Rica brings 7+ years of hands-on e-commerce operations experience across order management, customer service, and purchasing, with a focus on high-volume, dropship, and B2B/B2C fulfillment.
She has operated in furniture/home goods verticals through Kathy Kuo Home, Renegade Furniture, and Kindred Bravely, and supported hybrid roles that included fraud-checking, shipment booking, and vendor coordination.
**Career Gap Note (Q1 2025): **Her last role was phased out as the company shifted to automation, and she chose to pause after being floated by her agency. During this time she took several months off to support her family through bereavement.
Skill note: Rica does not have TikTok Shop experience but is confident with Shopify, ShipStation, Netsuite, Salesforce, Gorgias, and can quickly adapt to new seller platforms.
She is fully available now after a personal break, and motivated to get back to a high-volume operations seat.

“At Kathy Kuo Home, Rica independently owned 80–150 orders a day end-to-end, from fraud-checking to shipment booking, helping recover costs on returns with an open-box resale program she helped design.” (Timestamp: 10:16)
Rica Luna
abugricamae95@gmail.com 
Interview recording
Candidate Overview & Highlights

• 7+ years in Order Management / Customer Support / Purchasing

• Focused on e-commerce (furniture, home goods, apparel) across B2C/D2C and B2B

• Managed/Processed 80–150 daily orders, covering intake, fraud review, shipment booking, tracking, and issue resolution

• Coordinates end-to-end:

  • Order intake & validation: verifies orders from Shopify/manual channels, fraud-checks, confirms pricing and inventory

  • Release & fulfillment: books shipments via ShipStation, schedules pickups, tracks status, resolves issues

  • Returns & credits: manages vendor returns, processes refunds/credits

  • Escalations & documentation: handles priority complaints, updates SOPs, and standardizes comms

• Notable Accomplishments

  • Developed and implemented fraud detection measures (address, billing checks, domain screening), reducing chargebacks and improving order quality

  • Created vendor SOPs that standardized communication and reduced errors, adopted company-wide

  • Proposed and launched an “open-box” resale program, converting returned/damaged goods into revenue

• Tools: Shopify, Netsuite, Salesforce, ShipStation, Gorgias, Asana, Excel

• No direct TikTok Shop experience, but confident adapting given strong e-commerce stack

• Schedule: prefers Mon–Fri, open to 1–3 hours weekends if urgent

• Previous Rate: $8/hr

• Asking Rate: $9/hr

• Start Date: Immediate

• Culture fit Qs / References: in progress
  Employment History & Reason for Leaving

1. Pittsburgh Spray Equipment (2023–2024, Purchasing Specialist, part-time initially then full-time): role phased out due to automation; Rica was floated by her agency afterward but chose to pause for personal family matters

2. Kathy Kuo Home (2019–2021, Order Management Specialist, full-time): left after company transitioned order workflows to AI and restructured team

3. Eastvantage / Kindred Bravely (2021–2022, Customer Care, flexible hours, output based): ended due to client account restructure; Rica balanced this flexibly alongside other commitments

4. Renegade Furniture (2017–2019, Order Support, full-time): left for broader growth opportunities in e-commerce

5. Other CS/Admin roles (2015–2017, on-site): foundation building in customer support and admin functions