Customer Service Manager

Managed customer service operations for e-commerce businesses using Amazon Seller Central and Shopify. Handled high-volume chat and email inquiries, including approximately 70–100 emails and 30–50 live chats daily, covering order status, shipping, returns, refunds, product issues, and other customer concerns.

Oversaw daily team activity, service quality, productivity, response times, quality scores, and service-level performance. Provided coaching and performance feedback, coordinated issue resolution across teams, and identified recurring concerns to improve support processes and operational efficiency.

Supervised back-office teams responsible for dispute resolution, customer retention, and chargeback processing. Managed workflows and case handling to ensure accuracy, timeliness, compliance, and achievement of operational targets.

Monitored productivity, quality, attendance, and team performance. Coached and mentored team members in case management, analytical thinking, and problem-solving while assisting with escalated cases, investigations, documentation, and cross-department coordination.

Served as a Subject Matter Expert for PayPal customer service operations, specializing in complex customer escalations. Investigated and resolved sensitive cases involving accounts, payments, disputes, and transaction-related inquiries.

Provided real-time procedural guidance to customer service representatives and helped agents interpret policies accurately. Shared troubleshooting techniques, product knowledge, and best practices to support consistent, professional, and high-quality case resolution.