E-commerce Operations and CX Systems Lead

Hands-on management of Shopify operations across multiple brands, including filtered order views, tagging systems, pre-orders, special orders, address validation, chargeback flags, promotions, and analytics review. Managed ~132–150 orders weekly and reduced order errors by 95% through systemized workflows and automation.

Authored 10+ SOPs and operational checklists covering CX workflows, inventory handling, incoming shipments, product uploads, and onboarding. Documentation reduced reliance on memory and enabled consistent execution during growth and transitions.

Built CX systems in Gorgias from zero, including inbox architecture, rules, workflows, tagging, macros, snooze logic, and Help Center content. Led a team of 3 agents and improved FRT from 23h to 21m, resolution time from 2d to 1h, and CSAT from 4.0 to 4.92.

Managed dropshipping order flows, supplier coordination, customer communication, and issue resolution. Maintained delivery reliability and customer trust in a fragile fulfillment model through proactive follow-up and clear expectation management.

Supported inventory accuracy using Stocky and Sage Inventory Planner, monitored overselling risks, coordinated inbound stock, and aligned inventory status with CX and fulfillment teams. Not responsible for final forecasting decisions, but actively surfaced risks early.

Authored a 200-page historical research thesis on marriage, integrating qualitative analysis with statistical data, and awarded Best Thesis. Demonstrated advanced skills in research design, evidence synthesis, structured argumentation, and long-form analytical writing.

Maintained trust-based coordination with vendors and suppliers through consistent communication, follow-through, and issue resolution, especially during delays, product concerns, and volume changes. Relationship management was key to operational stability.

Write blog content for parenting-related topics

Managed Etsy listings, customer messages, and orders, achieving Star Seller standards with 100% message response rate and 4.8/5 rating. Ensured Etsy workflows stayed aligned with Shopify operations.

Built and maintained Trello boards, lists, checklists, and automations for recurring operational tasks such as inventory handling, product uploads, bookkeeping, and CX workflows. Used Trello to maintain visibility and execution consistency.

Created and maintained product listings including SKU setup, variants, SEO- and warehouse-friendly titles, pricing, categories, and assets. Managed listings across Shopify, Tiktok Shop and Etsy using Sellbrite, following platform guidelines.

Assisted with receipt organization, invoice filing, and reconciliation support using shared tools.

Assisted with Amazon FBA replenishment planning, including monitoring stock levels, coordinating inbound shipments, and supporting reorder execution based on sales velocity and inventory status. Handled Amazon order management and customer support, resolving order issues, tracking shipments, and coordinating with fulfillment and 3PL partners when needed. Worked within Seller Central for execution and coordination, while final forecasting and purchasing decisions remained with leadership.

Write product description copy for e-commerce product pages, focusing on clear value articulation, accurate product details, materials, use cases, and expectations. Copywriting supported conversion, customer clarity, and reduced CX issues

Supported the execution of influencer marketing strategies through coordination and administrative work. Handled influencer outreach support, tracking, scheduling, product seeding coordination, deliverable follow-ups, and internal documentation.