HORIYA FARAH
London
Summary
Skilled in navigating complex issues with clarity and empathy, applying analytical expertise to improve customer satisfaction. Strong communicator and problem-solver, consistently delivering high-quality outcomes in multifaceted environments. Focused on collaboration to achieve optimal results.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work history
Digital & Consumer Support Coordinator
Capri Holdings – Michael Kors
London, UK
2022.09 - Current
- Directed daily digital operations to stabilise customer journeys, resolve issues quickly and maintain strong site performance.
- Acted as central liaison across Customer Service, Logistics, Retail, Loss Prevention, E‑commerce IT and Omnichannel teams to unblock cross‑functional challenges.
- Developed service guidelines, product information and operational documentation to ensure global consistency and agent readiness.
- Drove digital initiatives through structured research, testing and coordinated rollout.
- Delivered omni‑channel support to uphold a premium, seamless customer experience.
- Produced weekly Trade Slide performance reports and daily global agent insights for leadership.
- Managed GDPR requests, PayPal/Klarna disputes, MAO order holds and other sensitive account actions.
- Monitored gift card activations, refund trends and cancellation patterns to protect revenue.
- Owned global, omni‑services and customer experience inboxes, resolving high‑priority escalations.
- Led weekly escalation calls and produced concise summaries outlining resolutions and preventative actions.
- Partnered with Legal on complex retail and eCommerce cases requiring policy or regulatory interpretation.
- Conducted site checks during launches and peak trading to ensure platform stability.
- Analysed DSAT feedback to identify service gaps and drive continuous improvement.
- Maintained accurate retail, franchise and wholesale contact lists and managed system access changes.
- Logged agent errors weekly to shape training, coaching and quality improvements.
- Produced brand and product training materials and supported promotions with T&Cs, FAQs and operational guidance.
- Coordinated logistics and shipping communications and equipped agents with product‑push priorities.
- Investigated cancelled orders, identified root causes and implemented preventative measures.
- Updated service guidelines to clarify refund processes, dispute handling and account actions.
- Introduced and monitored AI chatbot enhancements to improve digital support efficiency and customer experience.
B2B Customer Experience Associate
International Institute for Active Ageing
London
2018.05 - 2022.01
- Coordinated national accounts across multiple brands, delivering tailored solutions and service standards.
- Oversaw high-volume inbound enquiries across phone, live chat, and email channels.
- Owned onboarding and training for new starters and temporary staff to raise quality.
- Directed escalation handling and complex issue resolution for key clients.
- Managed client relationships through proactive courtesy calls, follow-ups, and personalised support.
- Chaired order, payment, fulfilment, and workflow management across key platforms.
- Drove process improvement through error analysis, performance reporting, and operational documentation.
Temp E-commerce Online Coordinator
Coach
London
2017.05 - 2017.12
- Supported end‑to‑end eCommerce operations, managing customer enquiries and order workflows with speed, accuracy and consistently high service standard.
- Resolved issues promptly while delivering polished, luxury‑level customer experience and proactively identifying opportunities to improve journey.
- Demonstrated strong initiative and adaptability, responding confidently to new situations, shifting priorities and operational change.
- Worked independently in varied, fast‑paced environment, managing workload effectively and meeting challenging deadlines without direct supervision.
International E-commerce Consultant
Charlotte Tilbury
London
2016.04 - 2017.05
- Improved customer satisfaction by resolving high-volume queries across multiple channels quickly.
- Raised partner experience by calming and resolving sensitive escalations professionally.
- Reduced risk by completing compliant refunds, chargebacks, and fraud checks accurately.
- Minimised order disruption by aligning with distribution centres on fulfilment delays.
- Strengthened service delivery by managing customer data and workflows across platforms.
- Enhanced loyalty by improving journeys, closing service gaps, and sharpening communication quality.
Temp Harrods.com Consultant
Harrods
London
2015.11 - 2016.03
- Managed customer enquiries and escalations across multiple channels.
- Ensured accurate data entry, reporting, and order processing.
- Provided high-level service to maintain Harrods' luxury standards.
Education
BSc - Media and Cultural Studies
London South Bank University
London 2007.09 - 2010.07
Skills
- Complex issue resolution
- Insightful analytics
- Concise communication
- Practical problem-solving
- Knowledge sharing and teamwork
- Operational platform navigation
CORE CAPABILITIES
- Supporting agents with how to respond to enquiries via phone, email, live chat, in person, and post.
- Delivering training, coaching, and one-to-one development in communication, accuracy, and empathy
- Creating updated product and service information to support proactive and reactive selling
- Maintaining excellent consumer satisfaction and meeting seasonal targets, sales windows, and high-volume periods
Skills
- GDPR compliance assurance
- Health and safety adherence
- Seasonal target achievement
- High-volume efficiency
Timeline
Digital & Consumer Support Coordinator
Capri Holdings – Michael Kors
2022.09 - Current
B2B Customer Experience Associate
International Institute for Active Ageing
2018.05 - 2022.01
Temp E-commerce Online Coordinator
Coach
2017.05 - 2017.12
International E-commerce Consultant
Charlotte Tilbury
2016.04 - 2017.05
Temp Harrods.com Consultant
Harrods
2015.11 - 2016.03
BSc - Media and Cultural Studies
London South Bank University
2007.09 - 2010.07