I'm a Senior Customer Experience & Operations Specialist with 10+ years of fully remote experience in e-commerce order management, prescription verification, CRM documentation, and SOP authorship. Zero micromanagement needed.
Tools I work in daily: Teams· Hiver · NopCommerce · ShippingAssist · Olark · Google Workspace · Workflowy · Microsoft Excel · Zoom
But I didn't start there.
My career started in data encoding at a supermarket, generating management reports with 99%+ accuracy because I learned early that one wrong number has real consequences. From there, I moved into a US-based BPO handling health and wellness customers, where I built the discipline of high-volume support: 92–96% QA scores, strong first-call resolution, and zero shortcuts.
Then I spent a decade as the sole remote customer experience and compliance specialist for a Canada-based prescription eyewear e-commerce brand.
Every order that went to the lab passed through my prescription review first. Every return that came back without documentation got properly authorized before anything moved. Every customer concern was logged, resolved, and closed cleanly.
What I owned every single day:
Reviewed 100+ prescriptions weekly — catching power discrepancies, incorrect lens types, and Rx errors before they reached the lab
Resolved 40–70 tickets daily via live chat, email, and phone with a 95%+ CSAT and under 30-second first-response time
Managed 10–20 returns and upgrade cases weekly end-to-end: customer intent, payment authorization, lab instructions, CRM logging. Zero audit gaps
Trained and onboarded 3–5 customer support VAs on Rx verification, CRM workflows, SOP usage, and live chat handling
Authored and maintained SOPs for order processing, Rx review, exchange workflows, and CRM logging. Clean enough that anyone could pick up where I left off without calling me
Liaised directly with optical labs on lens specs, production timelines, and quality holds
I take documentation seriously because I know what happens when you don't. If you need someone who owns their lane completely from inbox to resolution to audit trail, I'm available now for full-time or part-time remote roles.
