Morshad Sharif

Customer Support Agent

frenchie Shop • Full-time

Apr 2018 - Present • 8 yrs 3 mos

Provided comprehensive e-commerce management and frontline customer support, seamlessly handling both operational marketing tasks and post-purchase customer success to drive overall brand growth. Customer Support & Issue Resolution: Managed daily inbound tickets across email and chat, addressing order statuses, providing accurate tracking updates, and mitigating transit delays. Returns & De-escalation: Processed returns, exchanges, and refunds efficiently while successfully navigating conversations with frustrated customers to preserve brand trust and satisfaction. SEO Product Listing: Developed and maintained SEO-optimized product catalogs, writing compelling, keyword-rich descriptions for specialized retail items (such as breed-specific pet accessories and apparel) to increase organic traffic. Social Media Management: Executed social media strategies to cultivate brand identity, schedule targeted promotional campaigns, and foster active engagement within niche online communities. Product Research & Analysis: Conducted comprehensive market research to identify trending items, source new product lines, and evaluate competitor pricing to ensure catalog competitiveness. AI Product Video Creation: Directed and produced photorealistic, cinematic video advertisements utilizing AI generation tools, delivering high-converting promotional assets for specific product launches like automated feeders and travel backpacks.