Description

I'm a Dutch-native customer operations specialist with 4+ years of experience delivering high-quality support across e-commerce, logistics, and SaaS environments — and a sharp eye for the systemic failures that most people mistake for one-off tickets.

My real value isn't handling volume. It's noticing when a process is broken and documenting exactly why, where, and how to fix it. In my most recent project I independently identified a data integrity gap causing 14+ day refund delays, diagnosed a self-return automation failure leaving customers unresolved for 1–2 months, and mapped a cross-system breakdown in a partner defect-returns workflow — all while maintaining senior-level quality ratings on a high-volume support queue.

I work fully remote, communicate fluently in Dutch and English, and operate best in text-based async environments where precision and accountability matter. I'm currently expanding into workflow automation (Make.com) and process improvement methodology (Lean Six Sigma, Q2 2026).

If you need someone who can run your customer operations reliably and tell you what's actually broken — I'm your person.

Languages

English
Native or bilingual
Dutch
Native or bilingual
Turkish
Fluent

Workplace preferences

Remote only

Primarily works remotely

E-commerce platform — Consumer Electronics (via OnePilot)
Senior Customer Support Lead & Operations Analyst
E-COMMERCE
January 2024 - Today (2 years and 5 months)
Arnhem, Netherlands
• • Led customer support operations for a major Dutch/Belgian consumer electronics e-commerce platform, handling complex cases across returns, refunds, logistics, and partner escalations.
• • Independently identified a critical data integrity gap in the integration between the e-commerce platform and a logistics partner, causing 14+ day refund latency. Documented root cause and proposed a trigger-based automation solution projected to reduce refund-related tickets by 70%.
• • Diagnosed a systemic failure in the self-return automation workflow where orders stalled at "Return Delivered" RMA status without triggering refund processing, leaving customers without resolution for 1–2 months.
• • Mapped a cross-system breakdown in a partner defect-returns process: authorization emails routed to an unmonitored internal inbox, and B2B partner documentation sent directly to consumers without reformatting. Proposed Make.com automation for email routing and a branded customer-facing return template.
• • Identified recurring delayed-order communication failure: automated delay notifications sent to customers but no corresponding ticket created for proactive CS follow-up. Designed a three-step proactive automation workflow including auto-generated tickets, automated partner ETA inquiries, and escalation triggers.
• • Maintained a structured Operations Problem Log documenting systemic issues with root cause analysis, stakeholder impact mapping, and proposed solutions using DMAIC methodology across multiple partner ecosystems and RMA platforms.
Operations Analysis Customer Support Customer Operations Business Operations Process Management
OnePilot
Freelance Customer Support Specialist
E-COMMERCE
January 2022 - Today (4 years and 5 months)
Arnhem, Netherlands
• • Provided multilingual (Dutch/English) customer support across multiple client projects in e-commerce, logistics, and SaaS environments.
• • Consistently achieved highest quality ratings, earning senior-level project assignments and team leadership responsibilities.
• • Managed high-volume ticket queues via Dixa, email, and chat while maintaining rapid response times and resolution quality.
• • Trained and onboarded new agents on client-specific workflows, escalation procedures, and standard operating procedures (SOPs).
Customer Support Quality Management Customer Operations Operations Analysis Business Operations
Structured Balance
Remote Operations & Administrative Specialist
RESTAURANTS AND FOOD SERVICE
January 2023 - Today (3 years and 5 months)
Arnhem, Netherlands
• • Supported operations for healthcare companies through comprehensive virtual administrative services, managing workflows, documentation, and process coordination.
• • Streamlined digital document management by transitioning organizations from physical to digital systems, reducing paper usage and improving retrieval efficiency.
Business Operations Process Management Operations Analysis