Executive AssistantExecutive Assistant

Key Achievements:

Delivered multichannel customer support via email, phone, live chat, and social media across e- commerce platforms. Managed Shopify orders, cancellations, refunds, returns, exchanges, and warranty claims. Monitored Amazon Seller Central messages and marketplace cases, ensuring timely responses and compliance with service-level agreements (SLAs), including weekend monitoring. Resolved customer inquiries and order-related issues across Amazon, eBay, and Walmart marketplaces. Investigated shipping delays, lost or missing packages, customer complaints, and chargebacks to ensure timely resolution. Followed up on missed calls and unanswered inquiries to maintain responsive customer communication. Collaborated with warehouse, operations, and accounting teams to resolve fulfillment issues, pending refunds, and other customer concerns. Supported wholesale and dealer accounts by managing orders, verifying pricing accuracy, and following up on refund requests. Monitored customer reviews, identified recurring service issues, and implemented proactive resolution strategies. Tracked pending refunds, returns, and escalated cases through completion, ensuring proper follow- through and documentation. Maintained accurate customer records and contributed to improving customer service SOPs, response templates, and operational workflows.

Key Achievements:

Business Support: Managed the CEO’ s business calendar, scheduled meetings, and coordinated cross-functional calls to ensure seamless daily operations. Composed and managed high-priority business communications including emails, reports, proposals, and presentations on behalf of the CEO. Tracked job orders, monitored vendor communications, and followed up on project milestones to ensure timely execution. Supported internal coordination between key departments (sales, installation, and customer service), improving overall workflow efficiency. Personal Assistance: Handled personal errands, including medical billing, appointment scheduling, and recordkeeping with a high level of discretion. Arranged domestic and international travel plans, including flights, accommodations, and itineraries for business and personal use. Maintained strict confidentiality in managing sensitive personal and business-related information. Assisted with online transactions, returns, and reservations to support the CEO’s day-to-day needs.

Key Achievements:

Provided exceptional customer support via email, live chat, Facebook Messenger, Instagram, and other social media platforms. Responded promptly and professionally to customer inquiries regarding orders, products, shipping, and returns. Managed and replied to customer reviews across multiple platforms, addressing concerns and maintaining a positive brand reputation. Processed new orders and verified order details for accuracy before fulfillment. Coordinated order fulfillment and monitored shipment status to ensure timely delivery. Assisted customers with order modifications, cancellations, and address changes when applicable. Processed returns, replacements, exchanges, and refunds according to company policies. Investigated and responded to chargeback disputes by gathering supporting documentation and submitting evidence through payment platforms. Updated daily reports, order trackers, refund logs, and customer service spreadsheets. Followed up with customers to ensure satisfactory resolution of issues. Escalated complex cases to management when necessary while ensuring timely customer updates. Maintained high customer satisfaction by providing empathetic, accurate, and timely support. Assisted customers with product recommendations and pre-purchase inquiries. Verified payment and order information to help prevent fraudulent transactions. Maintained knowledge of company products, promotions, and policies to provide accurate information. Documented customer interactions and resolutions for future reference and reporting. Worked collaboratively with operations, fulfillment, and management teams to improve the overall Experience.

Key Achievements:

Created and maintained product listings on Amazon Seller Central and Shopify. Entered and updated product information, including titles, descriptions, SKUs, pricing, dimensions, and specifications. Uploaded and optimized product images following marketplace requirements. Managed inventory levels and synchronized stock availability across Amazon and Shopify. Performed bulk product uploads and updates using CSV/Excel templates. Ensured product data accuracy by reviewing listings for errors, duplicates, and missing information. Categorized products correctly to improve search visibility and customer experience. Updated pricing, promotional offers, and discounts based on business requirements. Maintained product variations such as size, color, style, and bundle relationships. Conducted quality assurance checks to ensure consistency across all online store listings. Generated and maintained spreadsheets for product data, inventory, and SKU management. Assisted with order data verification and ensured accurate product information for fulfillment. Managed barcode (UPC/EAN/GTIN) information and product identifiers. Updated SEO-friendly product titles, bullet points, and descriptions to improve visibility. Imported and exported product data using Excel, Google Sheets, and CSV files. Researched competitor pricing and product information to maintain competitive listings. Maintained organized digital records of product catalogs, images, and documentation.

Key Achievements:

Analyzed support data to identify performance trends and areas for improvement Monitored team performance metrics, improving response and resolution times by 5% exceeding service level agreement benchmarks Supervised a team of email support agents, enhancing response efficiency & resolution times by 20% Enhanced customer satisfaction by 5% through proactive issue resolution and continuous improvement strategies Led quality assurance initiatives, improving email response accuracy by 5%

Key Achievements:

Supervise day-to-day operations across e-commerce, technical support, and sales teams. Oversee order processing, fulfillment, and customer support for online transactions. Ensure technical issues are resolved promptly and customer queries are handled efficiently. Monitor and analyze KPIs such as order accuracy, response time, sales conversions, and customer satisfaction. Implement process improvements to enhance efficiency, customer experience, and team productivity. Train, coach, and develop team members to meet operational and service standards. Handle escalations, troubleshoot operational issues, & coordinate solutions w/ cross-functional teams.