About

Head of Customer Support with 4 years of combined experience across BPO and eCommerce industries, specializing in Shopify-based DTC and dropshipping brands. Proven track record of progressing from Customer Service Agent to SME and Team Manager in the BPO industry, and from Senior Customer Support to Head of Customer Support in eCommerce. Currently leading customer support operations for multiple Shopify stores, managing a team of 10 customer support agents, overseeing escalations, optimizing workflows, and ensuring exceptional customer experiences. Experienced in building and scaling support teams within fast-growing startup environments while maintaining high service standards. Highly skilled in Shopify, order management, refunds, returns, chargebacks, dispute resolution, supplier coordination, order tracking, customer retention, and post-purchase support. Proficient in CRM and helpdesk platforms including Freshdesk, Zoho, and Zendesk-style systems, with experience creating SOPs, onboarding and coaching agents, improving processes, and driving operational efficiency. Recognized for strong leadership, ownership, and a proactive mindset. I don’t just manage support operations—I actively contribute to business growth by improving customer satisfaction, streamlining processes, and treating every business I work with as if it were my own.

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