Afsha Banu

I’m a customer support and operations professional who thrives in fast-paced, international environments. I manage multi-channel support, handle escalations, and use root-cause troubleshooting to prevent repeat problems.

In my most recent role as a Quality Assurance & Operations Executive (Customer & Merchant Support) at InstaShop, I handled high-volume support—about 120 customer and 540 merchant messages daily—using Slack, internal dashboards, and call-center tools. I resolved delays, missing items, cancellations, refunds, and fulfillment issues end-to-end, while auditing workflows to stop recurrence.

I’m especially proud of how I turn messy, recurring issues into clearer workflows, stronger documentation, and scalable processes. By standardizing SOPs, improving documentation, and coordinating cross-functional teams, I helped drive consistency and reduce repeat tickets.

Earlier, I led studio operations and guest relations—managing premium customer communication, supporting service recovery, and creating guides/FAQs that streamlined processes. I also led store operations as a Store Supervisor (team of 5) with process optimization, branch expansion, and revenue growth, and I completed a short AI Strategy & Outreach freelance project building personalized AI workflows for new clients.