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J
Notable Highlight
Led e-commerce operations and customer service teams using data-driven CX metrics and CSAT optimization, collaborating across Product, Marketing, and Fulfillment.
Experience Summary
E-commerce Operations & Customer Experience Lead with 8+ years of HR, recruitment, and operations experience. Combined data analytics expertise with people management and team leadership across staffing, retail, telecommunications, and education sectors, with recent focus on e-commerce customer care and CSAT-driven operational efficiency.
Skills
Service Cloud managementCSAT optimizationCustomer experience analyticsKPI reportingTeam leadershipRecruitment sourcingHR functionsData analyticse-Commerce operationsCross-functional collaborationContent creationHelp-center managementProject management
Work Experience
e-Commerce Operations & CX Team Lead
EM(DFO · Feb 2024 – Apr 2026
- Drive CSAT, operational efficiency, and team development within a fast-paced e-commerce environment.
- Lead and mentor the customer service team, fostering a high-performance, service-driven culture aligned with company values and brand standards.
- Champion customer service excellence while optimizing systems and processes to support scalable growth.
- Leverage data-driven insights and cross-functional collaboration with Product, Marketing, Fulfillment, and key stakeholders to ensure seamless customer experiences aligned with broader business objectives.
Customer Experience Analyst
KMS(CA · Jul 2020 – Feb 2024
- Lead frontline Service Cloud management and prioritization with a strong focus on metrics, KPIs, data, and customer experience reporting.
- Collaborate cross-functionally and support executives through report development, content creation, help-center management, and delivery of ongoing and ad-hoc stakeholder insights.
Faculty Mentor - Tertiary
MMDC · Mar 2023 – Jun 2023
- Facilitate engaging discussions and evaluate student performance through assignments and exams with constructive feedback.
- Actively contribute to the academic community through FGDs and institutional initiatives to foster a dynamic and continuously improving learning environment.
Faculty Member - Tertiary
SCGC · Jul 2019 – Jan 2021
- Deliver engaging lectures and enhance course content while designing assessments, providing constructive feedback, and offering academic consultations to support student progress.
- Actively contribute to the academic community through research, professional development, and institutional committee participation to enrich the overall educational experience.
Human Resource Administrator
SOC · Jan 2018 – Jul 2019
- Manage end-to-end recruitment and HR functions, including employee relations, policy recommendations, compensation monitoring, and regulatory compliance.
- Provide administrative and executive support through documentation, reporting, vendor coordination, appointment scheduling, expense management, and inventory oversight.
Human Resource & Administrative Supervisor
HE · Mar 2018 – Sep 2018
- Lead the development and oversight of comprehensive human resource programs, including recruitment and selection, compensation and benefits, employee relations, training, and health and safety.
- Ensure efficient operations aligned with the organization's strategic business goals.
Recruitment Sourcing Specialist - Global Support
KFP · Oct 2016 – Mar 2018
- Develop and execute strategic, innovative sourcing initiatives in collaboration with stakeholders to proactively build a strong global pipeline of qualified candidates.
- Enhance recruitment outcomes and support organizational growth.