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Customer Support Team Leadership, QA, and SOP Development
Built and managed support teams for ecommerce brands by creating SOPs, coaching agents, improving QA, and strengthening consistency across daily operations. Focused on reliability, accountability, and scalable support processes.
The network for creativity
Join 1.25M professional creatives like you
Connect with clients, get discovered, and run your business 100% commission-free
Creatives on Contra have earned over $150M and we are just getting started
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Redesigned a support inbox this week. 159 tickets in there, but
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Recent eCommerce Optimization Work
I recently worked on an eCommerce website where the main goal was to improve the overall shopping experience and make it easier for visitors to move from browsing to purchasing.
The Problem
The store had a cluttered layout, unclear calls-to-action, weak product presentation, and a confusing navigation flow. These issues made it harder for visitors to find products and confidently take the next step.
The Solution
I optimized the website structure and customer journey by improving the layout, product presentation, navigation, calls-to-action, trust elements, and overall user experience. The goal was to create a cleaner and more intuitive shopping experience with fewer barriers between the customer and checkout.
What I worked on
eCommerce UX optimization
Product page improvements
Homepage structure
Call-to-action placement
Navigation and user flow
Trust elements
Mobile experience
Conversion-focused design
Result
The store now has a cleaner, more organized shopping experience that makes it easier for visitors to understand the products, navigate the store, and take purchasing actions.
Customer Support Playbook & Multi-Channel Communication (FR/EN)
