Lorna Pulido

Dedicated and highly skilled Customer Service Professional and Virtual Assistant with over 5 years of experience in omnichannel support across voice, email, and chat. Proven track record in e-commerce customer care, technical troubleshooting, and influencer marketing within fast-paced environments. Expert at managing CRM platforms, boosting first-contact resolution rates, and optimizing backend tracking systems to ensure seamless operations and brand loyalty.

After-Sales Support / Shopify Platform at Elfoyo (2026-01 – 2026-08)

• Managed email customer service and inbox organization, ensuring all inquiries were answered with empathy, accuracy, and brand alignment.
• Monitored, tracked, and flagged customer escalations, recurring product issues, and general user feedback.
• Translated raw customer feedback into comprehensive weekly insights reports to support product and service improvements.
• Dispute & Chargeback Management: Klarna Merchant Portal, PayPal Resolution Center, Chargeback/Dispute Mitigation

Marketing Specialist / TikTok Platform at Enorva (2025-09 – 2026-03)

• Led influencer and creator outreach campaigns on TikTok, identifying and onboarding high-potential creators to enhance brand presence and product awareness.
• Tracked and analyzed key marketing metrics to optimize outreach strategies, successfully driving conversion rates and lead generation for health and wellness products.

Customer Service / E-Commerce Representative at AgentsOnlyPH (2022-01 – 2025-01)

• Efficiently handled inbound customer inquiries in a high-volume call center environment.
• Delivered prompt and helpful support concerning order cancellations, refunds, and mobile app Troubleshooting.
• Managed detailed order tracking and verified fulfillment data to maintain supply chain accuracy.

Bachelor of Science in Education – St. Peter's College of Toril (2000 – 2002)

General Midwifery Course in Midwifery – Colegio De Kidapawan (1992 – 1994)