At Callnovo, I supported the Baleaf account across customer service and e-commerce operations, progressing from Customer Service Representative to Team Leader.
As a Customer Service Representative, I handled customer inquiries across Zendesk, Amazon, TikTok Shop, Shopify, Facebook, and Instagram. I also managed marketplace feedback and created Amazon MCF orders while checking inventory.
I handled claims and disputes across Amazon, TikTok, Stripe, and Shopify. I also reviewed product listings and storefronts for catalog issues, and examined records to identify reimbursable quality issues.
As Team Leader, I coached agents, trained four new CSRs, and prepared Zendesk and TikTok performance reports. After a leadership transition, I trained the newly appointed Customer Service Manager on account workflows and coordinated with cross-functional teams on catalog and operational issues.
