loshy mazi
@loshymazi
Customer service lead skilled in team building, process improvement, and multi-channel support.
United KingdomWhat I'm looking for
I am an experienced Customer Service Lead with 4+ years delivering exceptional service across e-commerce, retail, and hospitality. I have led front-of-house operations, trained and supervised staff, and implemented systems that cut errors and boosted customer satisfaction.
I combine hands-on customer support (email, chat, social, phone) with data-driven insights using Zendesk, Shopify and spreadsheets to spot issues and drive improvements. I’m passionate about building strong teams, optimising workflows, and designing customer-focused processes that increase loyalty and repeat business.
Experience
Work history, roles, and key accomplishments
Co-founder & Customer Experience Lead
P’s Place Seafood Takeaway
Mar 2020 - Present (6 years 3 months)
Led front-of-house and customer support operations for a busy takeaway serving hundreds weekly; implemented unified ordering across Uber Eats, Just Eat and Deliveroo reducing order errors by 20% and launched loyalty and complaint-handling protocols to increase repeat business.
Digital Customer Service Agent
FitFlop
Apr 2022 - May 2025 (3 years 1 month)
Resolved 50+ customer enquiries daily across email, live chat and social, maintaining a 95% customer satisfaction rating and using Zendesk reporting to identify recurring issues and drive process improvements during seasonal peaks.
Social Media Customer Support Assistant
Snag Tights
Sep 2021 - Jan 2022 (4 months)
Monitored and responded to high-volume social messages, reviews and returns queries; produced weekly performance reports and streamlined handling to reduce average response times.
Managed tenant queries on rent and payment plans and collaborated with finance and housing teams to deliver timely, empathetic resolutions, recognised for handling complex cases professionally.
Education
Degrees, certifications, and relevant coursework
University of the Arts London
Master of Science, Creative Entrepreneurship
Grade: 2:1
Completed an MSc in Creative Entrepreneurship with a 2:1 classification, focusing on creative business development and innovation.
Middlesex University
Bachelor of Science (Hons), Business Management
Grade: 2:1
Completed a Bachelor of Science (Hons) in Business Management with a 2:1 classification, covering core business functions and management principles.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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