Majharul Samin

Customer Support Agent at Moda Perla

Private Site • Período integral

Dec 2025 - May 2026 • 5 mos

Role: E-commerce Operations Specialist Owned and optimized support workflows for a high-growth fashion brand. My core focus was maintaining a seamless customer experience while managing high-volume operations. Core Achievements: High-Volume Ticket Management: Managed 100+ daily tickets (Email, Chat, Social) using Gorgias, ensuring zero backlog. Efficiency & Speed: Implemented macro templates and standardized SOPs, which significantly reduced Average Handle Time (AHT) and improved First Response Times. Operational Accuracy: Handled complex Shopify backend tasks, including order fulfillment, tracking exception management, and data-driven refund/return processing. Performance Metrics: Proactively monitored and protected CSAT and resolution metrics by identifying customer friction points and implementing data-backed improvements.

CUSTOMER SUPPORT AND ADMIN at RabbitPatchGifts

Self Employed • Autônomo

Mar 2019 - Jul 2022 • 3 yrs 4 mos

Role: Customer Support and Admin Specialist Owned end-to-end customer experience and back-office administration for an e-commerce retail store. Core Achievements: Support Operations: Provided direct customer support across email and chat channels, managing order inquiries, tracking, and product returns. Administrative Oversight: Streamlined internal administrative processes to ensure order data accuracy and timely communication with customers. Customer Resolution: Resolved order-related issues proactively, maintaining a high standard of service and improving overall buyer satisfaction. Cross-Functional Collaboration: Coordinated with internal operations to bridge the gap between customer queries and order fulfillment status.