Christian V.

I help eCommerce and service-based businesses improve customer experience, retain customers, reduce recurring support issues, and build CX systems that scale. I’m a Customer Experience Manager and CX Operations professional with 8+ years of experience across eCommerce, SaaS, mobility, fitness/wellness, retail, and marketplace businesses. I’m also a 𝐓𝐨𝐩 𝐑𝐚𝐭𝐞𝐝 𝐔𝐩𝐰𝐨𝐫𝐤 𝐟𝐫𝐞𝐞𝐥𝐚𝐧𝐜𝐞𝐫 𝐰𝐢𝐭𝐡 𝟏𝟎𝟎% 𝐉𝐨𝐛 𝐒𝐮𝐜𝐜𝐞𝐬𝐬, $𝟒𝟎𝐊+ 𝐞𝐚𝐫𝐧𝐞𝐝, 𝐚𝐧𝐝 𝟕,𝟎𝟎𝟎+ 𝐡𝐨𝐮𝐫𝐬 worked. My background combines frontline customer support with the operational side of CX. I can step into the queue, handle a difficult customer, resolve an escalation, or recover a poor experience, but I also look beyond the individual ticket to understand why customers are contacting support in the first place. 𝐖𝐡𝐚𝐭 𝐈 𝐜𝐚𝐧 𝐡𝐞𝐥𝐩 𝐰𝐢𝐭𝐡: • Customer Experience & CX Operations • Zendesk support operations and workflow improvement • Shopify customer experience and order support • Voice of Customer (VoC) tracking and analysis • Customer retention and complaint recovery • Refund, cancellation, chargeback, and escalation analysis • Trustpilot, Loox, and review/reputation management • CSAT, SLA, response time, and support KPI tracking • SOPs, playbooks, macros, workflows, and escalation processes • Root cause analysis and recurring issue identification • Customer journey and support process improvement • Email, chat, and social media customer support • Support quality and customer de-escalation • AI-assisted CX workflows and support automation 𝐇𝐎𝐖 𝐈 𝐖𝐎𝐑𝐊: I don’t treat every customer complaint as an isolated ticket. If customers repeatedly contact support about the same shipping issue, refund problem, product confusion, checkout friction, or account issue, I look for the pattern, document what is happening, identify the likely root cause, and bring the issue to the right team. My goal is not only to resolve today’s ticket, but to help reduce tomorrow’s tickets. I’ve worked with customer signals across Zendesk, Shopify, Trustpilot, Loox, Meta/Facebook & Instagram, refunds, cancellations, chargebacks, support conversations, and customer feedback to help businesses understand where customers are experiencing friction and where processes can be improved. 𝐓𝐎𝐎𝐋𝐒: Zendesk | Shopify | HubSpot | OrderDesk | Trustpilot | Loox | Meta Business Suite | Facebook | Instagram | ClickUp | Asana | Slack | Google Workspace | Microsoft Office | ChatGPT | Claude I work best with growing companies that need someone who can combine strong customer communication with CX ownership, operational thinking, and continuous improvement. If you're building or improving your Customer Experience function and need someone who can both execute and think beyond the queue, I’d be glad to discuss your goals.