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I've run end-to-end Amazon and multi-channel operations for a US seller for 8 years — inventory, pricing, returns, reimbursements, and the reporting behind every decision. What I do: Reimbursement recovery — audit refunds against returns and inventory records, build claim worklists tracked against the 45–105 day filing window Inventory & replenishment — scored restock models weighting velocity, margin, ROI, and return-rate penalties Returns root-cause analysis — categorize buyer comments to separate real defects from compatibility and setup issues, then act on them Pricing & Buy Box — diagnose suppression, repricer conflicts, and margin leakage across 50+ SKUs Reporting dashboards — daily/weekly Excel packages built from raw exports, with KPI blocks, exception flags, and prioritized actions Case management — Seller Central escalations including suppressions, IP complaints, and abuse reports Results: Identified ~$14,900 in recoverable FBA reimbursements across 49 filable claims Recovered gross margin from ~18.5% to ~36% and cut ACOS from ~10% to ~4.3% in one month Reduced refund rate from ~31% to ~16% in one month Corrected a misstated P&L by reconciling two financial systems Tools: Seller Central, Sellerboard, SellerSnap, Helium 10, Keepa, AMZScout, SkuVault, Sellercloud, ChannelAdvisor, ShipStation, QuickBooks, Excel (Power Query, PivotTables), Google Sheets & Apps Script. BS Operations Management · Six Sigma Yellow Belt ·

With 20+ years of experience in the BPO, healthcare, and virtual assistance industry, I bring a strong combination of team leadership, operations management, client relationship management, appointment setting, quality assurance, and administrative support. I started my career in customer service and sales and progressed into roles such as Quality Analyst, Team Leader, Supervisor, Country Manager, and Operations/Virtual Assistant support. This experience has given me a deep understanding of both frontline operations and business management. If you're looking for someone with extensive BPO experience, strong leadership skills, excellent spreadsheet knowledge, and hands-on virtual assistance experience, I would be happy to support your business. What I Can Help You With: Team Management & Leadership – coaching, mentoring, performance monitoring, and team development Virtual Assistance & Administrative Support – data entry, reporting, scheduling, documentation, and daily operations Excel & Google Sheets – formulas, trackers, reports, scorecards, dashboards, data organization, and performance monitoring Appointment Setting & Scheduling – outbound calling, lead management, calendar coordination, and follow-ups Client Relationship Management – handling client concerns, maintaining communication, and ensuring client requirements are met Quality Assurance & Process Improvement – call monitoring, QA audits, coaching, root-cause analysis, and process improvement Healthcare/BPO Operations – extensive experience supporting healthcare campaigns and high-volume contact center operations Training & Coaching – onboarding, process training, performance coaching, and development programs

I am the CEO and Founder of Splace BPO, helping entrepreneurs, startups, and established companies scale efficiently through tailored outsourcing solutions that drive revenue, improve productivity, and reduce operational expenses. With a strong understanding of business operations and workforce management, I specialize in building outsourcing systems that are not only cost-effective but also sustainable and performance-driven. Outsourcing Solutions I Offer: - Fully Managed Outsourcing End-to-end team management, performance monitoring, and process optimization so you can focus on scaling your business. - Staffing Management Recruitment, onboarding, and workforce supervision tailored to your operational needs. - Seat Leasing Solutions Ready-to-deploy workspace and infrastructure for businesses needing reliable operational support. If you're looking for a strategic outsourcing partner who understands both operations and growth, let's connect. I’d be happy to discuss how we can build a solution tailored specifically for your business goals.

If you’re looking for a reliable, detail-oriented operations support professional who can keep workflows organized and processes on track, I’m ready to help. I bring over 14 years of experience managing complex, process-driven tasks in BPO and healthcare operations, including team management, training, process development, communications tracking, scheduling, onboarding, and documentation. I stay organized, follow procedures, and proactively address potential issues before they cause delays. With strong written communication skills, a positive and adaptable attitude, and more than 6 years of experience working independently in remote environments, I ensure tasks are completed accurately and on time. CORE SKILLS: Operations Support & Workflow Management Quality Assurance, Call Monitoring & Calibration Performance Coaching, QA Audits & KPI Analysis Process Training & New Hire Onboarding CRM, Tracker Management & Data Reporting Scheduling & Appointment Coordination Knowledge Base & Process Documentation Customer Service & Technical Support Service Desk & IT Support Operations TOOLS & SYSTEMS: Active Directory, AI Tools, AS/400, Avaya, BillIt, CareConnect360 CRM, Cisco AnyConnect, Citrix, Dialpad, Five9, GoToMeeting, Google Workspace, Intradiem, Mainframe, Microsoft 365, Omni, Oracle Identity Manager (OIM), OutreachIQ, Pretty Good Privacy (PGP), Remote Desktop Protocol (RDP), ServiceNow, VIP Manager & Self-Service Portal, VMware, Zoho Desk

Customer Service & Operations Expert | Remote Support & Virtual Assistance I help businesses deliver seamless customer experiences and efficient operations. With 8+ years in BPO and remote work, I’ve supported accounts like WellCare, Priceline, and currently manage a rental car business on Turo, handling customer messaging, reservations, claims, driver verification, and remote team workflows. I excel at: Phone, Chat & Email Support Escalation & Issue Management Team Leadership & Coaching Remote Operations & Virtual Assistance Customer Experience Optimization I’m dedicated to resolving issues quickly, improving workflows, and keeping customers happy. If you need a reliable professional to support your operations or enhance your customer service, I can help.

With over 7+ years in the field, I am the person you need to speak with about maintaining 5-star ratings in your business customer service department. I have managed customer service departments for multiple eCommerce websites, small and medium businesses for law firms, real estate firms, Doctors Office and more across the UK, Canada, USA, and Ireland, I offer consultation for Customer Service Technical Support Business Strategy CSR Department SetUp A-Z Over my years of experience, I have Expanded multiple eCommerce business departments from 1 agent to a team of 30+ agents working and being managed physically and maintaining efficiency. I have a modern office with 30+ current 24/7 support team that started from US and Canadian business hours. Please also see additional experiences below: -Monitored the telecommunications/chat and email system acting as the liaison between the company and the service provider and completed initial assessments of problems with desktop PCs and printers -Lead generation expert for managed livechat strategies especially in real estate industry. -A managed business based in Canada since 2019 up to present. -Revised and upgraded staff position descriptions and created needed support positions. -Created incentive programs for customer service departments I am an EXPERT in my field and I am the person you need to speak to about growing your customer service department.