Merritt Scott

Highly organized and independent Operations Manager with over 5 years of experience leading remote, end-to-end post-sale operations, front-line customer support, and supply chain logistics for a startup e-commerce businesses. Proven track record managing email-first customer communication channels, and resolving complex order fulfillment processes with warehouses. Experienced in driving customer retention and operational accuracy in fast-paced, high-volume environments.

Part-Time Biology Professor at Paul Quinn College (2025-08 – Present)

• Design and deliver structured educational curricula and technical materials aligned with distinct institutional learning outcomes and engagement goals
• Integrate modern educational technologies and Google Workspace utilities to drive active engagement, evaluate data tracking, and manage routine administrative reporting.

Part-Time Executive Assistant at Peak Performance Team (2025-12 – Present)

• Lead the client enrollment and strategic onboarding experience, verifying and updating required compliance documentation to ensure immediate platform adoption and accuracy
• Manage complex monthly customer billing, account management processes, and accurate invoicing cycles to deliver a seamless, high-value user experience.
• Authored and deployed internal SOPs to streamline email-first communication regarding client requests, product adjustments, and operational updates across teams
• Operate with high autonomy to track team to-dos and recurring administrative workflows, ensuring critical project milestones never slip

Chief Operations Officer at The Otaku Box, LLC (2019-07 – 2024-02)

• Oversaw daily end-to-end operations, strategic planning, and business health for a multi-million dollar e-commerce subscription business, maximizing long-term customer retention and loyalty
• Collaborated extensively with international suppliers, logistics partners, and regional warehouses to streamline fulfillment cycles, resolve shipping bottlenecks, and track inventory
• Implemented scalable internal systems and standard operating procedures (SOPs) that optimized workflow efficiency and cross-functional team alignment without requiring direct-report oversight
• Owned the complete post-sale and pre-production pipeline for new product lines; translated raw ideas into actionable designs, directly managed factory prototype testing, and served as the final quality-control authority before mass manufacturing

Customer Support Manager at The Otaku Box, LLC (2017-12 – 2019-07)

• Built, trained, and supervised a high-performing remote customer service department from the ground up, instilling an email-first culture focused on customer obsession and rapid resolution
• Managed front-line customer support during high-tempo promotional seasons, personally executing clear, warm, and calm communication when the support inbox was heavily stacked
• Created comprehensive email support templates, AI-responses, and strategic SOPs that accelerated ticket resolution workflows, tracking inquiries like tracking updates, order adjustments, and problem resolution
• Maintained exceptionally high customer satisfaction metrics by proactively identifying account risks, resolving complex fulfillment or lost-shipment challenges, and optimizing the customer lifecycle

Customer Service Representative at La Mav Organic Skincare (2015 – 2016)

• Provided empathetic, highly responsive, email-first customer service and account support across corporate communication channels
• Established standard operating procedures for the support desk and tracked core customer metrics to resolve order issues, contributing to a 5-star customer satisfaction rating on Trustpilot

M.S. in Environmental Science – James Cook University

B.S. in Marine Biology – Texas A&M University at Galveston