labake jonathan

At Glassboxx, I support leading publishers including Simon & Schuster and Emerald Publishing across Shopify, WooCommerce, Magento, and TikTok Shop storefronts. I manage high-volume, multi-channel customer queries and complex order issues spanning refunds, payments, tracking, address corrections, and digital download defects.

I engineered standard operating procedures for Simon & Schuster US TikTok Shop support, helping increase shop health from 3.9 to 4.4. I also adapted to Glassboxx’s migration from Help Scout to Jira, using ticket workflows and reporting to improve account visibility, prioritisation, and issue resolution.

I work closely with technical support teams, publisher stakeholders, and logistics partners including Ingram US and Wiley to resolve supply-chain gaps and arrange replacements. I provide weekly and monthly performance reports for premier publisher accounts.

Earlier roles in sales coordination and administration strengthened my invoicing, client onboarding, shipment tracking, reporting, Microsoft NAV, and document-management skills. With a Master’s in Digital Publishing, I bring a practical understanding of publishing workflows, careful communication, and a genuine interest in storytelling.