E-commerce Customer Support VA – Shopify | Executive Assistant VA

I previously worked remotely at Dr. Franks, a UK-based medical weight loss clinic, where I served as a key member of the customer support team for 1 year and 8 months. My primary responsibilities included managing customer inquiries via email and chat support, specifically addressing questions and concerns about our products. We handled an average of 5 emails per hour and also provided real-time assistance through WhatsApp, offering responsive support and a personalized touch for our clients. To streamline our workflow, we utilized Gorgias as the main communication tool, reviewed orders through Shopify, and processed refunds using Recharge.

At Inspiro, I served as a Customer Service Representative for 1800Flowers.com, a U.S.-based floral and gift delivery service. My primary responsibilities included handling inbound customer calls to place floral and gift orders using the ATLAS system, as well as providing real-time support and updates via email through Zendesk. I ensured timely order monitoring and resolution of customer inquiries, maintaining service excellence during peak seasons and high-volume periods. My role demanded a balance of empathy, accuracy, and efficiency to deliver a delightful customer experience aligned with the brand’s commitment to heartfelt gifting and provide timely and effective care in high-pressure situations.

At Smiles on Demand, I served as a Customer Service Representative for a hybrid meal kit account, supporting UK-based customers through inbound and outbound calls, live chat, and email using the Zendesk platform. My responsibilities included placing orders, providing customer support, and handling refund requests. I consistently resolved 5-7 emails per hour and managed up to 3 simultaneous chats, maintaining an average call handling time of 850 seconds for calls.

Customer Support Specialist – Elavate Multi Collagen 2024-2025 •Handled 12–15 customer emails per hour with speed and accuracy. •Used Shopify to manage orders, refunds, and cancelations; leveraged Richpanel for efficient email communication. •Assisted customers with subscription adjustments, order status checks, and issue resolution. •Balanced policy with empathy, ensuring clear, reassuring responses that built trust and loyalty

Customer Support & Logistics Specialist—IAA Auction Center 2020-2021 •Verified vehicle details with customers via Zendesk to determine towing needs (standard vs. flatbed). •Coordinated with shops to confirm auction readiness and scheduled timely transfers to the auction center. •Dispatched drivers and optimized transport routes using Google Maps. •Maintained accurate records and notes in Google Sheets to support smooth auction operations

MT Cleaning Services EMD LTD – Derby England (Remote) • Managed scheduling and calendar coordination for executives, optimizing time and resource allocation. • Developed and maintained filing systems, ensuring document accessibility and organization. • Assisted in preparing reports and presentations, enhancing communication clarity for stakeholders. • Implemented office procedures that improved workflow efficiency and reduced administrative errors. • onboarding new staff on company processes, fostering a collaborative team environment. Monitored inventory supplies, initiating reorders to maintain operational continuity without disruptions. • Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors. Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships

While working as customer service representatives, we are also using Google Workspace, such as Google Sheets, Google Docs, and Google Drive, to save and track our daily tasks. I always practice my save on these field to make sure to apply this in my task.