Are you an e-commerce or DTC brand owner losing profit margins to shipping delays, 3PL fulfillment bottlenecks, payment chargebacks, and unmanaged helpdesk backlogs?
I don't just clear customer support tickets—I fix the back-end supply chain and operational bottlenecks that cause them in the first place.
I am a Senior E-Commerce Support & Operations Specialist with 15+ years of total experience, including 4+ years of fully remote support for fast-growing international brands (US/UK) and complex B2B 3PL environments. I am a cross-functional operator uniquely capable of executing front-end ticketing architectures while simultaneously managing back-end 3PL fulfillment databases to resolve issues at the operational root cause without managerial escalation.
🏆 CORE IMPACTS & RECENT RESULTS:
👉 BRAND REPUTATION RECOVERY | Trustpilot Lift from 3.8 to 4.3
Designed and deployed a proactive customer recovery framework for a high-volume DTC brand. Transformed negative shipping friction into a public-facing asset, directly lifting storefront trust metrics.
👉 MARGIN PROTECTION | Multi-Channel Dispute Defense
Saved thousands in disputed capital. Built evidence-based dispute defenses within Stripe, PayPal, and Chargeflow, systematically lowering chargeback ratios and safeguarding merchant processing health.
👉 HIGH-VOLUME TICKET ARCHITECTURE | 38% Team Volume Capture
Personally absorbed 38% of total team ticket volume across Gorgias under strict SLA timelines, resolving over 1,050 tickets monthly while maintaining a rapid 2.5-hour average response time.
👉 SUPPLY CHAIN LOGISTICS OPTIMIZATION | 3PL Warehouse Routing
Served as the primary operational contact for 50+ e-commerce brands within a US-based 3PL environment. Audited 17TRACK daily to isolate and resolve delivery exceptions, managed freight coordination, Amazon FBA inbound routing, and carrier claims.
👉 HELP_DESK WORKFLOW AUTOMATION | Conversational AI Tuning
Reduced manual ticket handling times and scaled team efficiency by training, testing, and fine-tuning conversational AI ticketing engines (ZipChat AI) alongside managing promotional pipelines in Notion.
🧰 SYSTEMS & TECH STACK:
• Customer Experience: Gorgias, Zendesk, Freshdesk, Meta Business Suite, Instagram/Facebook DMs
• Logistics & WMS: Shopify, WooCommerce, ShipStation, ShipHero, Logiwa, Zenventory, 17TRACK
• FinTech & Internal Ops: Stripe, PayPal, Chargeflow, ZipChat AI, Notion, Slack
⏰ WORKING AVAILABILITY:
Fully flexible and comfortable alignment with US EST, US PST, UK GMT, or AU business hours—including weekends and graveyard shifts. Fully equipped with a high-speed remote workstation and backup power solutions.
📁 VIEW INTERACTIVE CASE STUDIES & PORTFOLIO:
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