Victoria Borngesser

Customer Service Lead (2018–2020)

• Built and scaled the customer service department from inception, hiring, training, and managing a team of four to support increasing order volume.
• Developed SOPs, workflows, escalation paths, and standardized communication templates that improved efficiency and customer satisfaction as the business grew.
• Partnered with warehouse operations and leadership to resolve complex order, inventory, and fulfillment issues and to prevent recurring customer problems.

Amazon Marketplace & SEO Specialist (2019–2022)

• Owned Amazon marketplace performance and drove organic search growth in a regulated category where paid advertising was not permitted.
• Conducted advanced keyword research and competitive analysis using Helium 10 to improve discoverability, ranking, and conversion.
• Wrote and optimized all listing content and variation structures and executed A/B testing on copy and imagery to improve click-through rate and listing performance.
• Maintained products within the top 100 of their categories and supported a best-selling SKU averaging 3,000+ units sold per month through continuous optimization.

Marketplace & Omnichannel Lead (2022–2024)

• Owned end-to-end marketplace operations across Amazon, Walmart, Faire, and Crowdship, managing the digital shelf for seven brands.
• Managed 4,000+ active listings across all marketplaces and expanded the catalog from 1,000 to 2,000+ SKUs by launching bundles and scaling top-performing products.
• Created and maintained A+ Content, storefront pages, and virtual catalogs, and partnered with design to standardize creative outputs through documented SOPs.
• Oversaw FBA warehouse prep operations and collaborated with IT to maintain marketplace integrations and execute ERP migrations across Fishbowl, NetSuite, and Microsoft Business Central.

• Supported nonprofit offering equine therapy for children with cancer and serious illnesses by assisting in therapeutic horseback riding sessions, ensuring participant safety and comfort, and providing emotional support in a sensitive environment for medically vulnerable children and families.
• Facilitated group activities fostering social skills and teamwork among campers, enhancing their interpersonal interactions.
• Helped with the day-to-day office operations.