Fatima Jafri
Birmingham,West Midlands
Summary
Native German speaker with extensive experience in customer service, specializing in dispute management and quality assurance. Proven skills in localization, translation, copywriting, and logistics. Demonstrated ability to deliver accurate, high-quality results across diverse responsibilities.
Overview
13
13
years of professional experience
Work history
Customer Support Language Subject Matter Expert
Gymshark
Birmingham, West Midlands
2023.02 - 2026.03
- Translated customer support content and campaign materials, ensuring high-quality language, consistency, and accuracy for the target market.
- Expertly handled chargebacks and dispute management, collaborating with platforms including PayPal, Klarna, Clearpay, Checkout.com, American Express, Shopify, and Braintree to prevent financial losses and ensure accurate, timely resolution.
- Collaborated with copywriting and internal teams to optimise messaging, and improve resources and training for handling foreign language queries.
- Analysed translation quality, identified improvement areas, and provided feedback to vendors in collaboration with the line manager.
- Conducted Quality Assurance audits on customer interactions to ensure compliance with company standards.
- Managed escalated customer queries in my native language, working with the Customer Service Escalations team to resolve complex issues.
- Responded to customer reviews on platforms (e.g. Trustpilot, Google), maintaining a professional tone.
- Performed weekly audits and DSAT analysis to offer insights on regional trends impacting CSAT scores and customer satisfaction.
Team Leader cover Customer Support Language SME
Gymshark
Birmingham, West Midlands
2024.06 - 2024.12
- Monitored dispute platforms to ensure compliance with deadlines, maintained dispute log with daily updates, and ensured accurate documentation.
- Managed finance and escalation queues, ensuring responses met 24-hour Service Level Agreement (SLA) for Business-As-Usual (BAU) operations.
- Oversaw agent radar to prevent pending interactions during absence or sickness, and monitored translation channels to provide necessary support.
- Acted as the primary point of contact for new starters, offering guidance and resolving queries.
- Conducted audits, risk assessments, and ensured regulatory compliance.
- Resolved complex customer inquiries, disputes, and complaints, while effectively managing staff and client concerns with excellent problem-solving skills.
Customer Support Executive
Gymshark
Birmingham, West Midlands
2020.07 - 2023.02
- Customer service over mail and chat.
- Assisting with translations of macros and website content (FAQ, etc.).
- Provided personalised product and service recommendations to customers based on their individual needs and preferences.
Check-in Agent
Aviation Handling Service
Hamburg, Germany
2017.01 - 2018.01
- Provided customer service to passengers from all over the world
- Translated conversations from German into English and vice versa
- Operated various office and management software
- Individual and Teamwork
- Provided comprehensive assistance to passengers by responding to inquiries, offering guidance, and addressing their needs, including managing situations related to delayed or lost baggage
- Provided dedicated support to passengers with disabilities, ensuring their needs were met and facilitating a smooth and comfortable travel experience
Wholesale and Foreign Trade Apprenticeship
Gusco Handel
Hamburg, Germany
2013.01 - 2016.01
- Assisted in managing and processing orders, ensuring timely delivery and customer satisfaction.
- Operated various office and management software
- Translated documents from German into English
- Assisted in negotiating terms and conditions with international suppliers and customers
- Procured a wide range of goods for distribution to trade, crafts, and industry
- Managed commercial administrative and organizational tasks to ensure smooth operations
- Advised customers on product features, financing options, and available services
- Prepared inquiries, offers, and conducted negotiations with suppliers and customers
Education
Advanced Technical College - economy and administration
Höhere Handelsschule
Hamburg, Germany /2013 -
Secondary School - Economy and Administration
Geschwister Scholl
Hamburg, Germany /2010 -
Skills
- Six Sigma Methodologies
- Advanced knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Skilled in data analysis using tools such as Tableau
- Familiarity with e-commerce platforms, such as Shopify
- Experienced in supply chain management, encompassing inventory control, logistics coordination, and shipment tracking
- High attention to detail and accuracy in tasks
- Effective time management and ability to meet deadlines
- Excellent communication skills, both written and verbal
Hobbies and Interests
- Writing (book, blog)
- Cooking
- Active involvement in animal rescue, providing care and support to animals in need.
Timeline
Team Leader cover Customer Support Language SME
Gymshark
2024.06 - 2024.12
Customer Support Language Subject Matter Expert
Gymshark
2023.02 - 2026.03
Customer Support Executive
Gymshark
2020.07 - 2023.02
Check-in Agent
Aviation Handling Service
2017.01 - 2018.01
Wholesale and Foreign Trade Apprenticeship
Gusco Handel
2013.01 - 2016.01
Advanced Technical College - economy and administration
Höhere Handelsschule
/2013 -
Secondary School - Economy and Administration
Geschwister Scholl
/2010 -