Fajle R.

I don’t just manage customer support—I help manage the operation behind it. With 5+ years of hands-on experience across E-commerce Operations, Shopify, Customer Support, Inventory, Sourcing, Chargebacks, Financial Operations, Team Management, and SOP Development, I’ve worked across the areas that keep an online business running. My role has gone beyond answering customers. I’ve managed support teams, built SOPs, coordinated suppliers, monitored inventory, handled refunds and payment disputes, tracked expenses, and helped keep day-to-day e-commerce operations organised and moving forward. Core Expertise • Customer Support – Email, chat & phone support, order tracking, shipping issues, complaints, escalations, refunds, returns, subscriptions, and customer retention. • E-commerce Operations – Shopify & eBay operations, order processing, fulfilment, back-office operations, workflow management, and day-to-day store operations. • Inventory & Sourcing – Inventory tracking, inbound stock coordination, product sourcing, supplier communication, purchasing support, and vendor follow-up. • Team Management – Support team coordination, workload distribution, backlog management, performance monitoring, quality control, training, and escalations. • SOP & Process Management – Creating SOPs, onboarding and training agents, documenting workflows, improving processes, and maintaining consistent support standards. • Financial & Payment Operations – Expense tracking, refunds, payment issues, transaction records, reconciliation, and operational reporting. • Chargebacks & Disputes – Adyen, PayPal & Checkout Champ; transaction review, evidence collection, fulfilment verification, and structured dispute responses. Track Record • 4.9K+ Upwork hours • 100% Job Success • Top Rated Plus • Experience managing high-volume e-commerce operations • Experience leading customer support teams and building SOPs • Strong ownership, problem-solving, and attention to detail Tools & Platforms Shopify | eBay | Zendesk | Adyen | PayPal | Checkout Champ | Commslayer | CommentGuard | EcomFlow | Google Sheets | Google Workspace I’m comfortable stepping into an existing operation, learning the workflow quickly, taking ownership, and keeping things moving without constant supervision. If you need someone who can connect customer support, people, processes, inventory, payments, and day-to-day e-commerce operations, I can help.