Customer Experience & E-commerce Operations specialist with 7+ years of remote work experience, 4+ years focused specifically on high-volume Shopify brands and dropshipping operations. I build CX systems from scratch, not just answer tickets, from SOP documentation and Gorgias macro libraries to AI-assisted workflows and weekly reporting dashboards.
I've managed 41,000+ orders and led a 6-member remote team at peak volume of-----------tickets/day, supporting multi-brand operations across AU/NZ markets. Skilled in Gorgias (Certified Partner), Shopify backend operations, supplier and 3PL coordination, warranty and fraud handling, and training junior CX agents.
Proficient in Claude and Copilot, I use AI to speed up drafting, refine macros, and keep documentation current, without losing the human judgment that actually resolves tickets. I focus on building processes that hold up without me in the room: clear macros, clean SOPs, and reporting systems that give management real visibility into what's happening on the ground.
