Jevjev Cervantes

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)

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.

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