Operations and Customer Support Manager

Progressed through three roles with increasing responsibility across business operations, project coordination, and team support. Coordinated daily activities and projects across Operations, Marketing, and other teams by tracking deliverables, following up on deadlines, and escalating blockers.

Supported shareholders and senior management with business planning, operational reporting, and company initiatives. Managed task delegation and follow-ups, monitored operational performance, supported recruitment and onboarding, maintained shared documentation, and used GoHighLevel, Systeme.io, WordPress, ChatGPT, and Google Gemini to support digital business activities.

Led and coached a remote customer support team across multiple time zones, maintaining service quality and team coordination. Oversaw more than 100 daily customer inquiries through email and chat, including escalations and complex customer concerns.

Managed eCommerce support workflows for Shopify and WooCommerce, including order inquiries, returns, refunds, and customer communications. Handled approximately 15 to 20 monthly payment disputes through Klarna, PayPal, Shopify, and WooCommerce; prepared supporting evidence to mitigate chargeback risk; and developed SOPs and support documentation to improve case handling.

Undergraduate Juris Doctor studies.

Bachelor of Science in Business Administration, major in Financial Management.