Retail Rebel

Feb, 2020 - Present  •  6 yrs 7 mos  -  Full time

- Oversee end-to-end customer support operations across eBay, Whatnot, and internal CMS platforms, supporting $1.1M+ in monthly online sales while ensuring timely issue resolution and high-quality communication.
- Developed and implemented scalable SOPs that standardized workflows, strengthened team consistency, and reduced customer response time by 40%, enhancing service quality across all channels.
- Coordinate closely with fulfillment, freight, and warehouse teams to troubleshoot order discrepancies, shipping delays, missing freight, and product quality concerns while maintaining a human-first customer experience.
- Recently transitioned into a hybrid Operations & Administrative role, taking on financial reporting, workflow tracking, KPI monitoring, and supporting management through a company-wide downsizing and restructuring period.
- Recognized for maintaining composure in high-pressure, high-volume environments and delivering thoughtful problem-solving that protects customer trust and supports team stability during corporate transition.

Ruby Ciara Media

Aug, 2016  –  Feb, 2023  •  6 yrs 7 mos  -  Self employed

- Delivered customer support, brand communications, and digital content for small businesses, helping improve client satisfaction and reinforce brand engagement across multiple online channels.
- Built websites, blogs, and visual content using AI and creative tools, improving user experience and helping clients communicate more clearly with their customers.
- Created communication systems that improved response time, message clarity, and customer retention for entrepreneurs and small business owners.
- Provided copywriting, customer messaging templates, and digital strategy support to enhance brand identity and customer experience consistency.
- Collaborated with clients to design custom customer support structures that strengthened loyalty and minimized customer friction across touchpoints.