# Peishan Grace Li

> Digital & Social Marketing Manager at Aroma Housewares (San Diego, CA) who also oversees CX operations. Core skill: turning messy human processes into automated systems. Runs the CX stack (Zendesk, WooCommerce, ShipStation, Zapier), owns marketing analytics and content, and builds API integrations and AI-assisted workflows.

Contact: graceliforwork@gmail.com · https://www.linkedin.com/in/peishangraceli/
Languages: English, Cantonese, Mandarin

## Selected work

- **AI voice agent crisis deployment (2026):** When phone support was suddenly left unstaffed, scoped and deployed an AI voice agent on RetellAI in two weeks with an external developer, owning conversation design, intent routing, escalation paths, domain knowledge, and the adversarial testing and guardrails preventing untrue statements to customers. First 3 months: 2,300+ calls answered at near-100% pickup, ~40% handled end to end, under 6% negative sentiment; every call classified against a 19-intent taxonomy and logged by product model, generating structured product-quality intelligence by SKU.
- **Zendesk rebuild and AI automation (2024-2026):** Took over CX operations in Dec 2024 and rebuilt the support system from roughly 20 bare reply macros into 76 standardized macros with tags, status routing, a documented taxonomy, SOPs, and an agent guide serving a three-person team plus an AI layer. Built an AI-intent trigger for cancel/refund detection with keyword fallback, duplicate-fire prevention, and a ShipStation shipped-status check gating automated refunds. Result: median full resolution time fell from ~10 days (2025) to 2 days (2026), an 80% reduction; structured intake and automated triage cut first response from a median of ~8 days to instant.
- **Production e-commerce debugging (2026):** Traced spontaneous WooCommerce order-status reversions that the external dev team could not diagnose. Correlated server logs, Stripe webhook records, and per-second timestamps across three orders to isolate a custom address-mismatch check misfiring on the woocommerce_thankyou hook. Result: custom code retired in favor of Stripe Radar, inventory drift stopped.
- **ShipStation to WooCommerce inventory sync (2026):** When the native sync broke and both vendors deadlocked over whose bug it was for 2+ months, built a Node.js replacement making warehouse inventory the source of truth for the storefront: paginated ShipStation v2 API extraction, SKU aggregation, matching across all WooCommerce products and variations, rule-based SKU exclusions, diff-only updates, per-run change ledgers, and unmatched-SKU reporting that doubles as a catalog audit.
- **Marketing analytics and growth (ongoing):** Audited conversion instrumentation, finding the primary Google Ads goal firing on site landings instead of purchases (~10x overcount) and re-scoping it so automated bidding optimizes toward actual revenue. Grew key-event conversions 33% YoY while cutting cost per conversion 40% (2023-2024). 553-campaign email program with 3.2M unique opens. 13-week rolling ROAS/spend/GMV analysis. Long-term influencer partnerships at low cost.

## Earlier work (UX design)

DogGo (mobile app case study), Build-your-own Vocabulary App, Property Investment Web App, Persona Research. Case studies hosted on Notion, linked from the main site.

## Background

Previously Marketing Communications Specialist at Tandem Diabetes Care (medical devices), driving launch communications for the t:slim X2 pump and hybrid closed-loop AID systems. Earlier role at Aroma Housewares (2014-2017) leading the Amazon Direct Import program. Education: MA Communication Management (USC), BA International Business (Guangdong University of Foreign Studies), UX Design Certificate (CareerFoundry). Open to roles across marketing operations, CX operations, and automation.