Open to opportunities

iman abbasi

@imanabbasi

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Operations and customer service leader driving process improvement and CSAT.

India

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What I'm looking for

I seek a role where I can lead teams, improve operational processes, reduce defects, and drive high CSAT within a collaborative, data-driven environment.

I am an operations and customer service leader with 5+ years of experience in e-commerce, supply chain coordination, and international support environments. I have led shifts and managed teams of 30+ associates, reduced customer-impacting defects, prevented financial leakage, and improved cross-functional efficiency across fulfillment, transportation, and customer service.

I consistently deliver high CSAT through KPI monitoring, coaching, and continuous process improvement, and I have been recognized with recurring Customer Obsession awards and 15+ Recognition and Reward accolades for reliable performance and customer focus.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Amazon

Aug 2022 - Jun 2025 (2 years 10 months)

Resolved high-volume international customer queries across phone, chat, and email, maintained high CSAT and AHT targets, processed refunds and escalations, and contributed process-gap feedback to improve customer experience.

Customer Support CSAT AHT Escalations CRM Systems Chat & Email Etiquette Fraud Prevention

Business Team Manager

M.I. Fashion

Apr 2018 - Jul 2022 (4 years 3 months)

Managed independent shifts and led a team of 30 associates, reducing customer-impacting defects through concession analysis and end-to-end experience optimization while preventing financial leakage via strategic partner oversight.

Team Leadership Supply Chain Coordination Process Improvement Carrier 3P Tracking Financial Leakage Prevention Microsoft Excel