E-Commerce Order Fulfillment & Operations Specialist | 3+ Years

Manage 14 international Shopify Plus stores across the US, UK, Germany, France, Sweden, Norway, Italy, Japan, and Korea. Handle order processing, refund negotiations, product updates, funnel QA, and abandoned cart recovery — contributing to the company reaching 8-digit annual sales.

Manage end-to-end customer support operations across multiple e-commerce brands using Zendesk, Freshdesk, and Gorgias. Handle order inquiries, escalations, refund negotiations, and complaints via email and chat. Consistently exceed email handling targets — achieved 21 emails/hour against a 17/hour target. Previously handled Tier 2 escalations for a telco startup, coordinating with IT and Network Engineering teams while managing workflow for 21 agents. 5+ years of customer support experience across BPO and remote VA roles with consistent CSAT scores of 90%+.

Handle high-volume email support across multiple international e-commerce brands using Zendesk, Freshdesk, and Gorgias. Consistently exceed targets — achieved 21 emails/hour against a 17/hour benchmark. Manage order inquiries, refund requests, escalations, shipping issues, and complaint resolution for EU and US markets. Previously handled email-based Tier 2 escalations for DITO Telecommunity, maintaining CSAT scores of 90%+ and earning monthly performance bonuses throughout tenure.

Build dashboards and EOD reports using Google Sheets and Excel, serving internal teams and clients across multiple e-commerce and recruitment accounts.

Perform Shopify funnel QA including discount testing, currency conversion accuracy, Klarna banner checks, cart timer validation, and weekly Google PageSpeed Insights mobile audits across 14 international stores.

Review 40-100 candidate applications daily at Alexander Mann Solutions, conducting resume screening, rehire eligibility checks, relative checks, and auditor verification to ensure compliance with client hiring standards.

Built a custom Python (BeautifulSoup) tool to scrape and analyze Trustpilot customer reviews, identifying satisfaction trends and insights that led to direct improvements in product descriptions, return processes, and refund workflows.

Manage Shopify product detail updates including descriptions, variants, and pricing across e-commerce storefronts. Ensure product accuracy and consistency for sustainable fashion brands serving EU and US markets.

Use HireVue and Taleo to manage candidate applications, track recruitment pipelines, and coordinate interview scheduling for global RPO operations at Alexander Mann Solutions.

Coordinate end-to-end order fulfillment across international e-commerce stores, including shipping label creation, tracking uploads, inventory updates, supplier coordination, and ensuring timely and accurate delivery for EU and US markets handling 50-200 orders per day.