E-commerce Virtual Assistant | Operations Lead

I excel in data entry, ensuring error-free results in Excel, Google Sheets, and databases. My expertise includes data cleanup, CRM management, and efficient handling of large datasets under tight deadlines. I adapt quickly to new tools and systems, delivering organized, high-quality work to streamline your operations.

Handling customer inquiries across email, live chat, and phone channels ensures prompt resolution and maintains high satisfaction levels. Handled refunds, replacements, and returns as needed, ensuring customer satisfaction. Collaborating closely with production, shipping, and legal teams, I helped streamline processes and improve overall efficiency. My focus was on delivering exceptional service while maintaining operational accuracy.

Managed and coordinates cross-functional teams—including funnel builders, media buyers, designers, customer support, and suppliers—to ensure seamless operations. Key responsibilities include tracking and optimizing KPIs like ROAS, net profit, chargebacks, and CS response time to maximize performance. The position also oversees order flow, fulfillment tracking, and supplier communication to maintain efficiency. Additionally, it includes leading hiring and onboarding for freelancers and full-time staff, as well as building, improving, and enforcing SOPs to streamline processes and maintain consistency.

I managed data entry and maintained accurate records by verifying and updating Google Sheets. I processed payroll, ensuring timely and error-free compensation for employees. To streamline training and processes, I created clear and concise tutorials using Vimeo and Loom. Additionally, I monitored inventory levels, tracked balance sheets, and updated profit and loss (PNL) statements to support financial accuracy. I also conducted outreach to clients and vendors, fostering strong communication and relationships.

Order processing, shipping updates, and managing returns/exchanges through Shopify maintains operational efficiency and accuracy. Close collaboration with internal teams resolves product and delivery issues, improving overall customer experience. Maintaining current knowledge of company products, policies, and promotions guarantees accurate information dissemination. Systematically documenting common issues and customer feedback supports continuous improvement and process optimization.

I oversee the customer support team, focusing on their performance and development. I track key performance indicators (KPIs) and Customer Satisfaction (CSAT) scores to ensure we're meeting our goals. My responsibilities also include scheduling the team's work to maintain efficient coverage. Beyond day-to-day operations, I hire and train new team members and oversee their growth within the company. I also manage supply chain collaboration to resolve customer issues related to inventory or delivery, acting as a crucial link between our team and other departments.

As an experienced operations lead in e-commerce, I have a proven history of managing core functions to enhance efficiency and customer satisfaction. I have overseen customer service, resolving inquiries and disputes related to refunds and replacements by analyzing communication logs and sales data. I have also managed supply chain logistics by maintaining real-time inventory records, tracking stock, and coordinating with suppliers to ensure accurate stock allocation for all orders.

Experience in CRM platforms, Notion for SOPs and project management, and Slack for team collaboration. Skilled in Google Analytics, Meta Ads Manager, and e-commerce platforms. Knowledgeable in project management tools with working knowledge of Google Ads and Meta Ads for media buying support.