Tazeen Asif

Dedicated Customer Service Specialist with 4+ years of experience in Customer Live Chat Support and multi-marketplace operations. Proven track record of resolving technical issues, managing returns and logistics coordination, and ensuring high customer satisfaction across international e-commerce platforms. Skilled in CRM systems, DHL case handling, return label creation, POD generation, data analysis, and weekly reporting.

Recognized for consistently exceeding KPIs and implementing process improvements that reduced resolution times and enhanced operational efficiency.

E-commerce Customer Support Specialist at Exact Solutions (2025 – 2026)

To deliver exceptional customer support across multiple international e-commerce marketplaces by streamlining returns processes, reducing dispute resolution time, and maintaining high customer satisfaction scores.

• Manage high-volume customer inquiries across Amazon, Backmarket, Refurbed, Cdiscount, and Rakuten marketplaces, handling 50+ tickets daily while maintaining a 95% customer satisfaction rating
• Create and manage return labels and coordinate reverse logistics, processing 200+ returns monthly with 98% accuracy
• Generate Proof of Delivery (POD) documents and open/follow up on shipment cases with DHL, achieving a 90% resolution rate within 48 hours
• Handle refunds, replacements, cancellations, and dispute cases professionally within SLA, reducing average dispute resolution time by 25%
• Collect and analyze marketplace error data, identifying recurring operational issues that led to a 15% reduction in repeat complaints
• Prepare weekly performance presentations and operational reports for internal meetings, providing actionable insights to management
• Maintain accurate CRM documentation, ensuring seamless communication across teams and reducing handoff errors by 30%
• Successfully reduced average response time from 4 hours to under 2 hours by implementing new prioritisation strategies
• Recognised as a top performer for 3 consecutive quarters, achieving 100% SLA compliance
• Developed a standardised returns processing workflow adopted by the entire support team, reducing processing time by 20%

Customer Live Chat Support Specialist at Because Intelligence (2020 – 2023)

To provide real-time technical support for a Shopify app, ensuring seamless customer onboarding, efficient troubleshooting, and effective escalation management to enhance product adoption and user satisfaction.

• Responded to live chat inquiries in real-time, managing 3–5 concurrent conversations while maintaining a 90% first-response time under 60 seconds
• Diagnosed and resolved customers' technical issues related to Shopify app features and integrations, achieving a 85% first-contact resolution rate
• Guided customers through onboarding, setup, and troubleshooting processes, resulting in a 20% increase in successful product activations
• Escalated complex technical issues to development teams when required, ensuring clear documentation and follow-through
• Documented recurring issues to improve product functionality, contributing to a 15% reduction in monthly ticket volume over 6 months
• Managed multiple chats simultaneously while maintaining a 95% customer satisfaction score
• Received "Employee of the Month" twice for consistently exceeding response time and satisfaction targets
• Created a knowledge base of 30+ common technical issues, reducing training time for new hires by 40%
• Collaborated with product team to identify and resolve 10+ recurring bugs, improving overall app stability

Social Media Marketing Specialist at Winsome Glow (2019 – 2020)

To enhance brand visibility and audience engagement across social media platforms by executing strategic content campaigns and analysing performance metrics to drive continuous improvement.

• Managed social media platforms (Instagram, Facebook) and increased brand engagement by 35% within 6 months
• Created and scheduled content aligned with marketing strategies, resulting in a 25% growth in follower base
• Analysed engagement metrics and campaign performance using native analytics tools, providing monthly reports to management
• Responded to audience queries and supported promotional campaigns, maintaining a 100% response rate within 24 hours
• Coordinated with graphic designers and copywriters to ensure consistent brand messaging across all channels
• Successfully executed a seasonal campaign that generated 50,000+ impressions and a 10% increase in website traffic
• Built a content calendar that reduced last-minute content creation by 60% and improved team efficiency
• Identified high-performing content formats that increased average engagement rate by 15%

Bachelor in Mass Communication – Allama Iqbal Open University (2020)

Intermediate in Arts – BISE Lahore (2014)

Matric in Science – BISE Lahore (2012)