Hi! I am Carl, an E-commerce Operations and Customer Experience (CX) Specialist with 4 years of enterprise BPO experience. I specialize in helping Amazon FBA/FBM and Shopify store owners protect their account health, manage daily operations, and scale their customer satisfaction metrics.
Unlike traditional virtual assistants, my background is rooted in strict data adherence and high-stakes customer care:
- 2+ Years in Expedia/Travel Logistics: Expert at handling order management, reservation systems, processing tracking updates, managing sudden cancellations, and executing precise refund/return policies.
- 1+ Years in Meta Content Moderation: Expert at checking strict policy compliance and auditing data points. I know how to read and maintain platform Terms of Service (ToS) to keep digital properties safe.
I bridge the gap between heavy customer escalations and platform security. I look at customer service as a tool to protect your Amazon Account Health Rating (AHR) and keep your Order Defect Rate (ODR) safely below 1%.
TECHNICAL SKILLS & TOOLS:
• Platforms: Amazon Seller Central (Buyer-Seller Messaging, Performance Hub, Order Management), Shopify Dashboard
• E-com Helpdesks: eDesk, Gorgias, Zendesk, Salesforce, Freshdesk
• Core Metrics Managed: Order Defect Rate (ODR), Invoice Defect Rate (IDR), Valid Tracking Rate (VTR)
• Administrative: Microsoft Office 365, Google Workspace, Project Tracking
If you are looking for an operations-minded manager who can handle your inbox independently, resolve customer disputes before they hurt your metrics, and communicate directly with Amazon support to protect your brand, let’s connect!
Verified
