Jane Pauline Cao

With experience in customer service, e-commerce operations, and virtual assistance, I've supported e-commerce businesses, Amazon sellers, AI companies and digital marketing companies in keeping their day-to-day operations running smoothly.

Shopify CS Team Manager at Pareto.AI (2024-11 – 2026-07)

• Manage daily customer service operations with full team coverage, including schedules, breaks, and lunches
• Monitor team performance, productivity, and attendance to ensure stable operations
• Prepare and deliver weekly & monthly KPI reports using Re:Amaze and internal tools
• Present weekly performance reports in 1:1 meetings with leadership
• Maintain email first response time under 1 hour and average response time under 2 hours
• Handle all chargebacks/dipsutes within 2 days, ensuring complete documentation and timely submission
• Create, update, and maintain SOPs, templates, workflows, and training materials
• Lead weekly team calls and provide continuous coaching and feedback
• Oversee hiring: sourcing, interviewing, and recommending final candidates
• Drive ongoing improvements in customer service quality and operational efficiency

Supply Chain & Operations Coordinator | Part-time at Pareto.AI (2025-01 – Present)

• Managed order fulfillment issues for e-commerce dropshipping operations and coordinated resolutions with suppliers, logistics partners, and internal stakeholders.
• Reviewed and accepted supplier quotations to support purchasing decisions.
• Maintained supplier relationships, monitored order progress, and coordinated logistics to help ensure timely deliveries.
• Updated product listings and pricing to maintain catalog accuracy across e-commerce platforms.
• Supported day-to-day operational activities and process improvements to enhance efficiency and customer satisfaction.

General Virtual Assistant | QA Analyst at Pareto.AI (2021-01 – 2026-05)

• Medical Data Verifier & Clinical Diagnostic Results QA (Function Health)
• Admin and Executive Assistance
• Lead Generation
• LinkedIn and Email outreach
• Appointment setting
• Hotel and Flight booking
• Transcription

Customer Service Senior Team Leader at SHEIN (2019-04 – 2024-05)

• Manages a team responsible in resolving order-related & after sales concerns
• Point of escalation
• Plotting of monthly schedule
• Approval of PTO
• Generation of weekly and monthly department data

Customer Care Advisor & SME at CONDUENT (2015-06 – 2019-03)

• Acknowledge and resolve customers' concerns with iTunes Store account, billing, downloads and content issues via email.
• Team SME during QA meetings and supported the Team Leader.
• Train new hires
• Monthly Top QA agent
• Annual Top Agent

Bachelor of Science in Hotel and Restaurant Management – University of La Salette (2011 – 2015)