Ehtisham User

At Seranova Beauty, I supported post-purchase customer service for returned-to-sender shipments and failed deliveries. I reviewed Shopify orders, Parcel Panel tracking and customer messages to determine the next step under company SOPs.

Through Gorgias, I explained delivery issues and followed up with customers. I clarified shipping addresses and confirmed whether customers wanted a replacement or refund before processing refunds, reshipments or subscription cancellations.

I maintained RTS Exception and Failed Attempt trackers with customer responses, case status and pending actions. I also coordinated shipment issues and reshipment requests with teammates through Slack.

Previously, at Angelovski E-com, I supported daily e-commerce operations by monitoring shipments, updating tracking spreadsheets and supply chain panels, and coordinating follow-up tasks. I follow established SOPs and assigned KPIs, and I’m learning to check AI-assisted support suggestions against customer requests, case details and applicable rules.