Customer Support & Success Specialist at Retail Direct Group (2026-04 – Present)
Provide comprehensive customer support across multiple eCommerce platforms while ensuring every customer receives a professional, accurate, and timely resolution. Support customers through email, live chat, outbound calls, and inbound telephone conversations while managing enquiries across Amazon and multiple company-owned online stores.
- Deliver multi-channel customer support using Zoho CRM while maintaining excellent customer satisfaction standards and service quality.
- Manage customer enquiries across five different sales channels, ensuring consistency regardless of where purchases are made.
- Process Amazon Return Authorisations (RMA), product returns, exchanges, refunds, cancellations, replacement requests, warranty enquiries, and order amendments.
- Assist customers with order tracking, delivery updates, courier investigations, lost parcel enquiries, damaged goods, and delayed shipment resolutions.
- Conduct Proof of Authorisation (POA) verification checks to validate customer information and reduce fraudulent transactions while ensuring compliance with company security procedures.
- Perform fraud prevention checks by reviewing customer information, payment verification, account activity, and supporting documentation before approving sensitive requests.
- Investigate order discrepancies, payment issues, delivery concerns, and account-related enquiries by gathering information from multiple internal systems.
- Liaise with warehouse teams, logistics providers, suppliers, courier services, finance departments, and management teams to ensure customer issues are resolved efficiently.
- Accurately document every customer interaction, investigation, and resolution within Zoho CRM to maintain complete customer records and support future case management.
- Utilise Zendesk, Jira, Discord, and WebEx to communicate with internal departments, escalate technical issues, collaborate on investigations, and improve response times.
- Conduct outbound customer satisfaction calls to gather valuable customer feedback, identify service improvements, and strengthen long-term customer relationships.
- Support customers with product enquiries by providing accurate information regarding product specifications, availability, compatibility, warranties, and purchasing guidance.
- Prioritise multiple customer cases simultaneously while consistently meeting service level agreements, response time targets, productivity goals, and quality KPIs.
- Build trust with customers by communicating clearly, managing expectations, and taking ownership of cases until successful resolution.
Customer Success Executive / Shopify Virtual Assistant at VAIVAL Technologies (2021-11 – 2026-04)
Progressed from Shopify Virtual Assistant into the role of Customer Success Executive, spending the final 2.5 years supporting merchants using a SaaS-based customer engagement platform. Worked closely with online businesses to optimise platform adoption, improve operational efficiency, and ensure customers achieved long-term success through proactive support, technical guidance, and relationship management.
- Served as the primary point of contact for merchants, building trusted relationships and ensuring customers received timely, accurate, and solution-oriented support throughout their lifecycle.
- Delivered Customer Success services by guiding merchants through onboarding, platform configuration, feature adoption, workflow optimisation, and ongoing account support.
- Assisted Shopify merchants with store administration, product management, operational support, and customer enquiries.
- Configured and maintained integrations between Shopify, Klaviyo, Mailchimp, and other third-party SaaS applications, ensuring accurate synchronisation of customer data, order history, and behavioural events.
- Implemented and supported automated email marketing workflows, including welcome series, abandoned cart recovery, post-purchase campaigns, customer win-back journeys, and retention initiatives.
- Diagnosed and resolved software integration issues, API communication failures, data synchronisation problems, and event tracking discrepancies affecting merchant operations.
- Created customer segmentation strategies based on purchasing behaviour, engagement activity, demographics, and order history to improve marketing performance and customer targeting.
- Assisted merchants with email list growth through signup forms, pop-ups, subscriber management, and customer engagement best practices.
- Monitored workflow performance and collaborated with customers to improve automation effectiveness, user experience, and overall platform utilisation.
- Investigated complex technical issues by reproducing reported problems, documenting findings, collecting diagnostic information, and coordinating with development teams to facilitate timely resolutions.
- Investigated order discrepancies, payment issues, delivery concerns, and account-related enquiries by gathering information from multiple internal systems.
- Liaised with warehouse teams, logistics providers, suppliers, courier services, finance departments, and management teams to ensure customer issues are resolved efficiently.
