FM Rifatul A.
eCommerce Operations & Customer Experience Specialist
Your customers only see the front end of your business. I make sure everything behind the scenes runs smoothly. I'm FM Rifatul Alam, an eCommerce Operations and Customer Experience Specialist with 8+ years of experience helping online businesses deliver exceptional customer experiences while keeping day-to-day operations organized and efficient. With 11,000+ hours worked and 200+ successful projects on Upwork, I've partnered with eCommerce brands around the world to manage customer support, subscriptions, order fulfillment, and store operations. What I do ā¢ Customer Support Email Support, Live Chat, Ticket Handling, Refunds & Returns ā¢ Customer Experience (CX) Subscription Management, Escalation Handling, Process Improvement, KPI Reporting ā¢ eCommerce Operations Order Processing, Fulfillment Coordination, Inventory Updates, Supplier Communication ā¢ Shopify & WooCommerce Management Product Uploads, Catalog Management, Store Maintenance Platforms & Tools Shopify WooCommerce Gorgias Zendesk Tidio Klaviyo DSers Why clients hire me I don't just answer tickets. I help businesses create a smooth customer journey, reduce operational bottlenecks, and build systems that scale. I'm proactive, reliable, and comfortable taking ownership of daily operations so business owners can focus on growth. If you're looking for someone who understands both customer experience and eCommerce operations, I'd love to help.