ECommerce Operations Manager (Shopify, Amazon and WooCommerce) | Support & Charg

Bank Reconciliation Experience: 2 - 5 years I manage end-to-end financial operations and customer account administration for e-commerce businesses, handling the complete lifecycle of transactions from payment processing to dispute resolution. My responsibilities span both accounting functions and customer-facing financial support across multiple payment platforms and currencies. Core Responsibilities: Accounts Payable & Receivable: I oversee the full spectrum of financial transactions, managing outgoing payments to suppliers and vendors while tracking incoming revenue streams. This includes reconciling payment records, processing invoices, and ensuring accurate financial documentation across multiple payment processors including PayPal, Stripe, Klarna, and Shopify Payments. Chargeback & Dispute Management: I handle 100-150+ monthly payment disputes, investigating chargebacks, compiling evidence documentation, and communicating with payment processors and card networks. Through detailed transaction analysis and comprehensive documentation, I maintain an 85% dispute resolution success rate. Refund Processing & Account Management: I process refund requests while analyzing eligibility based on company policies and transaction records. I manage customer accounts across CRM platforms, maintaining accurate financial records and resolving account-related issues. Financial Communication: I serve as the primary point of contact for financial inquiries, managing high-volume email correspondence related to payments, disputes, refunds, and account issues while coordinating with internal teams and external payment processors.

Experienced in financial accounting functions within high-volume payment environments, including transaction posting, ledger reconciliation, payment validation, and financial record maintenance. Skilled in identifying discrepancies, researching remittances, and ensuring accuracy across payment processors, bank records, and internal accounting systems.

As a Chargeback Analyst, I played a crucial role in mitigating financial risks and ensuring timely resolution of chargeback disputes, contributing to the organization's operational and financial stability. My key responsibilities included: Dispute Resolution: Investigated chargeback claims, gathered supporting documentation, and presented compelling evidence to issuing banks, ensuring favorable outcomes for the organization. Fraud Detection: Monitored transactions for potential fraud and identified patterns that could lead to chargebacks, implementing preventive measures to minimize financial losses. Data Analysis: Analyzed chargeback trends and metrics to identify root causes, recommend process improvements, and reduce future chargeback volumes. Regulatory Compliance: Ensured adherence to payment network regulations and internal policies throughout the chargeback management process, maintaining compliance and avoiding penalties. Collaboration: Coordinated with internal teams, such as customer service and finance, to gather information and provide updates on chargeback cases, fostering a collaborative and efficient resolution process. Reporting: Maintained accurate records and generated reports on chargeback activity and outcomes, offering insights to inform business strategies and risk management efforts. Through analytical expertise, attention to detail, and a proactive approach, I successfully minimized chargeback losses and improved the efficiency of dispute management processes.

I have over five years of professional experience in e-commerce customer service and operations, with a strong focus on Shopify-based dropshipping businesses and online retail platforms. My work has involved end-to-end support across the customer journey—from order placement to dispute resolution—while ensuring smooth, efficient backend operations and high customer satisfaction. Key areas of expertise include: Customer Service & Support: Providing timely, empathetic, and accurate assistance across email, chat, and social channels for order tracking, returns/exchanges, and product inquiries. Dispute & Chargeback Handling: Managing and responding to disputes across PayPal, Stripe, Klarna, Amex, and Vantiv, with a proven record of preparing successful chargeback rebuttals and maintaining high compliance rates. Fraud Prevention & Order Review: Investigating suspicious transactions using Shopify, Clientline, Braintree, and other tools to detect and prevent fraudulent orders before fulfillment. Tool Proficiency: Skilled in using Freshdesk, Zendesk, Gorgias, Salesforce, and Slack to manage tickets, prioritize issues, and maintain SLA performance metrics (response time, quality scores). Inventory & Fulfillment Coordination: Coordinating with third-party logistics and suppliers to resolve delivery issues and update customers about delays, lost packages, or fulfillment errors. Process Improvement: Contributing to internal SOP development, identifying workflow bottlenecks, and implementing efficiency measures to reduce errors and speed up resolution time. International Customer Support: Supporting customers across multiple regions using tools like Google Translate and ChatGPT to ensure clear, multilingual communication and minimize misunderstandings. I thrive in fast-paced, digital-first environments and bring a proactive, detail-oriented mindset to every aspect of e-commerce operations. Whether preventing disputes, optimizing order flow, or building positive customer relationships, I focus on creating seamless experiences that drive brand trust and business growth.

As the dedicated point of contact for an Amazon seller account, I successfully managed and streamlined various aspects of online retail operations, ensuring a seamless experience for both buyers and sellers. My key responsibilities included: Account Management: Oversaw the setup, maintenance, and optimization of the seller account, ensuring compliance with Amazon's policies and guidelines. Customer Interaction: Acted as the primary liaison between the seller and buyers, addressing queries, resolving disputes, and fostering trust to enhance customer satisfaction. Inventory & Listing Management: Handled product listings, optimized descriptions, and ensured accurate inventory tracking, leading to improved discoverability and sales performance. Problem Resolution: Efficiently identified and resolved account issues, such as listing errors, policy violations, and payment disputes, minimizing downtime and ensuring business continuity. Performance Analysis: Monitored account metrics, including order defect rate, shipping performance, and customer feedback, and implemented strategies to maintain top-rated seller status. Collaboration & Communication: Coordinated with Amazon support teams and third-party service providers to address escalations, enhance operational efficiency, and achieve business goals. Through my proactive approach and keen attention to detail, I contributed to significant growth in account visibility and revenue while maintaining a high level of professionalism and customer focus.

I have extensive expertise in e-commerce management, particularly with platforms like Shopify. My experience includes managing customer orders and disputes, ensuring seamless operations and high client satisfaction. I'm adept at utilizing Shopify for fraud investigations by analyzing data and identifying patterns to safeguard transactions. I've also effectively processed and analyzed transactional data to mitigate risks and prevent fraudulent activities before order acceptance. I’ve handled orders proficiently across various e-commerce platforms, including Shopify, Netsuite, Gorgias, Manhattan, and BigCommerce. My ability to track and analyze chargeback trends has enabled me to implement proactive strategies, minimizing future disputes and enhancing overall efficiency. Additionally, my hands-on experience in collaborating with banks and payment processors has allowed me to resolve complex cases and maintain compliance with industry policies.

I've honed strong fraud detection skills through years of experience and a hands-on approach to safeguarding transactions. I’m adept at analyzing transaction patterns and identifying fraud trends, using tools like PayPal, Clientline, Vantiv, Amex, Chase, and Braintree to ensure security and compliance. I've successfully investigated customer disputes, processed transactional data, and implemented proactive fraud mitigation strategies that protect both businesses and customers. Collaborating with banks, payment processors, and merchants, I’ve tackled complex cases while maintaining a high compliance rate with chargeback policies for Visa, Mastercard, and PayPal. Whether it’s resolving high-value chargeback disputes or tracking fraud patterns to devise preventive measures, I am committed to delivering accurate and impactful solutions that reinforce trust and reliability.