Customer Service Manager

I am a results-driven Customer Service Manager with 16 years of experience in BPO operations, customer service, e-commerce support, escalations, and back-office management.

I have progressed from Subject Matter Expert to Customer Service Supervisor and Customer Service Manager, building strong expertise in team leadership, coaching, performance management, and customer experience improvement.

I have managed customer service operations for e-commerce businesses using Amazon Seller Central and Shopify. My experience includes handling complex order, return, refund, seller account, and transaction-related concerns.

I have extensive experience in dispute resolution, customer retention, chargeback processing, and PayPal escalations. I am skilled at investigating complex cases, interpreting policies, and coordinating with internal teams to achieve accurate resolutions.

I focus on operational excellence through KPI monitoring, quality assurance, workflow improvement, root cause analysis, and employee development. I am committed to improving productivity, service quality, and customer satisfaction in fast-paced support environments.