I help ecommerce and DTC teams run smoother customer operations by building scalable systems, standardizing processes, and keeping support teams accountable to measurable outcomes.
Currently working as a CS Operations Manager for a US-based ecommerce company handling 50+ consumer gadget brands. Day to day I manage Zendesk configurations, macro standardization, SLA monitoring, agent performance tracking, QA compliance, and workflow automation across CS and ops functions.
Previous experience includes two years at Amazon processing 500-1,000 investigation cases weekly under strict SLA and accuracy standards, and an Operations Manager role at an AI content brand where I built workflows, SOPs, ManyChat automations, and social listening systems.
What I can help you with:
-Zendesk setup, macros, triggers, views, SLA configuration
-SOP creation and documentation (Notion, Google Docs)
-Agent performance tracking and QA systems
-Workflow automation (Zapier, ManyChat, Google Sheets)
-CRM cleanup, data QA, reporting dashboards
-Process documentation and clean handoffs
-AI-assisted operations using Claude, Zapier, and n8n
Typical deliverables: Zendesk audit reports, macro libraries, SOP docs, agent performance dashboards, workflow maps, cleaned data sheets with change logs.
How I work:
-Clarify scope and success criteria first
-Accuracy-first with QA notes and change logs
-Structured documentation and clean handoffs
-Reliable async communication in remote teams
