Muhammad Hamza

E-commerce Customer Support Manager

Confidential — Shopify Brand (Netherlands) • Freelance

Apr 2024 - Nov 2025 • 1 yr 7 mos

Managed complete customer support and daily operations for a Netherlands based Shopify client overseeing 6 stores simultaneously handling 100+ emails per store daily alongside social media management, chargeback handling and dispute resolution. Maintained response rates consistently while ensuring every customer received a timely and professional resolution. Achievements: 1- Reduced refund rate from 60% to 25% within the first 2 months 2- Maintained response rate across 6 stores with 600+ daily emails 3- Successfully resolved chargebacks and disputes protecting store revenue and reputation 4- Recruited, assessed and trained 3 new customer support agents for the client 5- Implemented support processes that improved overall team efficiency and consistency Client Insight: Delivered measurable results from day one by identifying gaps in the existing support process and fixing them quickly. The client trusted me enough to expand my role to include agent recruitment and training which reflects the quality and reliability I brought to their operations.

Customer Support & Operations Specialist – Deflorance (DTC Brand, USA & Europe)

DeFlorance • ZZP

May 2023 - Sep 2025 • 2 yrs 4 mos

Managed 800+ daily emails, responding at a speed of 25–30 emails per hour, ensuring quick and accurate communication with customers across multiple time zones. Oversaw social media interactions, handled chargebacks, refund requests, and fund returns while maintaining a high standard of customer satisfaction. Coordinated with the supplier network to resolve order issues, stock updates, and fulfillment requests, ensuring seamless operations and timely deliveries. Monitored team performance, conducted quality checks, and led weekly meetings to optimize workflows, improve efficiency, and maintain consistent service standards. Additionally, assisted with order management across Shopify and ShipBob, maintained detailed SOPs and playbooks in Notion, and tracked operational data using Monday.com and Google Sheets. Communicated effectively with the team via Slack and WhatsApp, ensuring smooth coordination and problem resolution. Tools Used: Gorgias (tickets), Notion (SOPs & playbooks), Slack & WhatsApp (communication), Shopify & ShipBob (order management), Monday.com & Google Sheets (data tracking).

Property Manager | Yolofix Group, Barcelona

Yolofix • Freelance

Jul 2021 - Dec 2023 • 2 yrs 5 mos

Job History & Achievements • Reduced guest response time from 1 hour to under 2–3 minutes, improving overall guest satisfaction and booking experience. • Helped increase host ratings from 4.2 to 5 stars through professional communication and issue resolution. • Successfully managed 16+ properties (apartments and short-term rentals) with smooth booking coordination and calendar accuracy. • Reduced workload for property owners by handling daily operations, guest support, and administrative processes. • Maintained high guest satisfaction by resolving complaints quickly and ensuring positive experiences. Responsibilities • Managed guest communication from inquiry to checkout via Airbnb and WhatsApp. • Handled booking management, calendar updates, and pricing adjustments. • Coordinated cleaners and ensured property readiness between stays. • Verified guest identities and handled administrative documentation. • Maintained 3-month advance booking tracking using Google Sheets and mobile calendar systems. Core Strengths • Strong communication and problem-solving skills • Customer satisfaction focused approach • Reliable operations and organization