Customer Support Specialist

Experienced E-commerce Team Leader skilled in workforce coordination, performance management, QA, and operational improvement.

Core Duties & Administrative Execution:
- Team Management: Supervised CSRs, distributed workloads, monitored assignments, and personally handled 90–120+ daily tickets.
- Quality Assurance: Audited customer interactions, monitored KPIs, and coached staff to maintain service standards.
- Process Improvement: Developed SOPs, response templates, and workflows to improve operational efficiency.
- Dispute Management: Managed payment disputes across Amazon, Shopify, TikTok Shop, and Stripe.
- Training & Recruitment: Trained new hires, assisted onboarding, coached employees, and participated in recruitment.
- Client Coordination: Communicated with clients and internal departments to resolve escalations.
- Operational Auditing: Reviewed approximately 400,000 records, identifying 2,000–3,000 potential reimbursement cases.

Experienced E-commerce CSR skilled in managing high-volume support, resolving customer concerns, and protecting brand reputation.

Core Duties & Customer Support Execution:
- Multi-Channel Support
- Order Management
- Issue Resolution
- Customer Retention
- Platform Management

Experienced Sales Representative and Desk Administrator with a background in business development, guard deployment, and workforce coordination.

Core Duties & Administrative Execution:
- Outbound Sales: Generated leads, presented services, prepared quotations, and scheduled appointments.
- Guard Deployment: Assigned guards to posts based on client requirements and schedules.
- Attendance Monitoring: Tracked guard time-ins and time-outs and addressed attendance discrepancies.
- Workforce Coordination: Managed post coverage, schedules, and guard replacements.
- Administrative Operations: Maintained attendance records, deployment schedules, and daily reports.
- Communication: Coordinated with clients, guards, and management to resolve issues and ensure uninterrupted security coverage.

Experienced Dispatch Officer with a background in coordinating time-sensitive courier operations for hospitals, clinics, and laboratories across Southern California. Skilled in managing delivery assignments, monitoring dispatch activities, and maintaining accurate operational records.

Core Duties & Administrative Execution:
- Dispatch Coordination
- Delivery Monitoring
- Schedule Management
- Administrative Documentation
- Issue Resolution

Experienced Customer Service Representative with 7 months of experience supporting Amazon's e-commerce operations. Skilled in managing customer inquiries, resolving order and account concerns, and navigating multiple support systems to deliver accurate solutions and maintain customer satisfaction.

Core Duties & Customer Support Execution:
- Customer Inquiry Management: Handled inbound calls, emails and chats concerning orders, deliveries, returns, refunds, payments, and account access.
- Subscription Management: Assisted customers with Prime, Student Prime, Kindle Unlimited, Amazon Music, and Amazon Fresh subscriptions.
- Issue Resolution: Investigated order discrepancies, gift card concerns, billing issues, and delivery problems to provide appropriate solutions.
- Customer Retention: Turned challenging interactions into positive experiences through effective communication, troubleshooting, and solution-oriented support.