Robert J.
Senior E-commerce Operations Manager
Open to offersNew to PlatformAbout
Robert J. is a seasoned Operations Manager and E-commerce Virtual Assistant with over 8 years of hands-on experience in e-commerce, customer service, and operations management across industries such as dropshipping and BPO. He has managed day-to-day operations for multiple Shopify stores, led email support for dropshipping businesses, and supervised large customer experience teams, consistently enhancing Shopify workflows and customer satisfaction metrics. At Salaterra Deco and XACT, Robert handled high volumes of customer inquiries, proactively reducing order delays and refund incidents while maintaining top-tier customer ratings. His background at Alorica includes building data analysis & reporting systems that improved accuracy and efficiency, managing HR redeployment, and driving a range of KPI improvements as an operations leader for teams exceeding 50 agents. Robert’s expertise is underpinned by proficiency in CRM tools such as Zendesk and Salesforce, and his data-driven approach has demonstrably optimized team and business performance.
Experience
E-COMMERCE MANAGER & VIRTUAL ASSISTANT
Salaterra Deco · 2025 — 2026Managed daily email inquiries ranging from 50 to 80, addressing concerns about orders, shipping, and returns. Collaborated with suppliers and 3PL partners to decrease order delays by 25%. Handled issues proactively, leading to a 15% reduction in refund and chargeback cases. Sustained high customer satisfaction ratings in support interactions.Customer Support Specialist
XACT · 2024 — 2025Processed 80 to 120 support tickets and calls daily while ensuring service quality. Achieved customer satisfaction rates of over 95% through quick and precise issue resolution. Minimized repeat inquiries by 20% by offering comprehensive solutions on the first contact. Complied with SLA requirements, maintaining a first response time of under one hour.E-commerce Manager & Virtual Assistant
Stealth Mode II · 2021 — 2024Oversaw operations for three e-commerce stores, managing all aspects of the business. Enhanced product visibility and sales through optimized listings, resulting in a 20-40% increase. Accurately processed over 50 orders daily, ensuring efficiency. Improved customer response times by 30%, bolstering satisfaction ratings. Trained and onboarded more than five virtual assistants, achieving full task accuracy. Conducted extensive product and market research that positively influenced conversion rates.HR Data Reporting & Redeployment Manager
Alorica · 2021 — 2024Developed reporting systems that enhanced data accuracy by 30%. Provided workforce insights that informed decisions affecting over 100 employees. Led redeployment initiatives that resulted in a 20-30% reduction in layoffs. Streamlined reporting processes, achieving a 40% increase in efficiency.Manager Customer Experience Operations
Alorica · 2019 — 2021Supervised a team of over 50 customer service agents and supervisors. Improved key performance metrics, including customer satisfaction, average handle time, and first contact resolution, by 15-25%. Implemented process enhancements that reduced ticket backlog by 30%. Elevated team productivity by 20% through coaching and performance monitoring.Customer Service Team Manager
Alorica · 2016 — 2019Directed a team of 15 to 20 customer service representatives. Enhanced team customer satisfaction scores by 15% through targeted coaching initiatives. Decreased escalations by 20% by strengthening first-contact resolution. Achieved consistent key performance indicator results across all reporting periods.
Skills & Expertise
Education
- Bachelor of Science in NursingFar Eastern University – Dr. Nicanor Reyes Medical Foundation · 2006 — 2009
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