E-COMMERCE OPERATIONS & CUSTOMER SERVICE VAE-COMMERCE OPERATIONS & CUSTOMER SERVICE VA

Key Achievements:

Career Progression: CSR Representative - December 2019 to August 2020 Team Lead and Operations Manager – August 2020 to April 2026 • Managed day-to-day operations for two Shopify stores, Gayaparts and Mayaparts, ensuring smooth coordination across team, order fulfillment, and customer service functions. • Monitored team members’ KPIs and performance, tracked productivity, and maintained operational spreadsheets and records to support accurate reporting and workflow management. • Managed order-fulfillment operations by checking vendor inventory availability, processing customer orders, monitoring order status, and tracking shipments through completion. • Managed customer cases end-to-end, from initial email and phone inquiries through follow-ups, issue resolution, and escalation when necessary. • Handled customer escalations and complex cases, coordinating with the appropriate teams or vendors to ensure issues were followed through to resolution. • Responded to and managed Better Business Bureau (BBB) complaints professionally, addressing customer concerns and working toward appropriate resolutions.

Key Achievements:

Career Progression: CSR Representative October 2017 to November 2018 CSR Team Leader and Escalation Team – November 2018 to November 2019 • Managed Amazon store performance metrics, including Order Defect Rate (ODR), Late Shipment Rate, Valid Tracking Rate, and customer response time, to maintain service standards and support overall store performance. • Helped improve company profit margins by securing better discounts from suppliers and maintaining competitive product costs. • Monitored and updated order shipments, tracking order progress and ensuring shipment and tracking information was accurate and up to date. • Assisted customers through email and phone with product-related questions, feedback, and complaints, providing timely and professional support. • Handled complex customer and payment-related issues, including chargeback claims and Amazon A-to-Z Guarantee claims, ensuring cases were properly managed and followed through to resolution. • Oversaw Customer Service Team tasks and daily workflows, ensuring assigned responsibilities were completed accurately and efficiently.

Key Achievements:

Career Progression: Inventory management — July 2015 – September 2015 Product Listing (Cross-trained) – September 2015 to October 2015 Customer service & Order Processor – October 2015 – September 2017 • Managed inventory and verified product availability with vendors. • Created and maintained product listings, including product information, descriptions, pricing, images, and availability, while ensuring listings remained accurate and up to date. • Processed customer orders from order placement through fulfillment, verified order details, monitored shipment status, and updated tracking information to ensure timely delivery. • Managed high-volume customer service email inquiries across multiple Amazon storefronts, handling questions related to order status, product availability, shipping, tracking, returns, and other order-related concerns. • Resolved customer issues by coordinating with vendors, carriers, and internal teams, including investigating delayed, missing, damaged, or incorrectly fulfilled orders.