E-commerce and Office Administrative Assistant - Super Cheap Fabrics - Remote
(2025-07 - 2026-04)
- LiveChat monitoring
- Responding to emails
- Checking Ready to Ship for express shipping orders
- Receiving lists of orders from staff and printing labels at 10:40 am every morning from 'Ready to Ship' software
- Processing refunds and amending orders in Shopify
- Creating manual labels via 'e-parcel'
- Turning on a sale via an app in Shopify and changing artwork relevant to the sale. The artwork is downloaded via Canva
- Incoming shipment spreadsheets
- General help
- Adding new products in Shopify
- General Administration tasks/ Customer service
- Creating Invoices via Suffio
Online Order Specialist - Stafford - Remote
(2026-01 - 2026-03)
- Handle inbound telephone calls, emails, and online chat enquiries
- Fulfill eCommerce online orders via In-Store Fulfillment (ISF)
- Fulfill eCommerce online orders directly from the warehouse
- Coordinate and connect orders with the warehouse
- Manage B2B and retail order processing
- Investigate and resolve customer queries and issues
- Raise and manage stock transfers between stores
- Assist the accounts team with customer payments
- Manage client enquiries and direct them to the relevant manager when appropriate
- Perform data entry for projects as required
- Complete general administrative tasks
- Work collaboratively with the Australian team
- Raise, process, and manage consumer orders via ISF or distribution centres (in-store fulfillment or direct from DC)
- Follow up with the 3PL warehouse to ensure orders are DIFOT (Delivered In Full, On Time)
- Work closely with and manage the 3PL team
- Respond promptly and professionally to customer enquiries, website support requests, and orders
- Manage customer cases within the ERP system (NetSuite)
- Review and escalate back orders when partial products have been dispatched
- Raise customer and inventory product orders end-to-end
- Provide retail operations administrative support
- Maintain incoming and outgoing mailboxes (front of house)
- Participate in weekly team meetings
Customer Service Representative - Particle for Men - Remote
(2023-08 - 2025-09)
A men's grooming brand focused on providing scientifically advanced personal care products.
- Responded to customer inquiries via Zendesk, achieving a 2-3 minute Service Level Agreement (SLA) for response times
- Managed order tracking and fulfillment, ensuring timely delivery and customer satisfaction
- Assisted with refunds, cancellations, and renewals of subscriptions, maintaining accurate records and efficient processes
- Managed social media interactions through Agorapulse, promptly addressing customer comments and messages
- Handled text inquiries and email communications via Klaviyo, providing clear and helpful responses
- Escalated priority tickets to supervisors, ensuring timely resolution of complex issues
- Conducted competitor analysis to inform service improvements and enhance customer experience
- Collaborated with team members to identify and implement best practices for customer support
Customer Service Representative - SignWarehouse - Remote
(2024-10 - 2025-03)
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Responded to customer requests for products, services, and company information
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Contributed to sales growth by upselling products and services based on individual customer requirements
- Promptly responded to inquiries and requests from prospective customers
Customer Service Representative - Welzo - Remote
(2024-09 - 2025-03)
- Provide exceptional customer service via phone, email, live chat, and social media channels
- Efficiently handle customer inquiries and resolve issues using the Shopify and Zendesk platforms
- Maintain up-to-date knowledge of our healthcare products and services
- Process orders, returns, and exchanges in Shopify
- Track and respond to customer reviews and feedback
- Collaborate with the team to improve customer service procedures and policies
- Document customer interactions and transactions, recording details of inquiries, complaints, and comments
- Identify and escalate priority issues to the relevant departments
- Follow up on customer interactions and ensure all customer issues are resolved
- Provide insights and suggestions to improve customer experience and operational efficiency
Customer Support Team Leader - Wire Salad - Remote
(2023-11 - 2024-10)
Wire Salad specializes in developing health and wellness software, focusing on fitness, skincare, and e-commerce solutions.
