Anjali Kushwaha

Results-driven professional with nearly two years of experience spanning chargeback and payment dispute management and Shopify e-commerce operations for international D2C brands. Skilled in managing the end-to-end dispute lifecycle across PayPal, Oceanpayment, Airwallex, and Stripe — including transaction investigation, evidence compilation, dispute response preparation and submission, payment gateway liaison, and application of Visa/Mastercard chargeback reason codes to protect merchant revenue. Equally experienced in full-cycle Shopify store management, covering product listings, order management, inventory coordination, fulfillment, and refunds, returns, and replacements.

Skilled at delivering international customer support across email, live chat, and ticketing platforms, coordinating with suppliers and warehouses to resolve logistics and delivery issues, and documenting SOPs to drive process improvement. Experienced in training and onboarding customer service teams, managing the Trustpilot review pipeline, and delivering KPI reporting within fast-paced, fully remote environments.

Customer Support Executive & E-commerce Operations Specialist - Yash and Simranjeet LLP - Remote

(2025-09 - 2026-06)

• Managed the full chargeback and dispute lifecycle across PayPal, Stripe, and Airwallex — including transaction investigation, evidence compilation, dispute response preparation and submission — applying Visa/Mastercard chargeback reason codes to protect merchant revenue.
• Directed end-to-end Shopify store operations, including product listings, order management, and inventory coordination, alongside post-purchase customer support for an international D2C brand.
• Delivered frontline customer support across email, live chat, and ticketing platforms (Help Scout, Reamaze, Zendesk, Freshdesk, Gorgias), resolving complex escalations while sustaining consistently high resolution and satisfaction rates.
• Processed refunds, returns, and replacements in full alignment with company SOPs, ensuring accuracy, timeliness, and audit-ready record maintenance.
• Partnered with international suppliers, warehouses, and fulfillment partners to resolve shipping delays, order discrepancies, and inventory issues.
• Trained and onboarded new customer service representatives, developing training guides and delivering ongoing coaching that improved team performance and reduced ramp-up time.
• Owned the Trustpilot review pipeline, responding to feedback and resolving negative reviews to strengthen overall brand reputation.
• Delivered weekly operational performance reports and KPI dashboards that informed management decision-making.
• Identified workflow inefficiencies and implemented process improvements that boosted team productivity and reduced average customer response time.

E-commerce Virtual Assistant / Customer Support Associate - EcomBirds - Hybrid – Bhopal, India

(2024-09 - 2025-09)

• Resolved PayPal disputes and Oceanpayment chargeback cases by compiling transaction evidence, submitting detailed responses, and monitoring case outcomes to protect revenue.
• Managed daily Shopify store operations, including product listing maintenance, inventory updates, and order management, for a high-volume e-commerce store.
• Handled 70+ customer emails, tickets, and inquiries daily across international markets, delivering prompt, professional, and solution-focused support.
• Processed and tracked customer orders, refunds, returns, replacements, and cancellations while maintaining accurate records across Shopify and support platforms.
• Coordinated with suppliers and fulfillment partners to resolve shipping, delivery, and tracking concerns, ensuring on-time order completion.
• Supported international customers across multiple countries and time zones, demonstrating strong cross-cultural communication and customer empathy.
• Contributed to customer retention initiatives and satisfaction campaigns that supported repeat purchase rates and long-term customer relationships.
• Maintained organized operational records, dispute logs, and reporting dashboards to enable data-driven team management.

Bachelor of Technology (B.Tech) - Computer Science Engineering - Sagar Institute of Research & Technology (SIRT) (2020 - 2024)

Class 12 – Higher Secondary Certificate - MP Board (2019 - 2020)

Class 10 – Secondary School Certificate - MP Board (2017 - 2018)