E-Commerce Customer Service

JASON HOLMES

Moreno Valley, CA ***** 714-***-**** ad5tff@r.postjobfree.com LinkedIn

E-COMMERCE SPECIALIST PLP/PDP PERFORMANCE CONSUMER EXPERIENCE

Results-focused professional with 13+ years of success in optimizing consumers’ online shopping experience and ensuring operational readiness. Vast experience in customer support, content and performance analysis, as well as competitive data reporting. Tech-savvy contributor highly skilled at troubleshooting complex issues to improve the overall functionality of e-commerce platforms.

KEY SKILLS

E-Commerce/Online Sales Customer Service & Support Storesite Management

Inventory Controls Project Management Cross-functional Communications

Sales & Marketing Strategies Search Engine Optimization (SEO) Digital Media Management

Data Analytics Product Management Order Fulfillment

Technical Snapshot B2B - B2C applications, Channelonline, Shopify, Amazon, WordPress, Google Analytics CRM/Integration Applications: Salesforce ConnectWise, QuickBooks Languages: Java, XML, HTML, CSS

PROFESSIONAL EXPERIENCE

E-commerce Support Specialist ChannelOnline Irvine, CA 2010 to Present

Leading B2B sales, business automation application, managing over $15B in quotes and orders each year.

Works as an online ambassador, personally managing a high volume of consumer interactions while partnering with stakeholders to resolve product inquiries and order-related issues. Acting as a consumer advocate to drive a positive pre/post online purchase experience. Valued contributor to the strategic and continual development of E-commerce initiatives.

Boosted customer satisfaction by 20% through the initiation of support and development ticket cross-referencing processes. Ensureing superior customer service through various mediums, including email, phone, and live chat.

The point of contact for all operations, sales, and development affairs, collaborating with cross-functional partners to provide support with site development, product support, end-user training, technical troubleshooting, and solutions.

I complete updates to inventory items including costs, descriptions, status changes, and A+ product content.

Trained and mentor a team of 4 support specialists in required applications and business operations best-practices.

Maintaining a working knowledge of e-commerce space, including competitive trends and positioning, sales and marketing strategies, and usability best practices to maximize performance, experience, and end-user outcomes and relationships.

Network Support Technician Vaco Technology Services Downey, CA 2009 to 2010

Global talent solutions / business consulting firm, named ‘one of the fastest-growing private companies in the US” by Inc. Magazine.

Solved challenges and ensured operational readiness by troubleshooting and resolving various hardware and software issues.

Voluntarily took over high-touch account requiring 8 continuous hours of personal assistance daily; maintained double the ticket count of all 12 support reps combined while exceeding client expectations and satisfaction levels.

I Performed preventative maintenance, inspection, testing, and on-call resolution for systems, networks, and equipment, using ticketing system to manage workflow and provide supporting documentation.

I Built positive relationships by providing quality customer service through regular interaction and proactive communication with associates, managers, and customers.

EARLY CAREER SUCCESS

Network Administrator Trench Plat Rental Corp Downey, CA

Network Administrator/Business Systems Instructor Pacific Travel Trade School Whittier, CA

EDUCATION

Devry University Long Beach, CA

Bachelor of Computer Science - Incomplete 32 credits remaining

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