- Led a team of customer support specialists, handling inquiries for Wire Salad's fitness and skincare apps
- Managed order tracking and fulfillment via Shopify and ShipBob, ensuring timely deliveries
- Handled disputes and chargebacks through Stripe and PayPal, processed and approved refunds
- Monitored and managed customer reviews on Trustpilot, and approved cancellations and subscription changes
- Collaborated with teams to streamline processes, improving overall customer satisfaction and retention
- Managed escalated customer inquiries using Zendesk, resolving complex issues related to app usage, subscription services, and troubleshooting
- Managed social media via META Business Suite, ensuring timely responses to comments and messages
Customer Service & Admin Support - Golfscape - Remote
(2023-10 - 2024-07)
- Deliver strong customer service by solving customer and booking queries in a timely manner
- Handle online chat to answer customer questions and increase sales conversions
- Organize processes, solutions, and learnings from your role into a shared knowledgebase
- Research potential clients in worldwide markets to assist sales team with lead generation
- Assisting CEO, Vice President of Operations, Head of Sales, and Head of Finance
Merchant Advisor Support Team Leader - Shopify - Remote
(2020-10 - 2023-08)
- Led and supported a team of customer experience specialists, fostering their growth and development
- Tracked team metrics, including response time, first contact resolution, average handling time, escalation rate, quality assurance score, and net promoter score, to identify areas for improvement and enhance performance
- Conducted training sessions and effectively onboarded new team members, ensuring they were equipped with the necessary skills and knowledge to excel in their roles
- Allocated tasks and ensured adherence to service level agreements, optimizing team productivity and efficiency
- Implemented measures to maintain high-quality customer interactions, including conducting quality assurance evaluations and providing feedback to team members
- Handled complex cases and guided team members in resolving issues, leveraging technical understanding and problem-solving abilities
- Conducted performance evaluations, provided feedback, and set goals for team members, fostering their professional growth and development
- Identified opportunities to streamline support processes, driving continuous improvement and efficiency within the team
- Fostered effective communication within the team and across departments, promoting collaboration and a positive work environment
- Generated reports and analyzed data to drive data-driven decisions, utilizing insights to optimize team performance and customer satisfaction
Merchant Support Advisor - Shopify - Cebu, Philippines
(2019-10 - 2020-10)
Ecommerce company
- Provided exceptional customer support to merchants, assisting them with inquiries, concerns, and issues through various communication channels
- Resolved technical and product-related queries, troubleshooting problems related to Shopify's platform, themes, apps, and integrations
- Guided merchants through the onboarding process, assisting with setup, configuration, and customization of their online stores
- Assisted with order management, including fulfillment, tracking, and resolving shipping or delivery issues
- Investigated and resolved payment and transaction issues, collaborating with relevant teams for timely resolution
- Escalated complex issues to appropriate teams within Shopify for prompt resolution
- Gathered and communicated product and feature feedback from merchants
- Maintained accurate records of customer interactions and resolutions in CRM systems
- Monitored response time, first contact resolution, average handling time, escalation rate, quality assurance score, and net promoter score to ensure high-quality support
Customer Service Representative - Google - Cebu, Philippines
(2018-09 - 2019-10)
- Demonstrated expertise in Google's products and services, providing accurate and up-to-date information to customers
- Handled customer inquiries, issues, and requests through various communication channels, ensuring timely and effective resolution
- Troubleshot technical issues related to Google products, guiding customers through step-by-step resolutions
- Conducted product training and onboarding sessions for customers, building strong relationships and identifying upselling opportunities
- Gathered and communicated customer feedback to contribute to product improvement
- Maintained accurate documentation and generated reports on customer interactions
Technical Support II - Microsoft - Cebu, Philippines
(2015-08 - 2018-09)
BPO Industry
- Provided prompt and accurate customer assistance through chat channels, addressing inquiries and resolving issues related to Microsoft Xbox products and services
- Troubleshot technical problems with Xbox consoles, accessories, and online services, offering step-by-step guidance and solutions
- Maintained comprehensive knowledge of Microsoft Xbox products, features, updates, and services
- Managed multiple chat conversations simultaneously, ensuring timely responses and efficient handling of customer inquiries
- Utilized problem-solving skills to identify and resolve customer concerns, escalating complex issues when necessary
- Educated customers on Xbox features, settings, and functionalities, guiding them through setup processes and account management
- Accurately documented customer interactions and troubleshooting steps, ensuring comprehensive records for future reference
- Strived for exceptional customer service, actively listening, empathizing, and addressing customer needs and concerns
- Collaborated with team members and other departments, contributing to a supportive and collaborative work environment
- Stayed updated on Microsoft Xbox products and industry trends through training sessions and self-study
