Operations & Customer Support Specialist

Lead the creative and operational direction of an online and in-store fashion accessories business. Coordinate brand presentation, product selection, merchandising, customer-facing communication, supplier relationships, inventory, and daily business activities.

Manage customer enquiries, order processing, fulfillment, post-sale support, procurement, stock availability, and operational records. Implement workflow improvements to strengthen organization, service delivery, and operational efficiency.

Managed inventory control and operational reconciliation for a high-volume retail outlet, including physical stock, inventory movements, stock records, POS balances, cash transactions, bank reconciliation statements, and system documentation.

Maintained 100% adherence and zero stock variance across inventory controls and audits. Prepared operational reports, investigated discrepancies, maintained audit readiness, and successfully met requirements during quarterly unannounced external audits.

Provided frontline operational leadership in a fast-paced retail environment, coordinating team performance, service delivery, customer issues, operational escalations, and compliance.

Supervised and coached five frontline representatives and maintained a 95–98% KPI compliance rate across daily service and operational targets. Monitored reports, identified performance gaps, and promoted accountability and teamwork.

Delivered customer support, retail administration, product and service education, and operational support while maintaining CRM accuracy and regulatory compliance. Managed customer requests and account updates using Oracle Siebel CRM.

Resolved issues involving SIM replacement, SIM registration, data provisioning, recharge management, and E-Top Up services. Maintained customer records, escalated complex issues within agreed turnaround times, followed up on resolutions, and identified cross-sell and upsell opportunities.

Supported dealer and business operations through customer and process support, CRM management, regulatory compliance, and coordination of SIM replacement and E-Top Up activities.

Processed an average of 100–120 SIM replacement requests daily with high accuracy. Performed customer identity verification according to NCC requirements, maintained audit-ready CRM documentation, resolved dealer operational issues, and managed email communication against SLA, KPI, and TAT requirements.

Delivered high-volume customer support through Avaya Contact Center, managing 100–120 customer interactions daily against a target of approximately 85 interactions. Used Oracle Siebel CRM to authenticate customers, manage service requests, and document interactions.

Resolved service issues while working against AHT, FCR, QA, ACW, CSAT, and adherence targets. Maintained accurate case documentation, escalated complex issues appropriately, and supported customer satisfaction through responsive service and issue resolution.