With over 10 years of experience in customer service, operations, and remote team management, I currently serve as a Customer Service Supervisor for a U.S.-based e-commerce company specializing in custom jewelry.
Over the years, I have progressed from frontline customer support into leadership, where I now oversee a remote team of customer service representatives responsible for email, live chat, SMS, phone, and social media support. My responsibilities include performance management, KPI tracking, quality assurance, coaching, workforce planning, SLA management, escalation handling, SOP creation, and process improvement.
I have extensive experience with platforms such as Shopify, Gorgias, Salesforce, Slack, Google Workspace, Hubstaff, ShipStation, and various CRM and helpdesk systems. I regularly work with cross-functional teams including operations, production, fulfillment, marketing, and executive leadership to improve customer experience and operational efficiency.
Prior to my current role, I worked in customer service and technical support for major international companies including PayPal and Telstra, where I developed strong communication, problem-solving, and customer retention skills.
My strengths include:
• Customer Service Operations Management
• Remote Team Leadership
• KPI & Performance Management
• Coaching & Employee Development
• SOP Creation & Process Improvement
• Escalation Resolution
• Quality Assurance & Auditing
• E-commerce Customer Support
• Workforce Planning & Scheduling
• CRM & Helpdesk Administration
I take pride in building efficient support operations, developing high-performing teams, and creating positive customer experiences that contribute directly to business growth.
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