Open to opportunities

Patricia Ayala

@patriciaayala

Message

I manage high-volume e-commerce orders, customer issues, and fulfillment coordination across international brands.

Mexico

Message

What I'm looking for

I'm looking for a remote operations, e-commerce, customer experience, or quality assurance role where I can improve processes, resolve customer and order issues, coordinate across teams, and contribute in a high-volume international environment.

At Tenengroup, I support end-to-end order operations for five international e-commerce brands in jewelry, fashion, and home. I resolve order issues, cancellations, exchanges, coupon requests, address validation, and fulfillment exceptions in a high-volume remote environment.

I've maintained a 90% First-Touch Resolution rate and 89.9% Customer Satisfaction while exceeding productivity targets through Kustomer, Order Management Systems, and 15+ personalized response templates. I coordinate closely with Production and Fulfillment teams to correct stuck orders and Stop-in-Production cases.

My background also includes AI quality assurance at Outlier and Remotasks, sales operations at GRUMA, and supervising field sales teams of up to 30 representatives at Axtel. I bring 20+ years of experience across customer service, operations, process coordination, account management, and bilingual communication in Spanish and English.

Experience

Work history, roles, and key accomplishments

Current

E-commerce Operations Specialist

Current

Tenengroup Ltd.

Oct 2024 - Present (1 year 10 months)

Manage end-to-end order operations for 5 international e-commerce brands, handling 30-50 tickets/day during low season and 80-100 during peak periods. Maintain a 90% First-Touch Resolution rate and 89.9% Customer Satisfaction while exceeding productivity targets.

Kustomer Customer Service Issue Resolution Fulfillment Coordination Process Improvement Ticket Management Cross functional Coordination