BUSHRA ANSARI

Product Testing & QA Exposure

• Actively participated in product testing of Zilo’s newly launched mobile application and website during rollout for improved user experience
• Performed manual testing on critical user flows including Login, Signup, Product Browsing, Add to Cart, and Checkout
• Executed functional testing to validate application behavior against expected requirements
• Conducted basic API testing using Postman for Login and Add to Cart flows, validating response status codes and data accuracy
• Identified, documented, and communicated UI and functional defects with clear steps to reproduce
• Performed re-testing after fixes to ensure successful resolution
• Provided user-centric feedback based on real customer interaction patterns

Customer Support Responsibilities

• Handled customer interactions across chat, email, WhatsApp, and social media platforms
• Maintained high CSAT, FRT, and resolution quality while adhering to company policies
• Analyzed customer concerns and provided accurate and timely resolutions
• Escalated recurring issues and product-related concerns to internal teams
• Documented customer feedback to improve overall user experience

• Handled calls and emails for North America customers.
• Delivered effective resolutions with strong customer feedback.
• Maintained CHT and earned multiple 5-star ratings.
• Recognized during Amazon Prime Week for handling CAP Queue.

• Resolved customer queries via chat with 95% CSAT.
• Met AHT & FRT targets while managing multiple chats.
• Provided SME floor support and audited trainee chats.