Julius Ruinz Rivera

Marine Engineering professional with 9 years of international maritime experience and hands-on experience in e-commerce customer support and operations. Experienced in supporting multiple Shopify brands through non-voice channels, including email, tickets, and chat. Skilled in Shopify, Amazon Seller Central, Freshdesk, Zendesk, Recharge, Loop, TikTok, Richpanel, ChatGPT, and Cloud AI.

Experienced in handling orders, shipping concerns, refunds, subscriptions, billing issues, and chargeback outreach. Detail-oriented, adaptable, and comfortable following SOPs and working with international customers.

Non-Voice Customer Support & Operations at INDEPENDENT E-COMMERCE SUPPORT (2025-12 – Present)

• Provided email, ticket, and chat support for multiple e-commerce brands.
• Managed customer tickets primarily through Freshdesk, supporting U.S. and German customers.
• Used Shopify and Amazon Seller Central to review orders and resolve customer concerns.
• Handled shipping, refunds, cancellations, billing, and product inquiries.
• Managed subscriptions using Recharge and Loop.
• Handled chargeback outreach and customer dispute-related concerns.
• Managed TikTok customer chats.
• Used Zendesk for customer support and ticket management.
• Used ChatGPT, Cloud AI, and Richpanel as part of AI-assisted customer support workflows.
• Adapted to multiple brands, SOPs, policies, and support platforms.

MARINE ENGINEER at International Merchant Vessels (2016-01 – 2025-12)

• Operated, maintained, and troubleshot marine engines and engineering systems.
• Performed preventive maintenance, inspections, repairs, and technical troubleshooting.
• Maintained accurate technical records and operational documentation.
• Followed strict procedures, safety standards, and international maritime regulations.
• Worked with multinational teams in high-pressure and time-sensitive environments.
• Developed strong problem-solving, attention to detail, and process-compliance skills.

Bachelor of Science in Marine Engineering – Southwestern University, Cebu City (2014-01)