Dynamic and results-oriented Senior Customer Support Lead with over 8 years of progressive experience leading customer service operations, fraud and claims analysis, and cross-functional business management.
Proven track record of leading high-performing teams, optimizing workflows, and maintaining 4.7+ CSAT scores while handling up to 50% of total support volume during peak seasons.
Skilled in process improvement, data-driven decision-making, and dispute resolution with chargeback win rates exceeding 70%.
Handled TrustPilot negative review removal for low-star ratings with a 95% success rate.
Experienced in scouting, onboarding, and managing UGC creators to drive brand-aligned campaigns, ensuring consistent, high-quality content and fostering strong creator partnerships that support marketing and customer engagement goals.
Adept at developing scalable SOPs, training programs, and support frameworks tailored for fast-paced eCommerce environments.
Skilled in cross-department collaboration across logistics, marketing, and operations to enhance fulfillment accuracy and customer satisfaction.
Adept at using tools like Gorgias, Loop, and 3PL integrations to streamline support processes, boost profitability, and deliver an exceptional post-purchase experience.
Highly proficient in the use of order processing systems such as BigCommerce, WordPress, and Shopify, and using US / CN 3PL Navigator/Fulfillment Applications like ShipHero.
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