Shopify E-commerce CS/BVA

Providing professional support to both B2B and B2C clients via phone, email, and live chat using different platforms. Currently handling a US-based luxury skincare and body care brand. Handled Amazon.com and Staples Business Advantage US in the past. Responsibilities included are end-to-end order management—processing orders, purchase orders, invoices, cancellations, returns, refunds, replacements, and exchanges. Assisting clients by monitoring order and shipment statuses, coordinating with logistics for delivery updates, and sending invoices and follow-up surveys. Responding to feedbacks, updating subscriptions, and documentation of press blogs are also part of my current tasks. Utilizing different systems and other software tools to manage customer accounts and ensure timely and accurate service. The tools that I'm currently using are as follows: Gorgias, Shopify, RingCentral, Netsuite, Extensiv, Hubstaff, Slack, Whatsapp, and Google Workspace. These are the other tools that I've used in the past: AS400, Zendesk, Commslayer, OMS, ShipHero, Lark, Kana, Oracle, Avaya, and other CRM tools.

I have extensive experience in Customer Service within the BPO industry, providing support across multiple communication channels including phone, email, and live chat. Over the years, I have worked with a diverse range of clients in industries such as Cryptocurrency, E-commerce, Telecommunications, Accounting Software, Debit Cards and Tax, as well as Media and Entertainment. My roles involved assisting customers with a wide array of inquiries, troubleshooting technical issues, processing transactions, and resolving account-related concerns. I consistently delivered high-quality service by adapting to the specific needs of each industry, maintaining professionalism, accuracy, and efficiency in every interaction. My ability to quickly learn and navigate different platforms and systems has enabled me to provide seamless and effective support in fast-paced, dynamic environments.

Experienced being a Marketing Coordinator for a local shopping complex with a background in organizing monthly promotions and events, creating marketing materials, and coordinating with tenants. Handled administrative tasks such as rent collection, phone and email communication, and daily reporting. Also responsible for on-site event hosting and regular monitoring of parking and facilities. My role here is a combination of Marketing and Aministrative Support as I was directly reporting and helping the Manager on other office tasks.

In my free time, I enjoy editing and sharing my personal travel videos on social media platforms such as Facebook, Instagram, and YouTube. While I am not a professional video editor, I have developed the ability to create engaging video content ranging from 15 minutes to an hour in length. This hobby has allowed me to become familiar with basic video editing tools and storytelling techniques. If needed, I am more than willing to utilize this skill to support clients with video content creation for their brand or projects, demonstrating both creativity and adaptability in meeting their content needs.

I have completed several customer service certifications through Gorgias Academy, earning credentials in various roles and platforms. These include certifications as a Basic Agent (Shopify), Lead Agent (Shopify), Admin Power User (Shopify), and Basic Agent (Magento). These courses have strengthened my skills in using Gorgias for efficient customer support, particularly in e-commerce environments. I am also actively pursuing additional courses and certifications to continuously enhance my knowledge and stay updated with the latest tools and best practices in customer service especially in E-commerce industry.

I have a short experience providing administrative and operational support during the recruitment process. My responsibilities included assisting the recruitment team with applicant screening, conducting and grading written and online assessments, and performing initial interviews. I was also in charge of coordinating interview schedules by contacting applicants via phone and keeping them informed about the status of their applications. Additionally, I endorsed qualified candidates to the appropriate teams for final interviews and ensured timely submission of email reports to relevant departments.