Results-driven Head of Operations specializing in e-commerce fulfillment, customer service, client success, retention and operational performance. Experienced in managing the full post-purchase journey, from inventory planning and 3PL coordination to delivery, returns, refunds, chargebacks, and customer retention.
Skilled at building scalable processes, identifying operational bottlenecks, controlling costs, and using data to improve fulfillment performance and customer experience. Strong background in leading customer service teams, establishing KPIs and escalation frameworks, managing high-volume support operations, and turning customer feedback into actionable business improvements.
Known for balancing customer satisfaction with commercial sustainability, with a hands-on approach to solving complex operational challenges and keeping teams focused on measurable outcomes.
Core Expertise:
E-commerce Operations • Fulfillment & 3PL Management • Customer Experience • Inventory Planning • Returns & Reverse Logistics • Refund & Chargeback Management • Process Improvement • KPI & SLA Management • Cost Optimization • Team Leadership • Vendor Management • Operational Strategy
Verified
