Executive Profile
Results-driven E-commerce Operations Director and Turnaround Specialist with a proven track record of rescuing struggling dropshipping brands, scaling support teams, and shielding merchant accounts from high-risk chargebacks. Expert in architecting end-to-end customer experience (CX) workflows, deploying fraud firewalls (RDR/Ethoca), and engineering retention strategies that extend customer lifecycles. Adept at transforming chaotic customer support environments into standardized, high-performing operational centers that allow brand owners to focus entirely on marketing and growth.
Core Competencies
- E-commerce Operations: Shopify Admin, Order Fulfillment, CX Workflow Architecture, Subscription & Retention Management, Dropshipping Logistics.
- Technical Infrastructure: RingCentral PBX, VoIP/SIP, TCR Registration, A2P SMS Compliance.
- Customer Operations: Support workflows, dispute handling, escalation management, SOP development, and team coordination.
- Tech Stack: Shopify, Gorgias, Reamaze, Freshdesk, CheckoutChamp, Seal Subscriptions, Disputifier, CallHippo (Voice Ops), Google Workspace.
Professional Experience
Technical Support Engineer
- VoIP Operations: Administer cloud PBX environments, including users, numbers, call flows, queues, voicemail, voice applications, and call recording.
- Advanced Troubleshooting: Diagnose SIP registration, RTP audio, call quality, routing, provisioning, NAT, firewall, and carrier issues.
- Device Provisioning: Configure and support Yealink, Poly, Grandstream, Cisco, and other SIP endpoints across customer networks.
- Carrier & Compliance: Coordinate number porting, escalations, SMS delivery, and A2P 10DLC registration.
E-commerce Turnaround Expert (Contract)
- Crisis Management: Brought in as a specialized consultant to rescue a high-risk store facing a massive multi-channel ticket backlog and an imminent merchant account ban due to extreme chargeback ratios.
- Rapid Stabilization: Cleared the entire ticket backlog within weeks and successfully plummeted chargeback rates from 0.9% to <0.5% by deploying aggressive, pre-emptive de-escalation strategies.
- CRM & Voice Optimization: Overhauled the brand's Reamaze CRM infrastructure. Configured and launched a CallHippo phone system for a new voice support channel, fully calibrating and training the existing team prior to handoff.
Operations Setup Specialist (Contract)
- Infrastructure Architect: Built the complete operational support package from scratch for a new brand launch, including full Gorgias CRM setup, tagging automation, and CheckoutChamp subscription email flows.
- Fraud Defense Integration: Integrated Disputifier (RDR/Ethoca) firewalls and configured manual payment capture systems within Shopify to flag and prevent high-risk orders at the checkout level.
- Process Creation: Drafted comprehensive SOPs covering customer service protocols, dispute management, and supplier interaction. Built macro-enabled Master Trackers to handle complex 180-day return logistics.
Technical Support Engineer 1
- Compliance Specialist: Managed TCR registration for A2P SMS campaigns, ensuring clients adhere to strict messaging regulations—a critical skill for e-commerce SMS marketing.
- System Architecture: Designed complex call flows, IVR auto-attendants, and phone number pooling for enterprise clients scaling their support operations.
Loyalty / Sales Agent
- Retention Strategy: Specialized in high-stakes customer retention, using negotiation and empathy to de-escalate cancellation requests.
- Performance: Consistently ranked in the top tier for saving accounts and upselling value-added services.
Senior Technical Support Representative
- Advanced Diagnostics: Provided Tier 2 technical support for hardware and software issues, serving as a subject matter expert for junior agents.
- One of the Team of Experts: Selected for the specialized "Team of Experts" to handle escalated and complex cases.
Education
Bachelor of Science in Mechanical Engineering
Certifications & Training
- RingCentral: PBX Configuration, Mobile/Deskphone Setup, Phone Settings & Admin.
- Technical: TCR Registration & A2P SMS Compliance, VoIP/SIP Technology.
Portfolio
- Visual Proof: View live examples of my workflows, dispute wins, and SOPs at: adriancunanan.site