Jeffrey B.

Turn Operational Chaos into Scalable Growth. I am an Operations & Customer Experience Manager with 10+ years of experience building high-performing remote teams across eCommerce, Financial Services, and Healthcare. I specialize in transforming underperforming operations into efficient, data-driven systems that boost CSAT, reduce attrition, and drive revenue. I have led remote teams of 20+ agents supporting major U.S. DTC brands (including True Classic and Orgain), focusing on SOP development, QA, escalations, and KPI optimization. My track record includes managing teams of 20–50+ FTEs, achieving zero attrition for 10+ months at GoTyme Bank, and automating workflows using Power Automate and Power BI. I combine operational discipline with modern tech stacks to eliminate inefficiencies, including fulfillment and logistics coordination. Core Expertise: • Operations & Workforce Management (20–50+ FTEs) • eCommerce & Supply Chain Coordination (Shopify, ShipBob, Stord, Global-e, Fulfil) • Process Improvement & SOP Development • KPI Optimization (CSAT, AHT, QA, SLA, FRT) • Workflow Automation (Power Automate, Looker Studio, Power BI) • Multi-channel Support (Chat, Email, Voice, Social) • AI Tools (Rep AI, Gamma AI, Zowie) I am ready to bring my leadership experience and technical expertise to your team to build the systems needed to scale efficiently. Let’s discuss how I can improve your operational efficiency and customer experience.