Hey there! Lloyd Cedrick Alisen at your service!
Managing product listings, order workflows, and customer data for eCommerce brands using Shopify, turning store operations into systems that convert browsers into loyal customers . Direct experience in sales and online retail systems believing that international eCommerce brands need to scale operations without losing control of quality. Provided post-sales and backend support for US eCommerce Brands since 2017.
•Assisted customers of a USA based eCommerce brands via omni-channel systems (live chat, phone calls & email ticketing systems), providing tailor-fit sales resolutions driving business growth and revenue.
•Provided post-sales support by processing returns, exchange, refunds, order tracking et al. Built relationships with customers, promoting customer retention and customer satisfaction.
•Oversee, led and manage a team of customer service and sales representatives, making sure they are reliable, efficient, productive and results driven. Leveraging data-driven insights for coaching, performance tracking, and quality analysis, making sure that service level agreements are delivered.
•Worked directly with senior executives, managing their calendar and inbox. Generated reports, tested and provided feedback new systems that are introduced.
•Created, improvised, revised workflows and SOPs to ensure that business processes are streamlined and consistent.
Project Mifo - Customer Service Specialist | 6 Months Project
•Worked with a project based gig, assisting an international eCommerce brand as a customer service representative. •Utilized Shopify for order management and Gorgias for live-chat and email ticketing systems, closing 80+ tickets daily. That’s inbox triage at large.
•Increased customer satisfaction to 95%, customer retention to 30%, and lowered churn rates at 5%-10%.
Project H&D Holds - 2025 Christmas Ramp
•Spearheaded the completion of a project for back-office and post sales support, closing and completing 2000+ tickets daily, and fixing orders that are on hold together with my team.
If you want your brands to scale for success. Book a discovery call now!
