Ruth Matthew

I’m a startup operations and customer systems operator with 7+ years of experience building workflows, improving execution systems, and coordinating cross-functional operations in fast-moving environments. I’m known for operational ownership, executing without heavy direction, and maintaining consistency even when priorities shift.

As Founder & Customer Operations Lead at Davella Naturals, I built end-to-end customer operations systems for a direct-to-consumer e-commerce business. I designed structured workflows for customer communication, fulfillment coordination, issue resolution, and post-purchase engagement, and created 20+ SOPs covering execution, support handling, refunds, fulfillment updates, and vendor coordination.

I implemented operational tracking systems using HubSpot CRM and ClickUp to improve visibility across customer lifecycle stages and execution workflows. Through escalation redesign and workflow improvements, I reduced recurring customer complaints by 75%, coordinated across fulfillment/marketing/logistics/external vendors to resolve bottlenecks, and maintained service continuity during operational and financial pressure.