Eva Mae C. Jumawan
Virtual Assistant | Customer Support Specialist
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About
Results-driven E-commerce Virtual Assistant with 6+ years of experience in customer service, e-commerce operations, order management, and online store support. Skilled in Shopify workflows, handling high-volume customer inquiries, refunds, chargebacks, and fulfillment coordination. Known for efficiency, accuracy, and delivering excellent customer experiences in fast-paced environments.
Experience
E-commerce Virtual Assistant (Customer Support & Operations) - Self-Employed - Cebu, Philippines
(2025-01)
- Managed 30+ customer emails daily, providing timely and professional support while maintaining high service standards
- Handle Shopify order processing, fulfillment, tracking, cancellations, refunds, and chargebacks
- Maintain a low to zero backlog by consistently clearing support queues
- Coordinated with fulfillment and logistics teams to resolve order, shipping, and delivery issues
- Manage Facebook & Instagram inbox and comment moderation using Meta Business Suite
- Conducted UGC influencer research and outreach to support marketing initiatives and brand growth
- Maintained accurate records and completed administrative tasks efficiently within deadlines
Chat & Email Support | Subject Matter Expert - Foundever
(2020-07 - 2025-11)
Food Delivery Account
- Handled 80–100 email tickets daily and managed 3–5 live chats simultaneously
- Resolved order issues, delays, refunds, and customer complaints
- Processed payments, disputes, credits, and manual refunds
- Coordinated with couriers for delivery updates and issue resolution
- Supported team leaders with task allocation and performance monitoring
- Recognized for high efficiency and customer satisfaction
Customer Service Support (Travel Account) - Teleperformance
(2018-12 - 2019-04)
- Provided Tier 2 support for VIP/Gold customers
- Assisted with bookings, cancellations, and modifications
- Handled refunds, disputes, and payment concerns
- Troubleshot website and booking issues
Patient Care Coordinator (Medical Account) - Optum Global Solutions
(2017-08 - 2018-05)
- Assisted patients with medication orders, cancellations, and tracking
- Verified insurance coverage and coordinated with providers
- Processed payments and handled refund disputes
- Conducted outbound calls for scheduling and confirmations
- Promoted within 2 months due to strong performance
