Operations and customer experience professional with 10+ years of experience supporting e-commerce businesses across Amazon, Shopify, and direct-to-consumer channels. Experienced in leading remote teams, managing client accounts, improving customer satisfaction, and streamlining business operations. Known for building efficient processes, reducing customer escalations, and helping teams deliver consistent results.
CAREER HIGHLIGHTS
• Increased customer satisfaction (CSAT) by 25% through process improvements, coaching, and service quality initiatives.
• Reduced chargeback cases by 30% through stronger dispute management and escalation procedures.
• Improved team productivity by 20% through workflow optimization and accountability systems.
• Managed remote teams of up to 15 members across customer service, operations, and project management functions.
• Oversaw support operations handling 150–200 customer inquiries while maintaining service quality standards.
• Managed 20 client accounts simultaneously in a fast-paced agency environment.
CORE SKILLS
Operations Management • Customer Experience • Project Management • Team Leadership • Process Improvement • Amazon Seller Central • Shopify Operations • SOP Development • KPI Tracking • Workflow Optimization • Chargeback Management • Customer Retention • Stakeholder Communication • Remote Team Leadership
Verified
