Provide timely assistance to customers regarding e-commerce issues through Zendesk ticketing system, handling an average of 30+ tickets per day across various customer support channels (phone, email, and chat). Collaborate cross-functionally with product and logistics teams to resolve technical and shipping issues, ensuring smooth customer experiences and high satisfaction levels. Assist customers in troubleshooting technical issues with Onewheel products, coordinating returns and warranty claims through Zendesk’s RMA system. Engage with customers to identify pain points and drive product improvements by analyzing ticket trends and customer feedback. Utilize Zendesk’s reporting tools to monitor performance metrics, track KPIs, and identify areas for process optimization.

Led audits and process improvement initiatives to reduce risk, contributing to a 75% reduction in platform risk and a 45% reduction in errors. Managed multiple concurrent projects, from root cause analysis to corrective action plans, ensuring deadlines were met and communication with teams remained clear and concise. Acted as a project manager, coordinating across departments to implement error mitigation strategies and ensuring the smooth delivery of key initiatives. Developed training materials and led sessions, showcasing a high level of organizational skills and an ability to manage various tasks simultaneously.

Coordinated the review and management of 100+ brand-creator partnerships and handled over 100 project briefs weekly, managing multiple tasks at once. Used high-level project management tools to track workflows and ensure timely completion of reports and communications for upper management. Communicated effectively with internal teams and clients, adapting to changing priorities and customer needs to deliver consistent results. Applied professional written and verbal communication skills to create presentations and status reports for stakeholders.