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genieenglish

Eugene vN

@genieenglish

Customer Support Specialist Ecommerce Founder and Operator

Afrique du Sud
Anglais, Afrikaans
Certaines informations sont présentées en anglais.
À propos de moi
10 years at the sharp end of customer support. Billing disputes, tax escalations, SLA pressure, high case volumes. AWS. Enterprise customers. The kind of environment where getting it wrong has real consequences. Strong in written communication, SOP ownership, and process improvement. Built training materials used by 100+ agents. Cut new-hire ramp time by a third. Reduced handle time by 15% without touching quality scores. These are not approximations. Commercially grounded from running a product business end-to-end. That changes how support problems get read and solved.... Plus d’infos

Compétences

g
genieenglish
Eugene vN
hors ligne • 

Voir mes services

Assistance client
I will deliver remote customer support for your online business
De40 $US / projetPlus de détails

Expérience professionnelle

Self_Employed

Founder and operator

Self Employed • Indépendant

Mar 2025 - Present • 1 yr 2 mos

• Launched 2 private-label products on Amazon. Owned every step: SEO, compliance, listing creation, supplier coordination, FBA issue resolution. • Negotiated supplier terms and custom packaging. Unit cost down 28.4%. Lead time cut to 2 weeks from purchase order to ready-to-ship. • Built SOPs for product research, supplier onboarding, QC checks, and listing compliance. Repeatable process. Fewer avoidable errors. • Resolved FBA inbound issues end-to-end, including label disputes, carton compliance failures, and check-in delays.

Amazon

Technical customer service agent (billing and tax specialist)

Amazon • Temps plein

Oct 2019 - Mar 2025 • 5 yrs 5 mos

• Enterprise billing and tax disputes, end-to-end. Investigation, documentation, customer communications. 100% audit compliance maintained throughout. • Priority cases cleared within 24 hours. 90% first-touch resolution, sustained across a complex, high-volume queue. • Streamlined SOPs and decision paths. Average handle time dropped 15%. Quality scores held. • Led global policy rollout for the team. Full adoption within 30 days. No exceptions, no stragglers. • Wrote and distributed weekly SOP bulletins to 100+ agents. Repeat queries dropped. Escalation consistency improved. • Co-ran onboarding bootcamps. Ramp time went from 6 weeks to 4. Structured walkthroughs, real cases, practical from day one. • Recovered revenue on high-value invoicing disputes. Prevented billing leakage for enterprise accounts.