Amanda Santoyo

• Writes and maintains copy for Help Center, Q&A, and Solvvy* • Supervises Facebook Platform, Amazon Seller Platform(incl. international), and all EU contacts • Creatively works towards customer retention and loyalty • Audits US, EU, and AU ECOM site for navigation, functionality, product-to-image accuracies • Managing a team of 15 Problem Solvers, both in house and international • Directly works with Product Development to ensure the best customer-first purchasing experience • Web Analytics to find strongest consumer relationship strategies • Handles escalations for Customer Service

Primary Responsibilities • Customer Relations • Manage customer inquiries via phones, emails, and chats • Troubleshoot and resolve product issues and concerns (problem-solving) • Perfectly knowledgable in the thousands of SKUs and their product information Secondary Responsibilities • Assist with marketing initiatives and goals • Hand-packing and personalizing special orders for VIP customers