With over 8 years of eCommerce experience, my core expertise is in customer support operations across Amazon and direct-to-consumer (DTC) brands. I have managed high-volume customer interactions via emait ticketing platforms, Amazon Seller Central, and other marketplace messaging platforms, resolving concerns ranging from routine order inquiries to handling complex cases such as involving FDA-regulated products.
My experience includes managing refunds, replacements, order issues, disputes, chargebacks, feedback management, and review responses across platforms such as Trustpilot, Reddit, and other public forums. I am comfortable working within Amazon performance metrics, policy compliance, and SLA-driven environments where documentation and accuracy are critical.
As additional experience, I authored structured SOPs for customer service operations to standardize workflows and improve response quality. I also conducted trainings and assessments based on these SOPs to ensure consistent execution.
I regularly review customer feedback, return reasons, and product reviews to identify why return rates increase or why star ratings drop. From this analysis, I provide clear and actionable insights to improve processes, product quality, and overall customer experience.
