Michael Anne Basanes

Customer Support Specialist with 9+ years of experience supporting ecommerce and DTC brands in remote environments. Skilled in handling high-volume inquiries, resolving complex issues, and maintaining a calm, professional tone even in challenging situations. Strong background in Shopify and customer support tools, with a focus on accuracy, empathy, and creating a positive customer experience.

Virtual Assistant – Customer Support - Otter Spirits

(2024-10 - 2026-03)

• Manage high-volume customer support inboxes
• Resolve customer inquiries regarding orders, shipping, returns, and product details with empathy, accuracy, and speed.
• Process chargebacks, refunds, exchanges, and replacements in Shopify while maintaining 100% accuracy in order records.
• Communicate effectively with warehouses, shipping carriers, and internal teams to ensure smooth fulfillment and resolution of customer issues.
• Draft professional, empathetic customer responses and maintain consistent brand voice across email and chat.
• Identify recurring issues and provide feedback to improve SOPs, product descriptions, and website clarity.
• Handle escalated cases with diplomacy, turning frustrated customers into loyal brand advocates.
• Maintain dispute rates below company thresholds through proactive issue resolution.
• Collaborate with remote teams via Slack to share insights, flag risks, and ensure seamless customer experience.
• Trained new team members by relaying information on company procedures and requirements.

Virtual Assistant – Customer Support - Plant Addicts

(2021-09 - 2024-09)

• Provided support for email and live chat channels.
• Resolve customer inquiries regarding orders, shipping, returns, and product details with empathy, accuracy, and speed.
• Communicated with vendors for order updates and escalated issue resolution.
• Worked with cross-functional teams to ensure consistent handling of customer inquiries and satisfaction of customer needs.
• Trained new team members by relaying information on company procedures and requirements.
• Executed training programs for customer service representatives to ensure they are informed about products and services.

Virtual Assistant Customer Support - Coextro

(2021-01 - 2021-09)

• Answered product questions with up-to-date knowledge of sales and store promotions, assisted customer regarding billing and general inquiries.
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
• Learned, referenced and applied product knowledge information.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Directed calls to appropriate individuals and departments.
• Evaluated and responded to incoming sales leads and requests for technical support assistance.

Virtual Assistant Customer Service and Dispatch Team Lead - BlueBird Taxi, ColdSpring Taxi, NY Medical Taxi

(2019-12 - 2026-03)

• Sent out Taxi drivers to assist customer based on locations, needs and worker availability.
• Responded to over 200+ daily caller requests with information about assistance and timeframes.
• Served customers in a friendly, efficient manner following outlined steps of service.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Coached team members in techniques necessary to complete job tasks.
• Instructed junior team members on protocols and procedures of each station to maximize contributions.

Virtual Assistant Customer Support - Psychic Elements

(2019-01 - 2019-11)

• Received callers providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries in a professional manner.
• Communicate with customers through live chat via CRISP or email to answer questions, solve problems, and troubleshoot.
• Handling incoming calls and efficiently routing or transferring customers to their preferred communication channels/medium, ensuring smooth and timely resolution of inquiries.

Virtual Assistant Customer Support - Luxo Living

(2016-12 - 2019-11)

• Responded to customer inquiries via phone, email, and chat, providing accurate and knowledgeable information about products and the brand.
• Followed up on all customer requests to ensure a high standard of service and satisfaction.
• Built collaborative and positive working relationships with showroom, dispatch and warranty staff to streamline customer service operations.
• Assisted customers with after-sales service issues, ensuring timely and satisfactory resolutions.
• Managed orders in the back office and coordinated with the logistics team to ensure smooth processing and delivery.
• Clearly communicated company policies to clients to manage expectations and provide clarity.