Muhammad Ali Raza

I've supported Urban Sales, a leading New Zealand online retailer, for 12 years, owning customer and operational cases across web, marketplace, email, and phone channels. I maintain 95%+ CSAT while resolving 50+ weekly cases involving orders, shipping claims, returns, warranties, and refunds.

I work directly with logistics, sales, and technical teams to reduce response and resolution times, rather than letting tickets bounce between teams. I also turn complaint interactions into repeat purchases and positive reviews through proactive follow-ups and thoughtful goodwill resolutions.

Alongside my long-term retail role, I've completed 135+ Upwork contracts and 28,000+ tracked hours for international e-commerce clients. I manage Amazon seller accounts end to end, including account health, listings, catalog troubleshooting, buyer messaging, appeals, and reinstatements.

I'm trusted with escalated, high-value cases that require empathy, sound judgment, policy balancing, and clear communication across global time zones.