify Plus, Ginkgo, Zendesk, Tagaly’s and Intellicon, to streamline operations and drive business growth. Demonstrated ability to lead cross-functional teams, implement effective customer success strategies, and achieve measurable results. Seeking a challenging role where I can apply my skills in E-Commerce, customer success, and digital merchandising to contribute significantly to organizational success and foster professional growth
تجربہ
Assistant Manager E-commerce Merchandising
•Uploading the Products on Shopify
•Collaborating with Marketing and Creative on-site design, layouts, image and content
•Generate and maintain a link matrix for all website content and email campaigns
•Manage promotions, offers, and mark-down activity
•Plan and executes curated category landing pages to support editorial features and highlights to reinforce the brand’s relevance and lifestyle point of view
•Oversee the product launch of all items within a specified product category
•Participate in E-commerce photography and help ensure the photos meet the brand style guide
•Size Guides and tagging of the products, to provide the best shopping experience for the customers.
•SEO driven naming of the products and descriptions to enhance the visibility on different platforms
Senior E-commerce & Customer Service Specialist Lead
•Manage and lead a team of 7 customer service representatives
•Develop and implement customer service policies and procedures
•Monitor and analyze customer service metrics to identify areas for improvement
•Train and coach customer service representatives on best practices and customer service skills
•Handle escalated customer complaints and issues
•Collaborate with other departments to ensure a seamless customer experience
•Conduct performance evaluations and provide feedback to team members
•Develop and maintain relationships with key customers and stakeholders
•Stay up-to-date on industry trends and best practices in customer service
•Lead special projects and initiatives to improve customer service and satisfaction.
E-commerce & Customer Service Executive.
•Managing orders on Shopify plus and providing support to Operations
•Provide information of products or services and Brand policy.
•Responding queries on Email, Facebook and Instagram
•Coordinating with different departments to resolve customer queries
•Taking continues follow up from relevant department to resolve issues
• Handling online orders processing and returns.
•Handling chargebacks from the HBL
•Catalogue management and TO handling on Dynamics 365
•Website handling Via Shopify plus.
•Book keeping of all the documents, Discounts and gift vouchers.
•Achieved the KPI’s set by the company i.e., 90% response rate and Customer Feedback score above 4
intern
Did a 6 week internship at joy business academy where i get to enhanced my interpersonal, negotiation, time- management and leadership skills through E-learning.
