Senior E Commerce Specialist

Desare James

***********@*****.*** 214-***-****

Dynamic e-commerce specialist with over 10 years of experience in enhancing online shopping experiences and streamlining digital operations. Demonstrates exceptional skills in website optimization, order processing, and customer support management. Known for a proactive approach to problem-solving and a commitment to

achieving high customer satisfaction ratings. Excels at collaborating with cross-functional teams to drive e- commerce strategies and operational efficiencies.

Work Experience

Revision Skincare

Senior E-Commerce Specialist

April 2019 - Present

- Spearheaded website optimization projects in

collaboration with IT, significantly enhancing user experience and site functionality.

- Refined customer service escalation procedures to ensure quick resolution of complex issues, enhancing customer satisfaction.

- Oversaw the management of Live Chat support,

including agent training and performance monitoring, to provide efficient customer assistance.

- Ensured accurate and efficient order processing from Shopify to SAP, leading to a reduction in order-related errors.

- Led the resolution of website promotion issues,

improving the online shopping experience and customer satisfaction.

- Coordinated with the logistics team to ensure timely shipping, effectively minimizing delivery delays.

- Managed customer service tasks, including service calls, credit memos, and refunds, in compliance with company policies.

- Produced daily and monthly reports on team performance and Shopify orders, respectively, aiding in business analysis and accounting reconciliation.

- Achieved and maintained a customer service satisfaction rating of over 5 through exceptional service delivery.

- Implemented process improvements and developed

customer service macros, significantly enhancing

operational efficiency and response times.

- Played a key role in cross-functional team projects, contributing to the success of e-commerce initiatives. CoreLogic August 2015 - November 2018

Senior Client Service Representative (Rental Property Solutions)

- Consistently exceeded quality and performance

benchmarks, contributing to divisional success.

- Reduced the escalation queue by swiftly identifying and resolving client issues, improving service quality.

- Recognized as an All-Star Winner for exceptional performance in attendance, quality, and adherence to schedules.

- Led productivity initiatives, resulting in being the highest-performing team member and enhancing overall productivity.

- Promoted to the Rental Properties Department in

recognition of outstanding performance and significant contributions to client base expansion.

- Mentored new team members, leading to their

professional growth and promotion to leadership positions.

- Managed a variety of inbound calls, including technical support and specialized inquiries, enhancing client satisfaction and service delivery.

Education

- Northlake College, 2014-2018

- Tarrant County College, 2012-2014

- Lawrence D. Bell High School, Diploma, 2010

Skills & Abilities

- Proficient in e-commerce platforms (Shopify) and ERP systems (SAP)

- Expertise in customer service management tools

(Gorgias)

- Strong communication, problem-solving, and time

management skills

- Detail-oriented with the ability to multitask and prioritize effectively

- Team player with a talent for team building and

leadership

- Proficient in Microsoft Office Applications (Excel, Word, Teams)

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