Hussain Akram

Customer Support Specialist with 5+ years of experience delivering exceptional customer service across phone, email, and live chat for international clients. Experienced in eCommerce support, Shopify order management, subscription management, refunds, escalations, fraud prevention, and customer retention. Skilled at resolving complex customer issues while consistently meeting KPIs and maintaining high customer satisfaction.

Proficient in Richpanel, Shopify, Checkout Champ (CoC), Loop Returns, and CRM platforms.

Customer Support Specialist (SME) - Rosabella - Remote

(2025-07 - 2026-07)

• Provide email and chat support for a US-based Shopify eCommerce brand.
• Handle complex customer inquiries regarding orders, subscriptions, deliveries, returns, refunds, and product concerns.
• Review and approve refund requests while ensuring compliance with company policies.
• Investigate payment disputes, scam-related concerns, and VIP escalations.
• Manage subscription changes, cancellations, replacements, and reshipments.
• Coach support agents on SOP compliance and ticket quality.
• Work with Team Leads and Customer Success Managers to resolve escalated cases.
• Maintain high customer satisfaction through empathetic and solution-focused communication.

Client Support Officer - Afiniti - Islamabad, Pakistan

(2023-08 - 2025-06)

• Manage enterprise client accounts and provide end-to-end customer support.
• Coordinate with technical and cross-functional teams to resolve complex issues.
• Analyze customer concerns and ensure timely resolution within SLA.
• Mentor junior team members and support onboarding activities.
• Maintain a 96%+ client satisfaction score while consistently meeting KPIs.

Customer Service Rep - Ibex Global - Islamabad, Pakistan

(2021-01 - 2023-06)

• Assisted US-based customers via phone, email, and chat.
• Resolved billing, account, and technical inquiries.
• Handled 70+ customer interactions daily.
• Achieved 92%+ CSAT.
• Recognized as Employee of the Month.
• Consistently exceeded AHT and First Contact Resolution targets.

Customer Support Exec. - TRG (The Resource Group) - Remote

(2019-07 - 2020-12)

• Provided frontline support for US-based clients, resolving service issues and complaints.
• Achieved 95%+ resolution rate and reduced repeat complaints by 18%.
• Assisted in training material preparation for new hires.
• Recognized among top 5% performers in quarterly reviews.

Customer Support Intern - HBL Call Center - Islamabad, Pakistan

(2019-02 - 2019-06)

• Responded to 30+ daily inquiries regarding banking services.
• Learned CRM systems, compliance protocols, and customer service standards.
• Praised for professional communication and problem-solving skills.

Bachelor of Arts - English Literature & Linguistics - Quaid-e-Azam University (2021-11 - 2025-12)