Daisy L.

Established customer support teams and operational frameworks from inception, incorporating recruitment assistance, onboarding processes, training protocols, ticketing workflows, SOPs, macros, escalation paths, quality assurance, performance reporting, and dashboards. Supervised customer support and e-commerce operations for various international DTC and dropshipping stores utilizing Shopify, Amazon, TikTok Shop, and Facebook Shop. Trained and guided customer support, dispute resolution, and operations teams of up to 11 members by managing workloads, escalations, quality assurance, productivity, and performance enhancement. Managed intricate post-purchase operations such as order modifications, cancellations, tracking discrepancies, returns, refunds, product replacements, warranty claims, and complaints regarding product quality. Oversaw chargebacks and payment disputes comprehensively, including preparation of evidence, submission of responses, tracking disputes, performing root-cause analyses, developing prevention strategies, and reporting on metrics like dispute rates and revenue at risk. Collaborated with brand owners, suppliers, fulfillment partners in China, warehouses, carriers, and payment processors to address issues related to inventory, fulfillment, delivery, and payments. Created SOPs, macros, escalation paths, QA standards, dashboards, along with generating weekly reports on ticket volume and customer satisfaction. Assisted in maintaining product listings, updating inventory, performing tasks on the Shopify back-end, managing marketplace operations, and vendor communications.

Oversaw daily customer support operations and guided agents in resolving escalations, complex issues, and service recovery efforts for an international clientele. Assessed ticket queues and response quality while promoting productivity and providing coaching to uphold service excellence. Addressed customer inquiries via email and live chat, tackling account and order issues and relaying recurring problems to internal teams. Contributed to enhancing internal documentation, workflows, and team collaboration to ensure prompt and consistent support.

Directed a team of 21 customer service agents supporting global travelers and accommodation providers in a dynamic, high-volume setting. Provided coaching, conducted performance evaluations, tracked KPIs, and formulated action plans aimed at enhancing quality and customer satisfaction. Managed escalations related to bookings, cancellations, refunds, payment issues, property matters, and urgent travel disruptions. Engaged with cross-functional teams and international stakeholders to resolve intricate cases while adhering to policy and service guidelines. Fostered team development through ongoing coaching and performance management.