Joy Valencia

Customer Experience Specialist with 6+ years of proven experience supporting global customers across remote and high-volume service environments. Expertise in resolving complex customer concerns involving orders, shipping, refunds, billing, and account inquiries through chat, email, and phone channels. Experienced in eCommerce customer operations using Shopify and Gorgias, with a strong ability to investigate issues, provide efficient solutions, and transform challenging customer interactions into positive brand experiences.

Recognized for balancing empathy, accuracy, and operational efficiency while maintaining exceptional service standards.

Virtual Assistant / Ecommerce Customer Service Representative at TalentPop (2023-06 – 2026-08)

• Manage customer support operations across phone, email, and chat channels for a high-growth, 9-figure Direct-to-Consumer (DTC) men's apparel eCommerce brand.
• Resolve order concerns including tracking issues, shipping delays, returns, exchanges, refunds, and product-related inquiries.
• Utilize Shopify and Gorgias to investigate customer accounts, process resolutions, and maintain accurate customer records.
• Handle high volumes of customer conversations while maintaining accuracy, professionalism, and response quality.
• Collaborate with internal teams to ensure timely resolution of customer concerns and improve the overall customer journey.

Chat Support Associate at Teletech (2021-03 – 2023-06)

• Delivered real-time chat support for customers with billing, technical, and financial account concerns.
• Investigated customer issues, identified root causes, and provided clear and accurate resolutions.
• Maintained professionalism and efficiency while managing multiple conversations in a fast-paced support environment.

Customer Service Representative at Concentrix (2020-09 – 2021-01)

• Delivered phone-based customer support under a retail account
• Managed high call volumes while maintaining service quality
• Built strong rapport with customers to ensure satisfaction

Bachelor of Science in Business Administration, Major in Financial Management (2025-07)