I lead customer service and e-commerce operations — both as a hired manager and as a business owner.
For the past 5+ years I've managed teams of up to 140 people in a high-volume BPO environment, running escalation handling, SLA/KPI performance, staff training, and process improvement for a major global e-commerce client. From 2020–2024 I handled full Operations Manager–level scope across multiple lines of business — hiring, scheduling, and performance management — while holding a Team Leader title.
Alongside that, I built and run Essentique Parfumerie, a live e-commerce business with 50+ SKUs, a 14-person reseller network, and a tiered bundle pricing system. I designed the inventory and reorder-point systems myself, rebuilt a broken operations spreadsheet from the ground up, and manage the business end-to-end — sourcing, fulfillment, and customer service.
What I bring to a client: I've been on both sides of the desk. I know what an enterprise-grade SOP looks like, and I know what actually breaks when a growing seller doesn't have one yet. I document everything I build so it doesn't depend on me being in the room.
Currently completing Google's Data Analytics certificate and AI Essentials to bring data-informed decision-making into operations work.
Available for part-time and project-based engagements.
