Raheel Shakeel

Results-driven Customer Support & Operations professional with a specialized focus on the e-commerce sector. Currently managing Daraz Seller Support operations at ibex., with extensive experience in resolving complex vendor disputes and driving first-contact resolutions. Proven ability to maintain high service level targets through empathetic communication and meticulous problem-solving in high-pressure environments.

Customer Support Representative - ibex. Pakistan (Daraz Campaign)

(2024-10)

• Operations Management: Managing end-to-end Daraz Seller Center operations, including order fulfillment, billing inquiries, and technical troubleshooting.
• Conflict Resolution: Handling high-pressure customer and vendor situations with empathy, effectively de-escalating conflicts to maintain brand reputation.
• Performance Metrics: Monitoring key performance indicators such as CSAT, NPS, and Average Handling Time (AHT) to consistently meet service level targets.
• Technical Troubleshooting: Diagnosing and resolving product-related and billing inquiries with a focus on first-contact resolution (FCR).
• Knowledge Management: Maintaining a centralized knowledge base to improve team response accuracy and reduce overall handling time.

Intermediate - Govt. Degree College (2018 - 2019)

Matriculation - Rising Stars Montessori & High School (2016 - 2017)