Faiz Rehman

Context

Shaffer needed a clear picture of customer loyalty performance across 2025. Transaction data was scattered across Shopify and in-store systems, with no unified view of loyalty vs non-loyalty customer behaviour.

What I did

• Consolidated 146,757 transactions from Shopify and POS systems into a single analysis dataset
• Segmented customers into loyalty and non-loyalty cohorts for behavioural comparison
• Built pivot-based reports showing purchase frequency, average order value, and retention rates by segment
• Identified key drop-off points in the loyalty journey and flagged upsell opportunities

Impact

Provided leadership with the first unified view of customer loyalty performance. The segmentation model became the basis for targeted cross-selling campaigns in 2026.

Context

After the 2025 deep-dive, leadership wanted a recurring performance summary to track loyalty programme health and customer growth across the first half of 2026.

What I did

• Designed a half-yearly reporting template tracking loyalty vs non-loyalty customer counts, transaction volume, and revenue contribution
• Automated data pulls from Shopify to reduce manual compilation time
• Added year-over-year comparison columns to highlight growth trends
• Delivered a one-page executive summary with key callouts for leadership review

Impact

Reduced reporting preparation time by half and gave leadership a consistent, repeatable view of customer performance. The template is now used for every H1/H2 review cycle.

Context

Shaffer operates across multiple stores and a warehouse. Each location tracked performance differently, making cross-store comparison slow and error-prone.

What I did

• Built a unified Excel workbook with per-store KPI dashboards (ASP, UPT, target tracking)
• Standardised data input formats across all four locations
• Created conditional formatting rules to flag underperforming stores instantly
• Added a warehouse view for inventory and fulfilment metrics

Impact

Store managers can now compare their performance against peers and targets in real time. Leadership gets a single-file snapshot instead of four separate reports.

Context

As CRM Officer, Faiz manages the full customer lifecycle on Shopify — from order queries and exchanges to complaints and escalations. The role requires balancing speed with quality across multiple case types.

What I do

• Handle order queries, exchange requests, fabric complaints, and colour escalations daily
• Coordinate between stores and warehouse for exchange fulfilment
• Maintain customer data hygiene in Shopify — deduplication, tag updates, note standardisation
• Track case queues and escalate unresolved issues within SLA windows

Impact

Consistent case resolution process across all stores. Customer satisfaction scores improved through faster, more transparent communication on order status and exchanges.

Context

Shaffer wanted real-time customer feedback at store locations without investing in a full SaaS survey tool. The solution needed to be branded, mobile-friendly, and accessible via a simple QR scan.

What I did

• Built a branded feedback web page using Google Apps Script as the backend
• Designed three targeted questions: visit experience, fabric quality, and recommendation likelihood
• Connected responses to a Google Sheets dashboard for real-time review
• Generated QR codes for in-store placement at checkout counters

Impact

Zero-cost feedback collection system now running across store locations. Leadership reviews weekly sentiment trends directly from the connected Google Sheet — no manual data entry required.