- Accurately documented every customer interaction, investigation, and resolution within Zoho CRM to maintain complete customer records and support future case management.
- Utilised Zendesk, Jira, Discord, and WebEx to communicate with internal departments, escalate technical issues, collaborate on investigations, and improve response times.
- Conducted outbound customer satisfaction calls to gather valuable customer feedback, identify service improvements, and strengthen long-term customer relationships.
- Supported customers with product enquiries by providing accurate information regarding product specifications, availability, compatibility, warranties, and purchasing guidance.
- Prioritised multiple customer cases simultaneously while consistently meeting service level agreements, response time targets, productivity goals, and quality KPIs.
- Built trust with customers by communicating clearly, managing expectations, and taking ownership of cases until successful resolution.
- Collaborated closely with developers, product teams, and internal stakeholders to resolve escalated technical cases while maintaining clear communication with customers throughout the resolution process.
- Delivered multi-channel support through live chat, email, and scheduled calls while maintaining accurate CRM records and ensuring continuity across all customer interactions.
- Built long-term customer relationships by providing proactive guidance, technical expertise, and strategic recommendations that enabled merchants to achieve their business goals and maximise the value of the SaaS platform.
Customer Service Representative at Systems Limited (2020-09 – 2021-11)
Delivered customer-focused support in a fast-paced contact centre environment, assisting customers with a wide range of enquiries while maintaining a professional, solution-oriented approach. Developed strong communication, problem-solving, and conflict resolution skills by handling high volumes of customer interactions across multiple service channels.
- Responded promptly to customer enquiries regarding products, services, payments, shipping, and account-related concerns while ensuring every interaction was handled professionally.
- Investigated customer complaints thoroughly, identified the root cause of issues, and worked towards fair and timely resolutions that balanced customer satisfaction with company policies.
- Processed customer payments accurately while maintaining strict confidentiality and compliance with internal financial procedures.
- Assisted customers with delivery updates, order status enquiries, shipping information, and service requests, ensuring they remained informed throughout the resolution process.
- Maintained high standards of customer care by actively listening, demonstrating empathy, and providing clear, easy-to-understand solutions tailored to each customer's situation.
- Managed multiple customer conversations simultaneously while maintaining productivity, response quality, and accuracy in a high-volume environment.
- Built positive relationships with customers through professional communication, patience, and a genuine commitment to resolving concerns efficiently.
- Collaborated with colleagues and internal departments to escalate complex cases and ensure customers received timely updates and appropriate solutions.
- Maintained accurate records of customer interactions and resolutions while complying with company procedures and quality standards.
Data Entry Operator at MOP (2017-05 – 2018-06)
Provided administrative and data management support by ensuring information was entered, maintained, and validated with a consistently high level of accuracy. Developed exceptional attention to detail while working with confidential information and maintaining data integrity.
- Entered, updated, and maintained large volumes of information accurately while meeting strict deadlines.
- Reviewed existing records to identify discrepancies, duplicate entries, and incomplete information before making corrections.
- Verified data accuracy using internal systems and source documentation to ensure complete and reliable records.
- Extracted, organised, and maintained digital records for reporting and operational purposes.
- Followed company policies relating to confidentiality, information security, and record management.
- Assisted in maintaining organised databases that supported day-to-day business operations.
Tutor at Online Tutors (2016-01 – 2017-08)
Provided personalised English language tuition to students of different ages and learning abilities through structured lesson planning and one-to-one instruction. Focused on improving students' confidence, communication skills, and academic performance by adapting teaching methods to suit individual learning styles.
- Designed personalised lesson plans based on each student's strengths, weaknesses, and academic goals.
- Assisted students in improving grammar, vocabulary, pronunciation, reading comprehension, and written communication.
- Encouraged critical thinking, confidence, and independent learning through engaging teaching techniques.
- Monitored student progress regularly and adjusted lesson plans to maximise learning outcomes.
- Maintained effective communication with parents regarding student development and recommendations for continued improvement.
