Customer Associate | Amazon VA | Ecommerce Specialist

Proficient in managing FBA/FBM orders, including A-to-Z claims, returns, and escalations. Skilled in order management, listing optimization, and account issue resolution while ensuring policy compliance and maintaining strong seller performance.

Managed customer inquiries and escalations through email across multiple platforms including Amazon, Shopify, and Walmart. Responded to 1,000+ monthly tickets with accuracy and efficiency, ensuring issues such as order management, Utilized CRM systems like Zendesk, Ameyo, Siebel, Salesforce to track, organize, and follow up on cases while maintaining a professional and customer-focused tone. Consistently exceeded SLA targets and improved customer satisfaction through clear, empathetic, and solution-oriented communication.

Handled technical issues and service inquiries via phone, chat, and email for NBN and Telstra Wireless services. Provided end-to-end resolution for connectivity and account-related concerns, ensuring timely and accurate troubleshooting. Assisted customers with modem setup, service activations, and outage escalations while maintaining empathy and professionalism. Consistently met performance metrics and service-level agreements, contributing to higher customer satisfaction scores.

Utilized HubSpot to design and implement outreach email workflows, ensuring personalized and targeted communication with potential partners. Sourced and evaluated leads through the TikTok platform, supporting influencer partnerships and campaign growth. Assisted in analyzing outreach performance and engagement metrics to optimize future campaigns and improve conversion rates.

Experienced in using Shopify to track and manage customer orders placed through DTC sites. Processed refunds, replacements, and created new orders as needed while ensuring accuracy and timeliness. Generated invoices for customers and provided order-related support to maintain a smooth post-purchase experience and high customer satisfaction.