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@faheimuser

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E-commerce operations specialist at ARCHIVE RESALE resolving marketplace escalations and improving return workflows.

United States

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At ARCHIVE RESALE, I own Tier 2 escalations across branded resale marketplaces, handling cases involving fulfillment, returns, refunds, payments, and policy exceptions. I investigate payment and order issues in Stripe and document evidence and follow-up in Zendesk.

I coordinate with outsourced support, brand teams, warehouses, carriers, and AptDeco to resolve delivery, pickup, damage, and shipment exceptions. I also delivered Kaizen training on return-label exceptions and developed procedural guidance, macros, and a Peloton workflow reference.

At BROOKLINEN, I maintained NetSuite e-commerce order transactions and fulfillment records, and partnered with Supply Chain and Customer Experience on shipping and warehouse exceptions. Process improvements I supported contributed to an 18% improvement in on-time fulfillment.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Archive Resale

Dec 2025 - Present (11 months)

Managed Tier 2 escalations across branded resale marketplaces, handling approximately 350 weekly cases involving order fulfillment, returns, refunds, payment issues, and policy exceptions. Coordinated with brand teams, warehouses, carriers, and AptDeco to resolve delivery, pickup, damage, and shipment exceptions.

Zendesk StreamChat Stripe AptDeco Escalation Management Customer Service Order Fulfilment Returns Refunds Payment Investigation Fraud Dispute Resolution Kaizen Training Macros Process Improvement CSAT First Reply Close Rate

Part-Time Client Advisor

On Running

Feb 2025 - Jul 2026 (1 year 5 months)

Delivered high-touch service through detailed product knowledge, customer issue resolution, and clear guidance on product benefits and fit. Supported inventory accuracy, order and POS transactions, merchandising, and daily retail operations while coordinating customer needs with store teammates.

Customer Service Product Knowledge POS Inventory Management Merchandising Retail Operations Team Coordination

Specialist - E-Commerce & Operations

Brooklinen

Feb 2022 - Mar 2025 (3 years 1 month)

Maintained NetSuite e-commerce order transactions, fulfillment records, and exception reporting to support accurate order status and operational visibility. Partnered with Supply Chain and Customer Experience to investigate shipping delays, order discrepancies, and warehouse-related fulfillment exceptions.