Open to opportunities

Marlon L

@marlonl

Operations & Administration leader improving e-commerce support workflows, SLA/KPI performance, and customer service consistency.

United Arab Emirates

Message

What I'm looking for

I’m looking for UK, US, or global remote opportunities where I can lead operations and customer support, build CRM/ticket workflows, maintain SLA/KPI performance, and improve end-to-end e-commerce processes with distributed teams.

I’m an Operations and Administration professional with 17+ years of experience across customer service, business operations, e-commerce support, and B2B sales coordination. I focus on end-to-end operational workflows—order processing, customer administration, reporting, and process improvement—in fast-paced international environments.

In my recent remote consulting work, I’ve supported SME, startup, and growing business clients by setting up CRM workflows, ticketing systems, and structured reporting processes to enable scalable operations. I also coordinate sales operations (lead tracking, customer communication, and order follow-ups) and manage cross-functional tasks across distributed teams across multiple time zones.

Earlier, as Manager – Operations & Administration (E-commerce & Customer Support), I led order processing, fulfillment, customer support, import/export coordination, and logistics communication, while monitoring KPIs like CSAT, order accuracy, and response time. Before that, I led large-scale customer service operations, ensuring SLA compliance, quality monitoring, and reporting—handling 10,000+ monthly customer interactions with consistent service quality.

Experience

Work history, roles, and key accomplishments

Current

Independent Consultant

Current

People Hive HR Consultancies LLC

Sep 2025 - Present (7 months)

Provided remote operations and administration support for SME and startup clients, setting up CRM workflows, ticketing systems, and structured reporting to scale operations. Improved workflow visibility and customer response consistency through organized ticket handling, SLA tracking, and CRM optimization.

Operations & Administration Customer Service Support Ticketing Systems Sales Coordination Process Improvement

Operations & Administration Manager

Klug Educational Toys and Play

Jul 2020 - Oct 2025 (5 years 3 months)

Managed end-to-end e-commerce operations, including order processing, fulfillment, and customer support, while coordinating import/export documentation and logistics communication. Monitored CSAT and operational KPIs, handling inquiries, complaints, returns, and refunds to improve efficiency and delivery performance.

E Commerce Operations Order Processing Customer Support Logistics Coordination KPI Monitoring (CSAT)Process Improvement

Corporate Account Manager

Sharaf DG LLC - DG Business

Jul 2017 - Jun 2020 (2 years 11 months)

Led B2B account operations and sales administration, managing quotation preparation, order processing, invoicing coordination, and delivery tracking. Maintained accurate client order documentation through structured follow-ups and cross-team coordination across logistics, procurement, and pricing.

Sales Administration Invoicing Client Communication

Operations Manager

Concentrix Services Corporation

Sep 2007 - Mar 2017 (9 years 6 months)

Managed large-scale customer service operations (email, chat, voice) supporting global clients including Google, AT&T, and PayPal. Ensured SLA compliance and quality through reporting, workforce coordination, escalations, and KPI tracking for 10,000+ monthly customer interactions.

Customer Service Operations SLA Escalation Management KPI Tracking performance reporting