I’m a results-driven Customer Service and Operations professional with nearly ten years of experience helping eCommerce and SaaS businesses deliver exceptional customer experiences. My background spans across voice, email, and chat support, with a strong focus on building efficient workflows, managing teams, and maintaining high satisfaction metrics.
Over the years, I’ve managed support teams and handled escalations for brands using Shopify, Gorgias, and Zendesk. I’m well-versed in refund & return processing, chargeback management, and fulfillment coordination through different 3PL systems. My experience also includes setting up and optimizing automations, developing training materials, and implementing process improvements to reduce handling time and improve team performance.
Core Strengths:
Multi-channel Customer Support (Voice, Email, Chat, Social Media)
Team Leadership, Coaching, and Performance Management
CRM & Helpdesk Tools: Gorgias, Richpanel, Zendesk, Shopify, Hive, Asana, Slack
Process Improvement & Basic Automation Setup
Order Management, Refunds, Returns, and Escalation Handling
eCommerce Operations & Fulfillment Coordination (3PL, FBA, Inventory Tracking)
I’m passionate about creating systems that make customer support seamless for both the customer and the team behind it. Whether you need help managing a growing support operation, improving service metrics, or scaling your eCommerce workflow, I can provide reliable, organized, and proactive support tailored to your business goals.
