Jhonielyn Cotin
DTC & E-COMMERCE CUSTOMER EXPERIENCE SPECIALIST | SHOPIFY | ESCALATIONS & OPERATIONS | 5+ YEARS CUSTOMER SERVICE
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About
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.
Experience
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.
Education
Humanities and Social Science – Mati National Comprehensive High School (2018 – 2019)
