Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cindy Nguyen

Toronto,ON

Summary

E-Commerce & Customer Experience Operations Manager with 11+ years of experience leading Shopify Plus operations, customer lifecycle systems, and training program management across education, retail, hospitality, and digital commerce environments. Oversees multi-store operations supporting 100,000+ customers and 1,000+ SKUs across domestic and international markets. Experienced in managing end-to-end workflows including onboarding, fulfillment, payments, logistics, scheduling, stakeholder coordination, and team engagement. Recognized for improving operational efficiency, strengthening cross-functional alignment, and fostering positive team culture in high-volume environments.

Overview

12
12
years of professional experience

Work History

Operations & Training Program Manager

LLBA Learning Academy
Etobicoke, Ontario
09.2023 - Current
  • Direct end-to-end operations for professional certification and training programs including online courses and in-person workshops
  • Lead full client lifecycle including onboarding, enrollment, progress tracking, and certification completion
  • Coordinate scheduling between students, instructors, and professional trainers to ensure seamless program delivery
  • Administer website and program platform updates including course listings, scheduling, and program requirements
  • Handle financial operations including invoicing, payment schedules, transaction tracking, and reconciliation
  • Organize training logistics including venue coordination, session planning, and operational setup
  • Maintain structured program systems including student records, attendance tracking, and certification documentation
  • Facilitate communication across students, trainers, and internal teams to support consistent delivery
  • Support continuous improvement of training workflows, systems, and program operations

E-Commerce Operations, Customer Experience Manager

Curacoro
Etobicoke, Ontario
08.2023 - Current
  • Direct Shopify Plus operations across 3 storefronts supporting 100,000+ customers globally and 1,000+ SKUs
  • Lead end-to-end order lifecycle management including processing, fulfillment, shipping, tracking, and delivery coordination
  • Coordinate customer experience across email, phone, chat, and digital support channels to ensure consistent service quality
  • Resolve escalated cases including refunds, disputes, chargebacks, and shipping claims with a focus on retention and resolution
  • Administer multi-platform payment systems including PayPal, Afterpay, Sezzle, e-transfers, and cash transactions
  • Handle financial accuracy through POS systems, reconciliation processes, and transaction tracking systems
  • Organize international logistics including customs documentation, carrier coordination, and cross-border shipping workflows
  • Track key performance indicators including fulfillment accuracy, delivery timelines, and customer satisfaction metrics
  • Facilitate quarterly business review meetings with global partners to align operational performance, KPIs, and fulfillment strategy across international markets
  • Improve operational workflows across customer service and fulfillment systems to enhance efficiency, scalability, and customer experience
  • Foster team engagement and a collaborative work environment by supporting communication practices, alignment, and operational morale

Operations & Administrative Coordinator

RNB Radar
01.2021 - 01.2025
  • Coordinated editorial scheduling, content calendars, and cross-team communication for a digital music and media platform
  • Organized workflow systems supporting content planning, publishing cycles, and creative production timelines
  • Processed payments via PayPal and bank transfers with reconciliation and financial tracking support
  • Managed invoicing systems, deposits, and financial records for digital operations and partnerships
  • Facilitated communication between artists, contributors, and internal teams across email and phone channels
  • Supported execution of digital content operations including campaign rollouts, publishing coordination, and administrative workflows

Customer Experience & Operations Manager

Calii Love Co. & Love Kind Inc.
08.2016 - 08.2023
  • Managed front-line customer service operations in fast-paced hospitality and retail environments, including POS transactions, invoicing, and cash handling
  • Scheduled staff and coordinated daily operational workflows to ensure smooth service delivery
  • Trained, mentored, and onboarded team members on customer service standards, communication, and operational procedures
  • Conducted quarterly performance reviews, feedback sessions, and employee development check-ins
  • Handled customer inquiries, complaints, and service recovery with a focus on professionalism and resolution
  • Maintained operational records and supported administrative processes including documentation and reporting
  • Built strong customer relationships and ensured consistent service quality and team performance standards
  • Supported community initiatives and brand activations, including participation in nonprofit fundraising events and collaborations involving external partners such as SickKids Foundation, Nike, and Adidas

Franchise Manager, Operations Lead

Freshii
03.2014 - 06.2016
  • Directed daily operations including scheduling, workflow coordination, and service execution
  • Trained staff on operational procedures and customer service standards
  • Managed customer service and issue resolution in high-volume environments
  • Processed payments and completed daily financial reconciliation including bank deposits
  • Improved store performance through operational efficiency initiatives

Education

Secondary School Diploma -

Northern Secondary School
Toronto, Ontario
06.2014

Skills

  • Shopify Plus Operations
  • E-Commerce Customer Experience
  • Order Lifecycle & Fulfillment Management
  • Logistics & Cross-Border Shipping
  • Payment Processing & Financial Reconciliation
  • Escalations (Refunds, Chargebacks, Disputes)
  • Multi-Store Operations
  • KPI Tracking & Operational Reporting
  • CRM & Workflow Management
  • Customer Onboarding & Training Program Operations
  • Cross-Functional Stakeholder Management
  • Team Leadership & Engagement
  • Microsoft Office Suite & Google Workspace

Accomplishments

Literacy Award - Excellence in Reading and Writing

Timeline

Operations & Training Program Manager

LLBA Learning Academy
09.2023 - Current

E-Commerce Operations, Customer Experience Manager

Curacoro
08.2023 - Current

Operations & Administrative Coordinator

RNB Radar
01.2021 - 01.2025

Customer Experience & Operations Manager

Calii Love Co. & Love Kind Inc.
08.2016 - 08.2023

Franchise Manager, Operations Lead

Freshii
03.2014 - 06.2016

Secondary School Diploma -

Northern Secondary School
Cindy Nguyen