IVAN R.
Senior E-Commerce Customer Experience & Operations Specialist
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About
Ivan Roy L. is an experienced Customer Experience & E-Commerce Operations Specialist with over nine years in managing support teams and optimizing operations for Shopify-based DTC brands in the food & beverages, health sciences, telecommunications, and coaching business sectors. Ivan has led customer service and communications teams, handled escalation and retention in high-volume environments, and developed and standardized SOPs to drive efficiency and service quality. He has managed KPI reporting and cross-functional coordination, ensuring data integrity and performance improvements across projects using platforms like Asana and Monday.com. His background also includes overseeing Shopify and 3PL coordination for brands, managing subscription systems, project management for international clients, financial reporting, and administrative operations, ensuring high standards of compliance and accuracy within e-commerce and support operations.
Experience
Customer Experience Lead
Morning Made · 2023 — 2026Acted as the main customer-facing representative for the brand, delivering exceptional support through phone, email, and social channels. Handled Shopify and 3PL systems for precise order processing, subscription management, and account updates. Resolved multifaceted issues regarding shipping, cancellations, and recurring orders while upholding high standards of customer satisfaction. Identified enhancements for the customer journey and contributed to overall process improvements. Documented customer interactions in detail, adhering to internal SOPs.Customer Support Executive
Elysium Health · 2022 — 2023Managed complex Tier 3 billing, retention, and service escalations, leading to improved resolution at first contact and reduced repeat interactions. Provided advanced technical support while ensuring high customer satisfaction scores. Consistently exceeded monthly sales and retention objectives through consultative approaches. Ensured 100% accuracy in payment processing, account updates, and documentation, maintaining compliance and data integrity. Recognized for outstanding performance and promoted to Communication Specialist. Assisted customers with technical challenges, including device issues and data configuration.Internal Supervisor
Wing AI · 2021 — 2022Acquired in-depth product knowledge related to health and science offerings to deliver informed support. Executed tasks within Monday.com to ensure proper tracking and alignment of projects across departments.Program Manager
Wing AI · 2019 — 2021Supervised a team of virtual assistants in providing administrative, technical, and creative support for various clients. Established KPI tracking and performance reporting systems to enhance accountability and efficiency. Managed client communication and project coordination to ensure delivery consistency and service quality. Documented and standardized SOPs for administrative and client-facing processes to increase operational consistency. Oversaw accounting support and data management for accuracy and workflow efficiency. Resolved client issues as a Helpdesk Officer using Jira, ensuring prompt resolutions and accurate documentation.Communication Specialist
Alorica · 2017 — 2019Managed administrative operations for several international clients to ensure smooth project coordination and task execution. Handled invoicing and account reconciliation, achieving high financial accuracy. Maintained organized documentation to enhance transparency and operational efficiency. Collaborated with cross-functional teams to ensure project deliverables were on time and met quality standards. Provided responsive help desk support, efficiently resolving client inquiries and operational issues. Created and organized client sub-accounts within Go High Level for effective management.Customer Experience
Alorica · 2016 — 2017Spearheaded internal and external communication strategies to align with corporate goals, strengthening brand consistency across various channels. Mentored a team of communication specialists to enhance clarity and accuracy in message delivery. Oversaw content development across email, web, and customer communications to maintain alignment with brand voice and compliance standards. Collaborated with cross-functional leadership to align communication efforts with operational and customer experience objectives. Monitored communication performance metrics and implemented improvements.E-COMMERCE CUSTOMER EXPERIENCE & OPERATIONS ASSISTANT
nullLed the customer service team to enhance productivity, quality of service, and customer satisfaction. Functioned as the escalation point for complex customer issues, ensuring resolutions were timely and professional. Created and refined workflows, SOPs, and canned responses to standardize service and enhance efficiency. Supervised reporting on service performance metrics to support operational decision-making. Coordinated with logistics partners to address shipping delays and fulfillment challenges. Ensured data accuracy in product listings and orders. Managed tasks within Asana, tracking projects to ensure timely execution. Conducted screening and interviews for customer service candidates to facilitate team growth.
Skills & Expertise
Education
- Bachelor Science in Marine EngineeringDMMA College
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