Xane Rojas

I am a professional Customer Service Representative with over 7 years experience in handling multi-national clients. My unique professional experience stems from years of providing excellent customer support, creative problem solving and building customer loyalty.

Customer Service Support - Fambrands LLC

(2021-01 - 2026-12)

• Perform customer support via phone, chat, and email. 7 shopify stores
• Assist customers with product selection, answer basic questions, and suggest various available product options.
• Responsible for developing and nurturing customer relationships to gain repeat business.
• Edit orders before fulfillment and ensure timely fulfillment via communication with the warehouse.
• Process return and refunds.

Customer Service Support - TikTok Shop/Seller - UK, US, GERMANY market

(2021-01 - 2023-12)

• Customer support via phone, chat, and email.
• Process returns and refunds.
• Reaching to customer with negative review
• Approving fulfillment from seller's warehouse

Customer Service Support - Dropship Customer Support - Netherlands, Germany, UK

(2022-01 - 2023-12)

• Perform customer support via phone, chat, and email.
• Chargeback
• Tracking
• Return/Exchange fulfillment Connect with and respond to customer inquiries via multiple channels true to the company's style - with empathy, solutions, and speed.
• Coordinate with teammates and agents overseas

Customer Service Support - RAK Wireless- MNTD

(2021-01 - 2022-12)

• Checking the queue daily via ZenDesk
• Creating email drafts and responding to customer's queries aligning them with the company policies.
• Checking Shopify: customer info, adding/updating notes, making a refund for eligible claims, checking the order status via 3rd party link (UPS/DPD/Passport Tracking site)
• Discord: validating VIP code, checking updates on the app, firmware, news, etc.
• Coordinate with tech team via ZenDesk/Discord for tech concerns

Customer Service Support - Enshored Inc

(2018-01 - 2021-12)

• Perform customer support via phone, chat, and email.
• Technical Support
• Video and Photo Editing

Customer Service Support - BPO

(2014-01 - 2018-12)

• Perform customer support via phone, chat, and email.