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Vincent T. — Senior E-Commerce Operations Manager from Philippines

Vincent T.

Senior E-Commerce Operations Manager

Philippines 6+ years
Open to offersNew to Platform
Languages
Tagalog
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About

Vincent T. is a seasoned E-Commerce Operations & Customer Experience Specialist based in Damulog, Bukidnon, Philippines, adept in managing full-cycle e-commerce operations remotely. With over 8 years of experience, he has honed his expertise across platforms like Amazon Seller Central and Shopify, most notably managing operations for brands like Sensa Beauty and FragranceSpot as part of Nesham LLC. Vincent's responsibilities include handling approximately 60 support tickets daily, maintaining account health, and executing complex tasks such as chargeback and dispute resolution, boasting a 65% win rate across various platforms. He excels in workflow automation through Gorgias, site management using tools like Matrixify and SellerChamp, and contributes significantly to process improvements and strategic decisions. His previous role as an E-commerce Manager at LTVplus saw him achieve a 98% inventory accuracy rate, illustrating his precision and commitment to quality in e-commerce support operations.

Experience

  • E-Commerce Operations Lead

    Nesham LLC (Sensa Beauty & FragranceSpot) · 2024 — Present
    Oversee complete customer support via email for Sensa Beauty on Shopify and FragranceSpot on Amazon, managing around 60 tickets daily. Address chargebacks and disputes with a 65% win rate, including compiling evidence and writing responses. Develop and manage Gorgias workflows to enhance efficiency and automate support processes. Process insurance claims for lost or damaged shipments, liaising with ShipStation for order confirmations. Ensure Amazon account health through managing buyer disputes, A-to-Z claims, compliance, and reviews. Conduct product data entry and catalog management utilizing Matrixify and SellerChamp. Participate in strategies aimed at subscription retention, including customer communication for cancellations. Source and edit images for product listings and marketing materials using Canva Pro. Engage in operational decision-making, contributing to SOP development and process improvements.

  • Ecommerce Manager

    LTVplus · 2022 — 2024
    Managed daily e-commerce support operations for a Shopify store, processing around 100 customer tickets each day. Ensured inventory accuracy across product catalogs and stock records at 98%. Handled customer inquiries, returns, and order management while adhering to quality standards.

  • Amazon Seller VA

    Basilio Inc · 2021 — 2022
    Provided support for Amazon Seller Central operations focused on account reinstatement casework and managing inventory. Assisted in maintaining seller account documentation and ensuring compliance with policies.

  • Amazon Seller Support Operations

    via Teleperformance, outsourcing to Amazon · 2016 — 2021
    Served in multiple capacities within Amazon Seller Support, beginning with non-voice email support, addressing account health and order inquiries. Later transitioned to a Subject Matter Expert role, providing guidance to frontline agents and escalation support. As a Quality Assurance Analyst, conducted audits of agent email responses for compliance, coached agents, and presented performance reports to clients.

  • Customer Service Representative

    Convergys · 2015 — 2016
    Delivered technical and customer support via phone for telecommunications subscribers, addressing connectivity and account issues. Developed problem-solving and de-escalation skills in a high-volume setting.