Ali Zaidi

Detail-oriented Customer Service professional with 2 years of experience at Ibex, including one year supporting the Walmart retail campaign and one year on the Amazon campaign as a DART L3 Escalation Agent. Experienced in order and account-related customer support, escalation handling, and cross-team coordination to ensure timely, accurate resolution for customers.

Strong Microsoft

Excel skills (VLOOKUP, SUMIF, pivot tables) for managing and analysing large datasets, with working exposure to SAP and Power BI for order tracking and reporting, and a BBA in Supply Chain Management providing a solid foundation in order-to-cash processes, logistics, and business process improvement. Organized, detail-oriented, and comfortable operating independently under pressure while building strong customer relationships.

DART L3 Agent / Customer Service Associate — Amazon Campaign at IBEX (2025-08 – Present)

• Order & Account Support: Handled customer-facing account and order-related queries, verifying details and coordinating with internal teams to ensure accurate, timely resolution.
• Technical Device Support: Trained in troubleshooting and setup of D2 digital devices (Amazon smart devices), providing hands-on technical support to customers.
• Escalation Management: Handled supervisor-level escalation calls, resolving complex customer concerns and keeping customers updated throughout the resolution process to protect retention.
• Cross-Team Coordination: Provided real-time guidance to agents via internal chat channels, ensuring smooth handoffs and consistent communication across teams.

Customer Service Representative — Walmart Retail Campaign at IBEX (2024-08 – 2025-08)

• Customer & Order Support: Supported Walmart retail customers with order status updates, delivery timelines, and issue resolution, ensuring a first-class customer experience.
• Data & Reporting: Maintained accurate records and status reports using Microsoft Excel, applying formulas and pivot tables to track orders and flag issues promptly.
• Process Compliance: Followed established service and escalation processes in line with company policy, contributing to consistent, controllership-aligned service delivery.

Sales Representative at Digital Destiny (2024-01 – 2024-07)

• Relationship Management: Engaged clients, delivered targeted service presentations, and built rapport to drive conversions.
• Target Achievement: Collaborated with team members to meet regional sales objectives and acquisition targets.

Bachelor of Business Administration (BBA) in Data Analytics & Supply Chain – Lahore School of Economics (LSE) (2027)