Looking for a job

roshane ellis

@roshaneellis

SaaS Operations Manager at Toast, Toastfusion, & Current Trends, automating e-commerce workflows across Shopify, DSers, and AutoDS.

Jamaica

Message

At Sutherland Global Services (Amazon Program), I managed high-volume support tickets for Amazon and resolved customer and account issues involving access, billing, and system integrations. I maintained a 95%+ CSAT score and guided users through account configurations and self-service tools.

At Toast, Toastfusion, & Current Trends, I configured and maintained cloud software integrations, with 99.9% operational uptime. I also automated inventory and order data synchronization across DSers and AutoDS, and monitored conversion, feature utilization, and retention metrics.

Experience

Work history, roles, and key accomplishments

Current

SaaS & E-Commerce Operations Manager

Current

Toast, Toastfusion, & Current Trends

Aug 2024 - Present (2 years 2 months)

Configured and maintained cloud-based software suites including Shopify and payment gateways to ensure 99.9% uptime. Automated data synchronization across third-party SaaS applications and monitored retention metrics.

Shopify DSers AutoDS Payment Gateways SaaS Integration Workflow Automation Data Synchronization Analytics Customer Retention

Operations Lead & Logistics Coordinator

Commercial & Field Operations

Directed operational workflows and ensured safety compliance in high-pressure environments. Analyzed resource allocation and output data to meet project deadlines and operational standards.

Operations Management Logistics Resource Allocation Safety Compliance Team Communication

Customer Success & Technical Support Specialist

Sutherland Global Services

Managed high-volume ticket queues for Amazon, resolving complex technical issues and maintaining a 95% CSAT score. Guided users through onboarding and served as liaison between end-users and Tier-2 teams.