Eric Austin
Customer Service Leader | Operations Specalist
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About
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.
Experience
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.
Education
High school diploma with strong academic performance, complemented by advanced certifications and formal training in customer-facing, operational, and technical environments.
