Amazon, Shopify, General, Executive & Bookkeeping VA, Technician Dispatcher and

As an Amazon E-commerce Email Support for the store owned by David Sarmiento, I managed daily asynchronous customer communications to ensure high satisfaction and seamless store operations, despite having less than six months of experience. I efficiently navigated Amazon Seller Central to track order statuses, process refunds, and manage returns while ensuring strict adherence to Amazon’s performance metrics and SLA requirements. To maintain a fast turnaround time and high resolution rate, I utilized Zendesk for email ticketing and helpdesk management, alongside Helium 10 to reference product details and address buyer inquiries accurately. Operating in a fast-paced environment, I focused on resolving order discrepancies, addressing negative feedback, and handling product inquiries with professionalism and empathy to protect the store's seller rating.

As an E-commerce Customer Support Representative for the business owned by Raul Lopez, I served as a primary point of contact for online shoppers, ensuring a seamless and positive buying experience despite having less than six months of experience. Operating in a fast-paced environment, I quickly became proficient in managing high-volume inquiries regarding order tracking, product specifications, cancellations, and returns. To streamline these daily operations, I utilized Shopify for order management and customer data lookup, alongside Gorgias as the central helpdesk platform for multi-channel ticketing. Additionally, I relied on Slack for real-time internal communication with the fulfillment and inventory teams to quickly resolve shipping delays and order discrepancies, consistently focusing on empathy and efficiency to maintain high customer satisfaction ratings.

Provided comprehensive administrative, technical, and creative support to business owners and remote teams. Managed daily operations, streamlined workflows, and maintained high levels of productivity, allowing clients to focus on core business growth.

Provided comprehensive digital support for Credit Cards and CASA products using email and social media platforms, leading to 95% customer satisfaction. Ensured timely and accurate issue resolution by aligning with bank policies and procedures. Collaborated with multiple departments to expedite client requests, improving service delivery time by 20%. Identified and proposed data-driven solutions to streamline workflow, enhancing efficiency. Consistently achieved monthly and quarterly service goals through proactive problem-solving.

Resolved mobile phone and network issues for an American account, improving customer satisfaction rates by leveraging expert troubleshooting skills. Managed billing concerns and provided targeted solutions for internet connection issues, addressing both internet and computer-related challenges. Supported diverse connection types including ADSL, Wireless Broadband, and Cable, serving Australian clients and maintaining high service standards. Delivered installation assistance and technical support for T-Hub and T-Box, ensuring seamless customer onboarding experiences.

Investigated and resolved fraud cases for Wires (Domestic, International, Branch), ACH Debits & Credits, QuickPay and/or Zelle Payments for transactions worth up to USD 500,000, achieving significant improvements in fraud detection accuracy. Promoted twice in two years due to exemplary performance and leadership. Received multiple awards including High Dollar Saves (Oct 2019) and Top Process Specialist (Aug & Dec 2020, Mar 2021). Trained in Branch Wire processing for high-value transactions exceeding USD 500,000.

Delivered comprehensive IT support for corporate users, ensuring seamless account setup and access through efficient management of Active Directory, Azure, and Exchange. Acted as interim SME to enhance incident management protocols, improving team performance metrics by 15%. Generated daily performance reports to facilitate continuous improvement processes.