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
