Customer Support Specialist | eCommerce CX (Shopify) | Zendesk & Gorgias | Email

I handle high-volume email support for eCommerce businesses, mainly Shopify-based stores. Most of my work involves managing customer inboxes with order issues, shipping delays, refunds, returns, and product inquiries. I also handle escalations and make sure concerns are resolved properly without unnecessary back-and-forth. I’ve worked inside systems like Shopify and support tools such as Zendesk and Gorgias, handling tickets from first response up to resolution. I focus on clear, structured replies so customers understand the solution right away and don’t need to follow up repeatedly. I’m used to staying organized even when the inbox is full and requests are constant.

I worked in B2B lead generation focused on building qualified prospect lists and starting initial business conversations for US-based and international clients. My daily work involved researching companies and decision-makers, then reaching out through email, contact forms, and social platforms to generate interest and start conversations. I used tools like Apollo, ZoomInfo, and Autoklose to find verified leads, check company details, and ensure outreach was targeted and relevant. I also handled structured follow-ups to keep prospects engaged and move them from cold contact to warm conversations. Part of my work was lead validation, making sure contact information, job roles, and company details were accurate before passing them forward. I focus on consistency and volume without sacrificing quality, making sure each lead is properly researched and each outreach message is purposeful and not random.

I handle back office operations for eCommerce and service-based businesses, focusing on accuracy and consistency in daily workflows. My tasks include order processing, data entry, inventory updates, and fulfillment tracking. I also support refunds, adjustments, and system updates to make sure all records are correct and up to date. I regularly coordinate with internal teams and suppliers to ensure orders are fulfilled properly and issues are resolved behind the scenes before they reach the customer. I’ve worked with Shopify, Salesforce, and Google Workspace to manage and update operational data. I’m detail-focused and comfortable with repetitive tasks as long as accuracy and consistency are maintained across all work.

I have 7 years of experience focused on live chat support, handling real-time customer conversations in fast-paced environments. I’m used to managing multiple chats at the same time, usually 3 to 5 active conversations, while keeping response times within 1 to 3 minutes and maintaining 90 to 96 percent CSAT. Most of my work involves assisting customers with order tracking, shipping delays, product questions, and general concerns. I also handle escalations and know how to stay calm and professional when dealing with frustrated customers. I’ve worked with tools like Zendesk Chat, Gorgias, LiveChat, and Shopify, resolving issues from the first message up to final resolution without needing follow-ups. My focus is on keeping replies clear and direct so customers don’t get confused or ask the same question again. I’m comfortable multitasking, keeping conversations organized, and making sure no customer is left waiting.