Customer Service VA |E-commerce Support | Chat & Email Specialist

Overview

Looking for full-time work (8 hours/day)

at $4.63/hour ($896.00/month)

High school diploma

Last Active

July 12th, 2026 (12 days ago)

Member Since

September 6th, 2025

Profile Description

I am a dedicated and results-driven Customer Service Specialist with over three years of experience in voice, chat, and email support for global e-commerce and retail clients. I specialize in helping businesses deliver excellent customer experiences by resolving inquiries, managing orders, and ensuring smooth communication across multiple platforms.

In my previous roles, I handled 60+ customer interactions daily in fast-paced support environments, consistently maintaining strong performance metrics including 95% CSAT, 90% QA score, and a 6-minute Average Handling Time (AHT). I was also recognized as a Top Agent for consecutive months for exceeding KPIs, efficiently resolving complex customer concerns, and delivering outstanding service.

I am known for being detail-oriented, reliable, and customer-focused, and I take pride in providing high-quality support that helps businesses maintain excellent customer satisfaction.

Tools & Platforms
CRM & Support Tools

• Salesforce CRM
• CCAI (Contact Center AI)
• OMS (Order Management System)
• RAT
• Nuance
• Gladly Chat Support Platform

Delivery & E-commerce Platforms

• Cisco Finesse (Voice Support System)
• Finesse Delivery Portals

Productivity & Communication Tools

• Microsoft Teams
• Outlook
• Slack
• Microsoft Office

Experience & Support Areas
Customer Service & E-commerce Support

• Handling 60+ daily customer interactions via chat, and email in high-volume support environments
• Managing orders, refunds, returns, replacements, and redelivery requests through order management systems
• Monitoring order tracking and fulfillment coordination with store, warehouse, and delivery partners
• Resolving coupon, discount, billing, and payment discrepancies
• Using Salesforce and CCAI to manage cases and improve resolution efficiency
• Performing account verification and troubleshooting using Nuance, RAT, and ----------
• Escalating complex cases to appropriate departments for timely resolution
• Maintaining strong performance metrics including CSAT, QA, and AHT

Key Skills

• Chat and Email Customer Support
• Guest Messaging & Customer Communication
• Order Tracking & Fulfillment Coordination
• Refunds, Returns & Redelivery Processing
• Coupon & Discount Issue Resolution
• Account & Login Troubleshooting
• Problem-Solving & Time Management
• Strong Attention to Detail

I am reliable, responsive, easy to work with, and always willing to learn new tools and systems to better support your business and ensure customer satisfaction.