E-commerce Specialist / Customer Support

Expert in using Zendesk for customer service; created macros, managed ticket queues, escalations, and improved response efficiency.

7+ years handling customer concerns, inquiries, refunds, and replacements with professionalism and empathy.

Extensive experience managing Shopify stores including order fulfillment, subscription handling, product uploads, and customer support.

Proficient in multiple CRM platforms for ticket resolution, customer engagement, and workflow automation.

Strong knowledge of recurring billing, cancellations, reships, and subscription adjustments to minimize churn.

Developed training programs and onboarding guides to upskill new agents and improve overall team efficiency.

Led and managed support teams, ensured performance delivery, monitored KPIs, and motivated agents in high-volume environments.

Generated and analyzed performance reports to track team efficiency, customer satisfaction, and operational improvements.

Created email templates and optimized workflows to streamline operations, reduce handling time, and improve customer satisfaction.

Skilled in handling affiliate-driven sales, order processing, and customer queries while ensuring smooth digital product delivery.

Managed end-to-end processes including payments, refunds, and billing adjustments to maintain customer satisfaction.

Ensured accurate and timely updates to product listings, descriptions, pricing, and inventory across e-commerce platforms.

Expert in resolving high-level customer issues by coordinating with internal teams and ensuring timely resolution.

Proven ability to draft clear, concise, and professional responses that maintain a positive brand image.

Delivered training, handled client calls, and supported team communication with clarity and professionalism.