Paulo Tupas

Dedicated and detail-oriented Computer Engineering undergraduate with six years of experience in the e-commerce industry, specializing in customer service and order fulfillment. Experienced and skilled in managing order processing, resolving customer concerns, coordinating logistics, and optimizing operational workflows while maintaining high standards of customer satisfaction. Seeking an opportunity to utilize my technical knowledge, analytical thinking, and extensive e-commerce experience to contribute to a dynamic organization, grow professionally, and support business success through efficient operations and innovative solutions.

Fulfillment Specialist at Boots N Bags Heaven (2023-12 – 2026-08)

• Processed and fulfilled customer orders accurately and efficiently, ensuring timely shipment and delivery with Dropified, Shopify, and Aliexpress as our main tools.
• Record order COGS such as order number, order links, and item cost using Click-up.
• Coordinated with warehouse, logistics, and customer service teams to resolve order issues and shipping delays.
• Fix order issues such as out of stock issues by looking for a new suppliers that are available and has reasonable price.
• Reprocessing reshipment orders with unsuccessful deliveries, returned orders, wrong products delivered.
• Updating new tracking numbers with our suppliers and attaching it on new orders in Shopify.
• Utilized inventory management and order fulfillment systems to ensure efficient workflow and high order accuracy.

Customer Service Representative at Boots N Bags Heaven (2020-06 – 2023-08)

• Responded to customer inquiries via Helpscout (e-mail and live chat), and social media regarding orders, products, shipping, returns, and refunds.
• Resolved customer complaints promptly by identifying issues and providing effective solutions to maintain high customer satisfaction.
• Tracked shipments and coordinated with warehouse and logistics teams to resolve delivery delays. Primarily use USPS/UPS as our main logistics.
• Collaborated with cross-functional teams such as Automations, QA, and Fulfillment team to improve customer experience and streamline support processes.

Event Organizer at UNITEAM (2018-06 – 2020-02)

• Planned, coordinated, and executed team building events from concept to completion
• Communicated with clients, suppliers, sponsors, and team members to ensure smooth event operations
• Evaluated event outcomes by gathering participant feedback and preparing post-event reports for continuous improvement.

Bachelor of Science in Computer Engineering – Rizal Technological University (2019-06 – 2023-08)

Bachelor of Science in Information Technology – STI Ortigas - Cainta (2018-06 – 2018-10)

Junior - Senior Highschool – Cainta Catholic College (2012-06 – 2018-03)

Grade School – Little Jewels Christian School (2007-06 – 2012-03)