I graduated with a Bachelor of Science in Industrial Engineering and began my career as a Production Engineer at Ibiden Philippines, where I worked for over 12 years. In this role, I was responsible for planning and organizing production activities, generating reports, delegating manpower, and implementing best practices to improve production capacity, quality, and reliability. I also investigated problems, analyzed root causes, and implemented solutions to enhance efficiency.
Afterward, I successfully managed my own business for almost 7 years, where I oversaw daily operations, supervised employees, and handled marketing, bookkeeping, payroll, and advertising. I consistently studied market trends to stay competitive and adapt to industry changes.
Since January 2022, I have transitioned into E-commerce, Customer Service, Dropshipping and Dispute Management, specializing in managing online store operations and customer support across platforms such as Shopify, WooCommerce, and Amazon. My responsibilities include handling customer queries, refunds, reshipments, and escalations through HelpScout and Freshdesk, while also leading dispute resolution by reviewing cases, gathering supporting documents, and submitting responses to processors like PayPal and Stripe. I am experienced in investigating fraudulent transactions, analyzing dispute trends, and recommending process improvements to reduce future cases. Additionally, I ensure compliance, maintain accurate reports, and focus on delivering customer satisfaction through clear communication and effective problem-solving.
Tools & Platforms:
*WooCommerce
*Shopify
*Amazon
*Freshdesk
*HelpScout
*PayPal
*Stripe
*Chargeblast
*Microsoft Office
*Google Workspace (Docs, Sheets, Slides)
*Communication tools: Skype, Slack, Google HangoutsSocial Media: Facebook, Instagram, Twitter
Job Roles & Responsibilities:
*Customer SupportFirst point of contact for customer queries, requests, and complaints (via Freshdesk, HelpScout)
*Process cancellations, refunds, and reshipmentsProvide product, policy, and process expertiseCollaborate with the team to improve customer experience
*Escalate unresolved issues to Team Lead and suggest improvements
*Dispute ManagerHandle disputes (chargebacks, “item not received,” “item not as described”)
*Gather and submit supporting documents to payment processors (PayPal, Stripe)Investigate transactions, analyze customer history, and identify fraudulent or valid casesCollaborate with logistics and customer service teams for quick resolution
*Monitor dispute trends and recommend process improvements
*Communicate professionally with customers for evidence or clarification
*Maintain accurate records and ensure compliance with card network and PayPal guidelines
*Generate reports on dispute outcomes, win/loss ratios, and financial impact
Strengths:
*Strong analytical and problem-solving skills
*Reliable, detail-oriented, and process-drivenExcellent communication and collaboration abilities
*Self-starter with a complete home office setup (PC, UPS, noise-canceling headset, 100 Mbps fiber optic internet)
Verified
