Brands: geniani.com, royalcraftwood.com ( Amazon BestSeller), julyhome.com

Team Leadership & Development: Directed a team of customer service agents, fostering in-depth product knowledge and efficiently resolving escalated inquiries to maintain high service standards ( chats/calls/emails).

Streamlined Onboarding: Designed and implemented a data-driven onboarding program and brand testing process, reducing onboarding time to 3 weeks for over 200 products, with adoption by Customer Service and R&D teams.

Customer Engagement: Managed service quality across Amazon, Walmart, eBay, Snappy, Shopify, Facebook, Instagram, and TikTok, ensuring consistent, high-quality customer experiences across all channels.

AI Integration & Workflow Automation: Implemented automated response systems within CRM platforms and a website AI assistant to optimize initial customer interactions. Automated call center workflows, reducing manual processes, improving response times, and significantly enhancing overall efficiency.

Data-Driven Analysis: Reduced negative feedback by 23% through the detailed analysis of customer reviews and feedback, providing actionable reports to suppliers and stakeholders.

Process Improvements: Conducted comprehensive analytics on returns and refunds, identifying patterns and implementing process improvements to mitigate product-related issues.

Cross-Functional Collaboration: Partnered with cross-functional teams, leveraging competitor analysis to refine manuals, packaging, and listings, driving product and process enhancements.

Content Development: Directed the creation of educational YouTube content, improving customer understanding and satisfaction with key product features.

Operational Reporting: Produced detailed reports, including CS KPIs, product issue analysis, and performance evaluations, providing critical insights for strategic decisions

Additional R&D Duties:

Managed supplier agreements, conducted factory audits, coordinated quality inspections, and oversaw sample production.

Negotiated new product offerings for retail brand catalogs with Chinese suppliers.

Streamlined Event Coordination: Directed and managed logistics for virtual conferences and events, coordinating speaker schedules and ensuring seamless execution across all sessions.

Optimized CRM Systems: Successfully implemented HubSpot and oversaw CRM database transfers, enhancing data accuracy and streamlining member communications for improved efficiency.

Enhanced Event Reporting: Led post-event evaluations by gathering feedback and analyzing outcomes, producing detailed reports that informed strategic improvements for future events.

Customer Support and Onboarding: Delivered seamless onboarding experiences through ManyChat, website chat, and HubSpot, ensuring new customers were effectively integrated into the platform.

Stakeholder Engagement: Contributed to deal negotiations, facilitated webinars, and conducted onboarding sessions via Zoom to support client success.

Technical Troubleshooting: Identified and resolved technical issues, collaborating closely with development and design teams to implement solutions.

Content Development: Created comprehensive resources, including presentations, video tutorials, roundups, and educational materials, to enhance Help Desk support and customer knowledge.

Cross-Functional Collaboration: Worked alongside marketing and development teams (using Slack and Jira) to maintain exceptional service standards and resolve customer challenges.

Workshops and Analytics: Participated in customer experience (CX) workshops and meetings, conducted market research, and leveraged HubSpot analytics to support strategic business objectives.