Eri M
@erim
Operations agent and team lead who scales customer support and digital workflows with AI automation.
What I'm looking for
I’m a tech-savvy operations and customer support professional with 10+ years of experience in high-volume service environments and digital business operations. I blend customer-facing execution with backend systems work—handling websites, automation, AI-assisted workflows, and scalable digital operations.
In my current role as an Operations Agent / Acting Team Lead, I manage inquiries across chat, email, phone, and SMS while troubleshooting technical, account, order, refund, and transactional issues. I document and route cases in Salesforce, Zendesk, Gladly, and Jira, and I support e-commerce fulfillment workflows using Shopify, Fulfil, and ShipHero.
Earlier, I supported 250+ clients as a VA / Customer Support / Digital Operations Manager, building websites and AI-driven automations that improved consistency and reduced manual work. I’ve also led operational and compliance-heavy work as an Office Manager / HR Manager / Bookkeeper, supporting 40+ employees and managing a $600,000+ contract portfolio—while improving organization and client support processes that contributed to a 20% sales increase.
Experience
Work history, roles, and key accomplishments
VA / Customer Support
Independent
Apr 2020 - Feb 2024 (3 years 10 months)
Supported 250+ clients with customer support, scheduling, inbox management, research, data entry, and backend digital operations. Built and maintained websites and online business workflows, using AI tools and automation to streamline admin work, improve consistency, and reduce manual effort.
Education
Degrees, certifications, and relevant coursework
Albania Trade School
Diploma in Business Analytics & Accounting, Business Analytics & Accounting
Earned a Diploma in Business Analytics & Accounting from Albania Trade School.
Google Data Analytics Professional Certificate, Data Analytics
Completed the Google Data Analytics Professional Certificate.
Intuit
Intuit Bookkeeping Certification, Bookkeeping
Completed the Intuit Bookkeeping Certification.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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