OPERATIONS LEADERSHIP & PROCESS OPTIMIZATION
Seasoned Operations and Customer Service Manager with over 21 years of cross-industry
experience leading scalable service delivery models, managing complex workflows, and driving
customer-focused operational excellence. Adept at building and refining SOPs, coaching high
performing teams, and streamlining systems across global platforms such as Amazon, Shopify, and
enterprise IT environments. Recognized for leading with clarity, implementing sustainable process
improvements, and fostering strong interdepartmental collaboration to support business
continuity and growth.
SKILL HIGHLIGHTS
Operations Management
- Strategic oversight of day-to-day business operations, logistics, and service escalations.
Team Leadership & Management
- Managed teams; strong track record in training, mentoring, and improving KPIs.
SOP & Workflow Development:
- Created and refined standard operating procedures
across customer service, Created training documentation for key business processes, fulfillment, and IT.
Customer Support Management Excellence
- Expert in resolving escalations, claims (Amazon A-to-Z), chargebacks, returns, refunds, and dispute resolution across Shopify, Amazon, and more.
eCommerce Operations Management
- Full-cycle support—from product sourcing and order fulfillment to inventory management and feedback handling on platforms like Shopify, Amazon, Etsy, Walmart, Faire, and TikTok Shop.
IT Service Desk Management
- Skilled in incident resolution, ticket triaging, SLA compliance, system monitoring, and remote end-user support.
Cross-Platform Coordination
- Hands-on experience using Slack, G Suite, Citrix, Freshdesk, Zendesk, Zoho, Gorgias and ClickUp to streamline communication and task management.
Process Improvement - Proactively identified inefficiencies and implemented data driven improvements that enhanced operational flow. Coordinate with 3PL Third party logistics to ensure smooth processing fo shipments and orders.
Social Media Management
- Experience managing Facebook and Instagram accounts—including customer interactions, post scheduling, and basic graphic content creation via Canva
TOOLS and PROFICIENCY
• CRM & Helpdesk Systems: ServiceNow, Zendesk, Gorgias, Freshdesk, Helpscout, Zoho,
AgoraPulse, Salesforce, Shipstation, Buffer Reply.
• Remote & Admin Tools: Bomgar, LogMeIn, NTR, TeamViewer, Citrix, RSA SecurID,
Windows Remote Assistance, JDE Edwards.
• eCommerce Platforms & Tools: Amazon Seller Central, Shopify, Etsy, TikTok Shop,
Walmart, Faire, Dropified, eBay, Magento (backend/website), Home Depot,
Aliexpress, Shipstation, Sellbrite
• Payment & Fulfillment Systems: Paypal, Stripe, AfterPay, ZipPay, QuickBooks (setup),
ClickUp, Asana, Slack, Skype.
• Technical & IT Support: Active Directory, Exchange, VPN troubleshooting (Cisco
AnyConnect, Juniper), Linux & Windows Server, Outlook Exchange, Microsoft SharePoint,
Re-imaging systems.
• Productivity Suites: Microsoft Office (Excel, Outlook, Word, PowerPoint), Google Suite
(Docs, Sheets, Calendar, Gmail)
• Productivity & Communication: Microsoft Office (Excel, Outlook, PowerPoint), Google
Suite (Docs, Sheets), Slack, Sprout, Whatsapp, Teams, Zoom, Google Meet
Verified
