Amazon E-commerce & Customer Support Specialist

HAMZA KABIR

Pakistan — Email: **************@*****.*** — Whatsapp: +1-213-***-****

Linkedin: www.linkedin.com/in/hamza-kabir

WORK EXPERIENCE:

Amazon Private Label Seller Amazon France Marketplace Jan 2022 – Present

• Operates a small-scale e-commerce business on the Amazon platform, overseeing all aspects of store management, including product listing creation and optimization, which has led to a 25% increase in visibility and engagement.

• Maintain accurate inventory levels to meet customer demand, ensuring a smooth fulfillment process that has resulted in a 98% on-time delivery rate.

• Implement competitive pricing strategies to attract customers, contributing to a steady 15% month-over-month sales growth through effective market analysis.

• Provide exceptional customer service by addressing inquiries and resolving issues promptly, achieving a 4.8/5 customer satisfaction rating based on feedback.

Freelance Customer Service & Sales Specialist Fiverr and Upwork Full-time Role

• Provided customer support services to clients and companies from diverse industries and backgrounds, handling over 2,000 customer interactions annually and ensuring timely responses to inquiries and issue resolution.

• Handled customer inquiries, complaints and escalations, processing orders, returns, and refunds, contributing to a 95%+ resolution rate in line with client policies.

• Utilized platform tools to track tasks, manage progress, and maintain organized communication channels, ensuring smooth workflows and timely updates.

• Maintained accurate records of customer interactions, consistently achieving 95%+ accuracy in documentation and reporting. Virtual Customer Support Agent Concentrix Full-time Role

• Provided support for over 600 customer inquiries per month via chat, email, and phone,troubleshooting issues and ensuring a 95%+ customer satisfaction rate by delivering timely and effective solutions.

• Utilized company-specific CRM tools to manage customer interactions, track issue resolution, and maintain accurate records, achieving 100% compliance with documentation & reporting standards.

• Collaborated with internal teams to escalate complex cases, contributing to faster issue resolution and reducing the average resolution time by 20%.

• Stayed up-to-date with the latest product updates and industry trends, resulting in a 15% increase in first-contact resolution for inquiries related to new product features.

Sales and Customer Relationship Manager Activities For Electro-Mechanical Works Company Contract Role

• Engaged with over 200+ clients to understand their needs, providing tailored solutions that resulted in a 25% increase in sales within the first quarter.

• Built strong, lasting relationships by resolving customer issues promptly, achieving a 90%+ customer satisfaction rating through exceptional service and attention to detail.

• Maintained in-depth knowledge of electro-mechanical products, effectively communicating technical benefits to clients, which led to an increase in upsell rates by 10%.

• Conducted comprehensive market research to identify trends and opportunities, helping inform sales strategies that contributed to a 5% growth in market share.

• Collaborated with cross-functional teams, including engineering and project management, to ensure successful execution of projects, improving delivery times by 10%.

Customer Support and Dispute Resolution Specialist Freelancer.com Contract Role

• Supported over 400+ freelancers and employers with account management, project posting, and bidding processes, ensuring a 95%+ customer satisfaction rate through timely and accurate assistance.

• Resolved disputes related to project agreements, milestone payments, and project deliverables, successfully mediating 80+ disputes with a 90% resolution rate, enhancing user trust and platform reliability.

• Assisted users with profile setup, portfolio management, and skill verification, helping 100+ freelancers improve their profiles and land projects, contributing to their business success.

• Proactively communicated platform updates and new features, ensuring users were well-informed and able to fully utilize the site, resulting in a 15% reduction in user queries.

Fashion & Beauty Customer Experience Advisor Zalora Full-time Role

• Managed over 100 daily customer inquiries via HelpScout, ensuring 99%+ accuracy and timely responses, contributing to a 20% improvement in overall customer satisfaction.

• Issued refunds in line with the company’s refund policy, processing over 200 refunds with zero errors, which contributed to enhanced customer trust and retention.

• Accurately processed hundreds of orders weekly, ensuring prompt order fulfillment and minimizing delivery delays, resulting in a 15% reduction in complaints related to shipping and fulfillment.

• Collaborated with a team of customer support agents to streamline workflows and share best practices, helping reduce average response time by 10%.

EDUCATION:

Bachelor of Science in Business Administration University of People, USA 2021 – 2025

• Building a strong foundation in core business areas including management, marketing, and entrepreneurship.

• Enhancing analytical thinking and decision-making through real-world business case studies and collaborative projects. High School Completion Chokara Science School and College, Pakistan 2018 – 2021 Total High School Percentage: 79.86% out of 100% (GPA: 3.19/4.0)

• Completed high school with a focus on science subjects such as Physics, Chemistry, and Mathematics.

• Developed strong analytical and problem-solving skills, essential for future academic and professional pursuits. SKILLS:

Customer Support Skills:

Omnichannel Support (Phone, Email, Live Chat, Social Media) — Inbound & Outbound Call Handling — Customer Sentiment Analysis & Behavior Prediction — Dispute Resolution & Conflict Management — Technical Troubleshooting & Root Cause Analysis — Order Processing, Returns & Refunds Management — Quality Assurance & Process Improvement — AI Chatbot & Automation Implementation — Customer Experience Optimization & Feedback Analysis. Sales Skills:

Negotiation & Persuasive Communication — Closing Skills — Upselling & Cross-Selling Techniques — Sales Strategy Development & Execution — Client Engagement & Relationship Building — Needs Assessment & Solution Selling — Lead Generation & Market Research — Sales Forecasting & Pipeline Management — Sales Performance Analysis & Reporting — CRM Management & Data Segmentation.

Technical Proficiencies:

CRM Softwares (Salesforce, Podio, Zendesk, FreshDesk) — E-commerce Platforms (Amazon, Shopify, WooCommerce, eBay) Live Chat & AI Chatbots (Intercom, Drift, Tidio, ChatGPT Integrations) — Payment Processing Platforms (PayPal, Stripe, Klarna, Chargeback Handling) — Business Intelligence & Data Analytics (Google Analytics, Tableau, Power BI) — Live Chat & AI Chatbots (Intercom, Drift, Tidio, Chatgpt Integrations) Workflow Automation & Process Optimization (Zapier, Monday.com, Asana) — Basic Web Development & Optimization (HTML, CSS) — Email Marketing & Automation (Mailchimp, Hubspot) — Productivity & Collaboration Tools (Google workspace, Microsoft suite) LANGUAGES: English Urdu Pashto

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