Zain Tarar

• 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.