ECOMMERCE OPERATIONS LEADER | SHOPIFY EXPERT | PEOPLE-CENTERED CUSTOMER EXPERIENCE STRATEGIST
With 12+ years building and scaling DTC and B2B eCommerce operations, I bring a rare combination: deep technical expertise in Shopify and multi-platform management, proven leadership in building high-performing teams, and an unwavering commitment to creating experiences that serve customers, empower teams, and drive business growth.
ECOMMERCE & SHOPIFY EXPERTISE
I don't just manage stores, I build them from the ground up. From theme customization and product architecture to payment gateway integration and conversion optimization, I've launched and scaled multiple Shopify operations across DTC and B2B models. I'm fluent in the full eCommerce ecosystem: Shopify, WooCommerce, Amazon, Etsy, -----------, and specialized platforms, with hands-on experience in every aspect from product sourcing to fulfillment logistics.
CUSTOMER EXPERIENCE LEADERSHIP
As a Customer Service Manager, I lead with empathy and strategy. I build SOPs that empower teams, implement helpdesk systems (Gorgias, Zendesk, Freshdesk) that streamline operations, and create customer experiences that turn one-time buyers into loyal advocates. My approach balances efficiency with genuine care—managing everything from dispute resolution (Shopify, Stripe, PayPal, Klarna, Afterpay) to Trustpilot reputation management while ensuring my teams feel supported and customers feel heard.
OPERATIONS & TEAM MANAGEMENT
I've progressed from frontline support to operations management, overseeing recruitment, payroll, project management, and team development. I understand that great customer service starts with great team culture. My management style prioritizes clear processes, continuous training, and creating environments where people thrive—because teams that feel valued deliver exceptional customer experiences.
TECHNICAL TOOLKIT
Shopify (theme management, product setup, integrations) | Helpdesk Platforms (Gorgias, Freshdesk, Intercom, Zendesk) | Project Management (Asana, Trello, -----------, Jira) | Shipping & Fulfillment (ShipStation) | Payment Disputes & Fraud Prevention | Multi-channel eCommerce Management | CRM & ERP Systems
MY VALUE TO YOUR BUSINESS
I solve the trifecta: happy customers who return, efficient operations that scale, and engaged teams that stay. Whether you need someone to architect your Shopify store, transform your customer service operations, or lead a growing team through rapid expansion, I bring both the technical expertise and the human-centered leadership to make it happen.
Ready to build something exceptional together? Hit the Message Button now!
