Rising

Etsy Operations Specialist & Customer Support Manager

Jun 2024 - Present • 2 yrs 1 mo

Managed Etsy boutique store operations and customer support for wedding favors and jewelry products. Handled Chinese and English buyer messages across high-frequency after-sales scenarios, including shipping inquiries, order exceptions, refunds, resends, customization confirmations, review prevention, and case-risk control. Organized customer support SOPs, issue categories, response paths, and communication templates to support stable service during peak periods. Helped maintain four Etsy stores with Star Seller status by improving response speed, on-time shipping follow-up, case control, review prevention, and buyer satisfaction. Participated in product selection, sampling communication, photo planning, and listing asset preparation. Created and optimized listing visuals such as main images, detail images, size charts, gift instruction images, selling point graphics, and brand visuals using Canva and Photoshop. This experience gave me a strong understanding of real e-commerce workflows, buyer expectations, listing conversion, product visuals, and customer support processes.

AI Workflow Builder & E-commerce AI Specialist

Jun 2024 - Present • 2 yrs 1 mo

Designed practical AI workflows for e-commerce content production, product listing preparation, customer support, and knowledge management. Built an AIGC product image workflow for cross-border e-commerce sellers, covering product image upload, reference image matching, prompt generation, batch image creation, quality review, and final asset export. The workflow helped reduce the time from product image preparation to listing-ready assets from several days to within one day. Designed an Etsy customer support copilot concept for common after-sales scenarios, including order tracking, delivered-but-not-received cases, damaged or defective products, customization requests, refund and resend decisions, and review-risk prevention. The system structure included intent classification, risk level, required order information, recommended actions, restricted actions, English reply drafts, human review rules, and knowledge base planning. Also designed a high-trust RAG workflow for document extraction and knowledge organization, using syllabus parsing, source document chunking, retrieval, controlled LLM extraction, exact-match verification, and human review to reduce hallucination risk. My focus is turning real business problems into structured AI workflows that are useful, testable, and easy to operate.

Amazon Marketplace Operations Specialist

Feb 2023 - Jun 2024 • 1 yr 4 mos

Worked on Amazon US marketplace operations for fashion products, with responsibilities covering new product launch, listing creation, keyword optimization, market research, competitor analysis, pricing, advertising structure, inventory follow-up, and sales data analysis. Completed new product listing writing, upload, and basic advertising setup within two weeks after joining a new business unit, helping products achieve early sales traction. Analyzed sales data, advertising performance, keyword results, and conversion data to improve promotion efficiency. Helped reduce ACOS from around 100%-110% to 50%-60%, and reduced advertising cost ratio from around 80%-90% to 30%-40%. Optimized listing content, keywords, and promotion strategy based on competitor research and marketplace data, helping product conversion rate approach nearly three times the parent category average. This role strengthened my ability to connect product positioning, listing content, visual presentation, advertising data, and business outcomes.