Christian R.

Operations / Team Management - Fulfillment and E-Commerce Expert

I am a Customer Support Certified Skilled ROCKSTAR with 19 years of solid experience who understands how to meet your customers where they are while providing each with a WORLD CLASS experience. Being customer service focused, I set realistic expectations by under-promising and over-delivering. I personalize each e-mail or call and make sure my customer is being treated how I would like my family members to be treated. I am organized and know how to prioritize and work under pressure to meet deadlines. Together, we can explore how I can apply my expertise to your business. Expert in B2B, B2C, E-Commerce, and SAAS Customer Support • 19 years of Customer Service experience • 6 years in a management position Customer Service Pro: • Chat, Email, and Phone Support • Collaboration and communication tools like Gorgias, Zendesk, ReAmaze, Freshdesk, Hubspot, Intercom, Salesforce, Apollo, ClickUp, Helpscout, Jira, and Confluence. E-Commerce and Dropshipping experience: • Order creation and processing via Amazon Seller Central, Shopify, Odoo, ShipStation, BigCommerce, Hubspot, Printiful, and Printify. • Used Amazon, Shopify, and BigCommerce to check orders and tracking numbers, update customer details, etc. • Issue returns and refunds to clients • Liaise with warehouse, fulfillment, vendors, and couriers • Preparing invoices and quotations via Shopify, Odoo, Hubspot and BigCommerce • Creating Amazon Multi-Channel shipments and inventory management • Reaching out to US and China suppliers via e-mail and phone about the details of their product Team Management: • Lead a remote support team and developers to provide 24 hour 7 day support • Act as a primary point of contact for VIP clients • Ensure Program KPIs are driven on a daily basis • Hire, train & mentor agents to help ensure they are equipped to resolve the most common mistakes and questions about the software systems in one response or call to the client • Act as the senior escalation point for complex or high-profile customer issues, ensuring they are addressed in a timely and professional manner • Attend daily and weekly development stand-ups to ensure the team is aware of the most important updates I invite you to discuss your Customer Service needs with me. Together, we can explore how I can apply my expertise to your business. Internet speed: up to 800+ Mbps Backup Internet: up to 400 Mbps