Customer Support Specialist | E-Commerce & SaaS Support | Email & Chat Support |

Experienced in providing email support for e-commerce and SaaS customers, handling account inquiries, billing concerns, order management, refunds, returns, and technical support. Skilled in managing high-volume ticket queues, maintaining Inbox Zero, and delivering timely, professional resolutions using Salesforce, Intercom, Freshdesk, and other CRM platforms.

Provided real-time customer support through live chat, assisting customers with inquiries, account concerns, order tracking, billing issues, and technical troubleshooting. Delivered prompt, professional, and empathetic responses while maintaining high customer satisfaction. Managed multiple chat conversations simultaneously, resolved customer concerns efficiently, escalated complex issues when necessary, and accurately documented interactions in CRM and ticketing systems. Demonstrated strong written communication, problem-solving, multitasking, and conflict-resolution skills while ensuring a positive customer experience.

I have experience providing customer support for eCommerce businesses by assisting customers with orders, tracking, returns, refunds, and product inquiries. I am skilled in handling chat and email support while delivering professional, friendly, and timely assistance to ensure customer satisfaction.

• Provided email and chat support for a SaaS fitness platform, assisting customers with billing, subscriptions, account management, and technical issues. • Managed 100+ customer interactions daily while meeting SLA and customer satisfaction targets. • Used CRM and ticket management systems to resolve inquiries efficiently and maintain organized support workflows. • Collaborated with internal teams to troubleshoot platform issues and improve the customer experience.

I worked in a data entry role for a cargo shipping account where I encoded customer shipping details from receipts in the database. I made sure all information was accurate, especially since some receipts were blurred, so I always double-checked details before encoding. This role helped me build strong attention to detail and accuracy.

I have over a year of experience in administrative tasks at PTMinder, where I assist business owners in managing their SaaS accounts. My work includes handling account setup, updates, troubleshooting basic issues, and making sure their system runs smoothly. I also support clients by responding to inquiries, organizing account details, and ensuring all information is accurate and up to date. This role helped me improve my communication, attention to detail, and ability to manage multiple tasks while providing good customer support.