Eri M

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.