Customer Service Leader | Operations Specalist
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I have three years of experience at OSL Retail working on contracts for Samsung Canada, Ted Baker, and Brooks Brothers. I handled reverse logistics (fraud prevention on returns) as well as escalations which the front-line tier 1 customer service agents weren't able to resolve. I also developed SOPs and managed small teams of 3-5 people.
Over 10 years in customer support and escalations, managing Tier 3 cases, reverse logistics, and KPIs using Zendesk, SAP, and Shopify across enterprise and retail brands.
High school diploma with strong academic performance, complemented by advanced certifications and formal training in customer-facing, operational, and technical environments.
