Jevjev Cervantes

Customer Support and eCommerce Operations professional with experience in customer service, order management, fulfillment, refunds, shipping, and supplier coordination. Experienced in U.S. freight and logistics support as a Dispatcher, including shipment coordination, tracking, carrier communication. Additional experience in Amazon FBM product research using Keepa and Amazon Seller Central. Detail-oriented, adaptable, and committed to providing efficient and professional support.

Customer Support & eCommerce Operations - eCommerce Online

(2023-12 - 2025-04)

• Handled customer inquiries, complaints, refunds, returns, exchanges, and order issues through inbound and outbound calls, email, and support platforms.
• Managed subscriptions and memberships, including cancellations, recurring charges, and refund requests.
• Handled chargebacks and PayPal claims by reviewing orders, tracking, customer communication, and supporting documentation.
• Managed shipping and tracking concerns and coordinated with fulfillment and logistics teams on delayed or missing shipments.
• Communicated with suppliers through inbound and outbound calls and email regarding stock, product availability, fulfillment, and shipping timelines.
• Maintained order records and spreadsheets, checked discrepancies, and monitored fulfillment and inventory information.
• Supported Meta customer engagement and used Shopify, Zendesk, Gmail, ParcelPanel, Google Sheets, ChatGPT, Slack/Discord, Meta Business Manager, and DeepL.
• Followed SOPs, escalated unusual cases, and identified recurring issues and process improvements.

Amazon Virtual Assistant – FBM - Amazon FBM

(2025-06 - 2025-10)

• Supported Amazon FBM seller operations with a focus on product sourcing and product research.
• Reviewed Amazon marketplace data to help identify suitable products for FBM sourcing.
• Researched potential products based on profitability, demand, competition, and historical price data.
• Used Amazon Seller Central to support product and order-related tasks and monitor seller account information.
• Conducted product research and sourcing using Keepa to evaluate product opportunities, pricing, sales trends, and competition.
• Assisted with customer and order-related support while maintaining accurate information and following seller processes.
• Worked with eCommerce workflows and task management in a remote virtual assistant environment.

Freight Virtual Assistant - Freight Courses 101

(2026-02)

U.S. Freight Operations

• Completed hands-on training in U.S. freight operations and logistics processes.
• Practiced inbound and outbound calls and professional communication with carriers and other parties regarding shipment requirements and updates.
• Practiced load board research, load screening, basic freight rate and LTL quoting, and shipment booking.
• Practiced TMS data entry, track and trace, and shipment update monitoring.
• Worked with BOLs, PODs, rate confirmations, and freight documentation, with a basic understanding of carrier coordination.

Customer Service Support – IKEA Fulfillment - OAMPI Company - Davao City

(2021-07 - 2025-01)

• Handled fulfillment-related inquiries through inbound and outbound calls, email, and chat while maintaining professional service.
• Made inbound and outbound calls to Taskers and workers to assign customer jobs and coordinate specific assembly services across the USA.
• Coordinated job requirements, schedules, and service details with customers and assigned workers.
• Assisted customers with IKEA fulfillment, product information, service questions, and order concerns.

Customer Service Representative – Uber Eats Driver & Customer Support - VXI Global Holdings - Davao City

(2018-11 - 2021-06)

Uber Eats Account

• Handled inbound calls from Uber drivers experiencing delivery issues and provided real-time support to help complete deliveries.
• Made outbound calls to drivers and customers when follow-up or coordination was needed during active deliveries.
• Communicated with drivers and customers to address delivery concerns, confirm availability, and help drivers reach customers in the delivery area.
• Resolved inquiries through inbound and outbound calls, email, and chat while maintaining clear and professional communication.

Bachelor of Science - Forestry - University of Southeastern Philippines (2018-06)