Jhonielyn Cotin

Provide email and chat support for startup and established e-commerce brands. Manage orders, refunds, returns, cancellations, subscriptions, and shipping concerns. Handle customer escalations and payment-related issues, including PayPal disputes.

Freelancer/Virtual Assistant at Freelancer/Virtual Assistant (2024-07 – 2026-07)

• Provide email and chat support for startup and established e-commerce brands.
• Manage orders, refunds, returns, cancellations, subscriptions, and shipping concerns.
• Handle customer escalations and payment-related issues, including PayPal disputes.
• Create SOPs, support macros, and process improvements to improve customer service operations.
• Coordinated dispatch and service requests, assisting customers with scheduling, updates, and issue resolution.

E-commerce Support at Awesome CX (2022-06 – 2024-06)

• Provided multi-channel e-commerce support for orders, tracking, returns, and refunds via email, chat, and phone.

Customer Support Associate at VXI Global Inc (2022-01 – 2022-06)

• Provided phone support for billing, sales, and customer service concerns.
• Supported DoorDash customers via chat, assisting with orders and resolving customer issues.

Technical Support Associate at Teleperformance Philippines (2021-06 – 2021-12)

• Handled technical support and sales calls, troubleshooting issues and recommending clear, effective solutions to customers.

Humanities and Social Science – Mati National Comprehensive High School (2018 – 2019)