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Skills

  • Client Issue Resolution
  • Customer Service
  • E Commerce
  • Management
  • Operations Management
  • Order Processing
  • Shopify
  • Supply Chain Management
  • Team Management
  • Workflow Management

Services

  • Shopify Ecommerce Operations

    $8/hr Starting at $1K Ongoing

    Dedicated Resource

    1. Customer Support Management Lead and mentor customer support teams Handle escalated inquiries and complex customer issues Create and enforce SOPs for consistent, high-quality responses Monitor CSR...

    Client Issue ResolutionCustomer ServiceE CommerceManagementOperations Management

About

Optimizing Shopify stores with seamless support, order fulfillment, and dispute management

Hi, I’m Lana, a Customer Service and Operations professional specializing in Shopify ecommerce and dropshipping stores. With over 3 years of BPO customer service experience and more than 2 years managing ecommerce operations, I help businesses streamline processes, reduce chargebacks, and deliver exceptional customer experiences.

I’ve led teams of CSRs, mentored and trained staff, and created SOPs to ensure consistent, high-quality service. I manage order fulfillment, shipment issues, and supplier coordination, making sure products reach customers on time and issues are resolved quickly. I also handle chargebacks and disputes on Shopify, Stripe, and PayPal, protecting revenue and reducing losses.

I focus on identifying gaps in workflows and implementing solutions that improve efficiency, team performance, and customer satisfaction. By monitoring key metrics and maintaining clear processes, I ensure smooth store operations while supporting business growth.

If you’re looking for someone who can manage your Shopify store’s operations, oversee your customer support, and ensure your backend processes are running flawlessly, I can help. My goal is simple: make your store more efficient, your team more effective, and your customers happier.

Work Terms

Work Terms

Availability: I am available Monday to Saturday, with flexibility on Sundays depending on business needs.

Communication: I prefer updates via WhatsApp, Slack, or any other preferred collaboration platform, ensuring timely and clear responses.

Payment Terms: I work on a per-project or hourly basis. Payments are scheduled weekly or bi-weekly, depending on the agreement, and can be made via Wise.

Collaboration: I provide regular updates on KPIs, orders, disputes, and team performance. Transparency and proactive communication are maintained throughout our engagement.

Expectations: I focus on efficiency, accuracy, and high-quality customer support while ensuring smooth backend operations for your Shopify store.

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