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

Led a team of customer service agents, supported product knowledge development, and assisted with chat and ticket escalations (average yearly volume: 35,000 requests across platforms, 5,000 calls).

Developed an accelerated onboarding program and a data-driven customer care library, reducing onboarding time to 3 weeks, including comprehensive testing on over 200 products. Successfully implemented in Customer Service and R&D departments.

Oversaw the creation of YouTube product videos to support customer education.Monitored service quality across Amazon, Walmart, eBay, Snappy, website, and TikTok shops.

Analyzed negative Amazon reviews and customer feedback, reducing negative reviews by 23% through detailed issue reporting with photo documentation to suppliers and stakeholders.

Conducted analytics on returns and refunds to identify patterns and drive improvements.Integrated AI into customer service workflows, automating the Edesk ticket system (cutting response time from several hours to 3 minutes), call center processes, and website AI assistant.

Provided feedback to cross-functional teams to support product and process improvements.Conducted competitor analysis, identifying product improvement opportunities for manuals, packaging, and listing information.Coordinated product returns with the warehouse using the label system.

Prepared reports, including CS KPI reports, product issue reports, weekly CS performance reports, and quarterly presentations.

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.

Directed virtual conferences and events for GPC, coordinating speaker logistics, managing schedules, and leading post-event evaluations.

Implemented HubSpot and managed CRM database transfers.

Conducted income tracking and VAT reporting, and assisted with administrative support for GPC members.

Customer support to ensure perfect onboarding via Manychat, website chat, and Hubspot;

Participation in deals negotiations, webinars, and onboarding Zoom sessions;

Troubleshooting technical problems and reporting to the development and design teams;

Creation of presentations, video tutorials, roundups, and educational content for the Help Desk;

Collaboration with marketing and dev teams to maintain a high level of service (Slack, Jira);

Participation in workshops and CX meetings;

Market Research, Hubspot analytics, and other analytical/marketing tasks based on the company's goals.