Zain Imtiaz

Handled Amazon US customer service operations
including escalations & QA checks.
•
Supervised a team of 8–10 customer service agents,
ensuring high-quality delivery.
• Improved team CSAT from 85% to 94% through
coaching and performance monitoring.
• Managed daily operations with 1,500+ weekly
customer interactions (calls, chat, email).
• Reduced escalations by 40% by improving
processes and conflict-handling guidelines.
• Conducted regular QA checks and provided
feedback that improved agent accuracy by 25%.
• Implemented new scripts that reduced AHT by 15%
across the team.
• Led onboarding & training for new agents,
resulting in faster ramp-up time.
• Coordinated with QA, billing, logistics, and tech
teams to speed up resolution time.

Managed a portfolio of 150+ active clients,
improving retention by 30%.
• Boosted client satisfaction by resolving 90% of
issues within SLA.
• Generated repeat business from 40+ clients via
proactive follow-ups.
• Facilitated coordination between sales & delivery
teams, reducing delays by 25%.
• Handled WhatsApp/email communication with
zero missed queries.

• Streamlined billing & documentation, reducing
  processing time by 30%.
  • Resolved delivery/service issues with 100%
  accuracy in record-keeping.
  • Contributed to a 15% sales increase through
  improved client management.