Results-driven Customer Service and E-commerce Operations Manager with 13 years of BPO experience and 5 years leading a US-based eCommerce business from startup in 2020. Played a key role in shaping company operations by creating handbooks, guidelines, and policies. My responsibilities extended beyond customer service management to business analytics, content writing, data entry, and operational improvements.
Started as a CSR, managing all customer and vendor communications, complaint resolution, and bank disputes. Progressed to Account Manager, overseeing a team of 80 CSRs and 50 graphic designers, contributing to business growth from $1,000/day to $7.5M/month within five years.
In addition, I have extensive experience in data analysis, quality assurance, and process optimization. I routinely analyzed customer interactions, identified root causes of complaints, and implemented resolutions to improve operational efficiency. Managed responses for BBB and Google Reviews, ensuring high customer satisfaction and maintaining brand reputation.
Currently expanding into industrial controls product pricing and eCommerce operations, including eBay product listing, competitive pricing research, and team management for B2B and eCommerce channels. Highly proficient in Google Workspace (Gmail, Sheets, Docs, Drive), Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), and iWork for MacOS, with a strong aptitude for analyzing data, identifying trends, and driving actionable insights.
With proven expertise in customer engagement, operational management, and data-driven decision making, I bring a unique combination of analytical, managerial, and eCommerce skills that can deliver measurable results.
In addition, I have specialized experience in Healthcare Quality Assurance and Medical Data Entry. I am proficient in the Axxess EMR platform, where I audited clinical documentation including nurse's visit notes, wound care records, and medication logs to ensure CMS compliance and resolve billing discrepancies with major HMOs like BlueCross and Sunrise.
Available 20 hours per week; hourly rate negotiable.
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