Customer service & E-commerce operations for ZCRAVE

Led end-to-end customer support and optimized e-commerce operations for ZCRAVE, significantly enhancing customer satisfaction, streamlining logistics, and driving sales to exceed $2.1 million in 2024.

Client’s Challenge: ZCRAVE was experiencing multiple operational challenges, including delayed customer responses, slow refunds, unattended complaints, and inefficiencies in fulfillment and shipping. These issues were not only impacting sales but also eroding customer trust and damaging the brand’s reputation. The client needed an all-encompassing solution to revamp customer support and streamline backend operations effectively.

My Role and Responsibilities: Initially, my primary role was to manage customer support through live chat, email, phone, and social media. My focus was on providing timely responses, resolving issues efficiently, and improving customer satisfaction. Over time, I was promoted to Senior Manager, where I expanded my responsibilities to include overseeing all aspects of operations such as fulfillment, shipping, supplier relations, and logistics. I utilized tools like ShipStation for shipping automation, Shopify for order management, and Zendesk for customer support to ensure a seamless and efficient workflow.

Dedicated Support Team: Established a dedicated customer support team trained to handle inquiries swiftly and professionally, significantly reducing response times.

Automation: Created and deployed automated workflows for order processing, fulfillment, shipping, and returns, minimizing manual tasks and reducing errors.

Operational Enhancements: Improved supplier coordination and logistics management to minimize delays and ensure timely deliveries.

Knowledge Base and Training: Created a comprehensive knowledge base and conducted regular training for the support team to ensure consistent and accurate responses.

Revenue Growth: Achieved sales exceeding $2.1 million in 2024.

Enhanced Customer Satisfaction: Reduced average response time significantly, leading to higher customer satisfaction scores.

Operational Efficiency: Streamlined fulfillment and shipping processes, reducing order processing times by 30%.

Client Feedback: Received positive feedback highlighting improved efficiency, customer service excellence, and smoother operations.

20% increase in repeat purchases.

30% reduction in order processing times.

95% customer satisfaction score based on feedback and reviews.

This project for ZCRAVE involved a comprehensive overhaul of customer support and backend operations, resulting in enhanced customer satisfaction, streamlined processes, and a significant boost in sales. By implementing automation, dedicated support, and targeted strategies, the business achieved over $2.1 million in sales in 2024, setting a strong foundation for sustained growth.