Ratoshi Zabin

Delivered end-to-end remote customer support across email, Shopify, and social media channels in a high-volume e-commerce environment.

Managed refunds, returns, delivery investigations, faulty item claims, and payment discrepancies.

Handled escalated and legally raised complaints from UK-based customers in compliance with consumer protection regulations.

Investigated and responded to formal chargeback cases by reviewing transaction records, analysing claim validity, and submitting documentation on behalf of the company.

Strategically accepted payback charges where appropriate to mitigate financial exposure and protect merchant credibility with payment processors.

Monitored and responded to public reviews, strengthening brand trust and improving customer retention.

Reduced repeat follow-ups by providing structured communication, clear timelines, and transparent resolution processes.

Collaborated with warehouse, finance, SEO, and web development teams to resolve operational bottlenecks impacting customer satisfaction.

Provided structured complaint analysis and reporting insights to management for service improvement initiatives.

Mentored junior team members to improve tone control, response quality, and policy adherence.

Led B2B and retail brand strategy initiatives to enhance market positioning.

Managed cross-functional teams to support new product launches.

Developed key partnerships and strengthened stakeholder relationships.

Conducted market research and data-driven performance analysis.

Supervised production coordination and deadline management.

Maintained operational confidentiality and quality standards.

• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Supervised day-to-day operations to meet performance, quality and service expectations.

Facilitated bilateral trade discussions and policy-based market analysis.

Represented the Embassy in diplomatic and commercial meetings.

Managed official visits and cross-border business engagements.

Additional Project Role:
Founding Principal – Samata School (Nepal Embassy Project)

Established academic and administrative frameworks.

Recruited and trained faculty members.

Secured funding and strengthened community engagement.