Princess Rose Garbo
Senior E-Commerce Customer Support Specialist | Order Fulfillment & Dispute Resolution
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About
Customer support and e-commerce operations specialist with 10+ years of experience across Shopify order fulfillment, refunds/chargeback resolution, and high-volume multi-channel support (email, chat, phone, social). Maintained 95%+ CSAT while handling 100+ daily customer interactions and processing $-impacting disputes for global retail brands including Zulily, Abercrombie & Fitch/Hollister, Airbnb, and Amazon. Skilled in Zendesk, Gorgias, Kustomer, and ShipStation, with a track record of reducing complaint volume, improving resolution rates, and supporting frontline teams as an SME and acting Team Lead.
Seeking a remote customer support or e-commerce operations role where reliability and problem-solving drive measurable CSAT and retention gains.
Experience
Data Enrichment & E-Commerce Operations Agent - Zulily
(2025-09 - 2026-03)
- Managed full SKU lifecycle — setup, tagging, bundling, and publishing for 300–5,000+ Shopify listings, keeping product data accurate and audit-ready
- Built and maintained Shopify collections that improved on-site navigation and supported conversion goals
- Delivered weekly sales performance reports, surfacing trends that informed buying and merchandising decisions
- Maintained real-time inventory accuracy across thousands of SKUs, preventing stock discrepancies and oversells
- Coordinated with vendors and internal teams to resolve logistics issues and protect on-time fulfillment rates
Order Processor & Customer Service Representative - OutPeak Canada Mats
(2024-11 - 2025-07)
- Provided full multi-channel customer support, handling 70+ emails, 30+ live chats, and 20+ calls daily
- Processed orders, returns, and cancellations end-to-end using Shopify and ShipStation
- Partnered with third-party suppliers to ensure accurate, on-time order fulfillment
- Collaborated with the marketing team on product listings, promotions, and catalog updates
Customer Service Rep. II → Subject Matter Expert → Acting Team Lead - Abercrombie & Fitch / Hollister Co.
(2020-10 - 2024-12)
- Founding member of the Payments Team; managed 30+ daily high-risk cases involving refunds, chargebacks, and disputes
- Promoted to Subject Matter Expert, coaching frontline agents on process and quality assurance standards
- Served as Acting Team Lead, monitoring and evaluating 30 agents while sustaining 100% KPI compliance
- Maintained 95%+ CSAT resolving refunds, replacements, and account adjustments via Kustomer
- Cut delivery-related complaints by 20% through proactive order tracking and customer follow-through
- Delivered 100+ daily customer interactions across chat, email, and phone
Billing Specialist – Insurance & Claims Support - CVS Pharmacy
(2019-10 - 2020-08)
- Promoted to resolve complex billing discrepancies, claim denials, and patient account issues
- Processed insurance payments, prior authorizations, and claims in full HIPAA compliance
- Achieved 98% resolution accuracy as Patient Support Specialist
Trust & Safety Support – Guest & Host Relations - Airbnb
(2018-06 - 2019-09)
- Managed email-based dispute resolution between guests and hosts, achieving a 90% resolution rate
- Handled booking modifications, cancellations, and escalations in line with platform policy
Customer Support Representative - Amazon.com
(2016-06 - 2017-07)
- Resolved 100+ weekly customer complaints while upholding Amazon's service standards
- Supported customers with Kindle setup and technical issues at a 95% first-contact resolution rate
Health Care Associate – Eligibility, Benefits & Claims - Anthem Blue Cross Blue Shield
(2015-11 - 2016-05)
(Project)
- Confirmed member eligibility and processed claims at 98% accuracy, reducing errors by 20%
- Explained benefits and claims status to members, lifting satisfaction scores by 15%
Education
BS - Psychology - Manila Central University
