Customer Service Manager - Kroto, Inc. (iCanvas) - Remote
(2024-01)
Lead a team of 5 customer service operations members for a major online art retailer, improving processes and customer experience.
- Developed and implemented SOPs that standardized workflows and boosted operational efficiency.
- Lead continuous process improvement initiatives that enhance service quality and operational performance.
- Oversaw the processing of 35-50 UPS damage claims per month, compiling documentation, coordinating with internal teams, and recovering $30K+ annually in shipping and product‑loss reimbursements.
- Managed Trustpilot reputation and customer engagement by maintaining a 100% negative‑review response rate, replying within 24 hours (most in 12 hours) to resolve issues quickly.
- Created knowledge‑base content, guides, macros, and training materials, reducing new‑hire ramp time by 25% and improving agent access to accurate information.
Customer Support Manager - Ora Organic (Vital Amine Inc.) - Remote
(2022-01 - 2024-12)
Led a team of 5 remote customer support team members, improving response times, resolution times, and customer satisfaction.
- Managed coaching and performance management while consistently achieving KPIs and SLAs.
- Built Shopify workflows, managed chargebacks, and represented the company at national trade shows.
- Partnered with Operations and Product teams on launches, inventory issues, and customer communications.
- Created and implemented 10+ SOPs across returns, fraud prevention, Amazon reimbursements, chargebacks, and daily support workflows, cutting process errors by 25% and boosting team consistency and productivity.
- Led subscription services and retention initiatives, using proactive outreach and escalations that drove an estimated 10% improvement in customer retention and reduced preventable cancellations by 15%.
- Developed and implemented SOPs for returns, fraud prevention, Amazon reimbursements, chargebacks, and customer support operations, improving consistency and operational efficiency.
- Directed Amazon Marketplace operations, including order management, customer communication, reimbursements, and performance monitoring.
Customer Support Manager - Zpacks Corp. - West Melbourne, FL
(2018-01 - 2022-12)
Led a team of 5+ employees while combining strong analytical insight with a people-first approach to elevate team performance, strengthen support, and deliver exceptional customer experiences.
- Created SOPs, training materials, and knowledge base documentation.
- Developed reporting tools and KPI dashboards that improved operational visibility.
- Championed continuous process improvements that increased efficiency and customer satisfaction.
- Trained and coached staff while monitoring performance metrics and continuously optimizing processes.
- Implemented standardized processes for returns, repairs, fraud prevention, chargebacks, and NetSuite training.
- Decreased customer service operating costs by 15% by migrating from FrontApp to Zendesk, automating workflows, and streamlining routing, enabling a 4‑person team to absorb 100 extra peak‑season tickets daily w/o added staffing.
- Reduced operating costs by 15% through automation and optimized resource use, enabling higher ticket volume without added staff while improving FRT, NPS, resolution efficiency, and overall customer experience.
Customer Service Supervisor, Cosmetics - Radial, Inc. (formerly eBay Enterprise & GSI Commerce) - Melbourne, FL
(2014-01 - 2018-12)
Led a team of 20+ Customer Service Representatives and Brand Specialists in a high-volume contact center, driving performance, engagement, and exceptional customer experiences.
- Managed high-level customer issues with diplomacy and urgency, achieving a 90%+ successful resolution rate.
- Trained and mentored representatives through structured coaching, performance plans, and skill‑building workshops, driving measurable productivity improvements.
- Produced weekly and monthly performance reports to identify trends, root causes, and actionable opportunities for service improvement.
- Completed LAMA Positive Coaching and internal de‑escalation training to strengthen conflict‑resolution and communication skills.
- Oversaw KPI management, consistently meeting or exceeding targets through data‑driven coaching and operational adjustments.
- Implemented workflow enhancements that reduced average handling time by 20-30% while sustaining high service quality.
Brand Specialist - Radial, Inc. (formerly eBay Enterprise & GSI Commerce) - Melbourne, FL
(2013-01 - 2014-12)
Team Lead - Radial, Inc. (formerly eBay Enterprise & GSI Commerce) - Melbourne, FL
(2012-01 - 2013-12)
Customer Service Representative - Radial, Inc. (formerly eBay Enterprise & GSI Commerce) - Melbourne, FL
(2012-01 - 2012-12)
