Customer Support Specialist & Dispute Manager with 6 years of experience in e-commerce and dropshipping, specializing in customer service, dispute management, refunds, returns, chargebacks, and order resolution.
I have hands-on experience supporting Shopify and fashion e-commerce stores, managing high-volume customer inquiries through Gorgias, Re:amaze, Freshdesk, Zendesk, and Gmail. I am experienced in handling complex cases involving delayed or missing orders, product quality issues, returns, exchanges, cancellations, refunds, and payment disputes across platforms such as PayPal, Stripe, and Whop.
As a Dispute Manager, I focus not only on resolving individual cases but also on preventing chargebacks and reducing avoidable refunds. I review dispute evidence, identify recurring customer issues, coordinate with suppliers and fulfillment teams, and improve support processes to reduce escalations.
I am also experienced in managing and supporting CS teams, reviewing ticket quality, creating SOPs and response templates, monitoring response times, and ensuring agents follow company policies while maintaining a high standard of customer service.
I am a detail-oriented, proactive, and solution-focused professional who takes ownership of problems from start to finish. I work well independently and with cross-functional teams, particularly with customer support, fulfillment, supply chain, product, and finance.
Key Skills:
• E-commerce Customer Support
• Shopify & Dropshipping
• Gorgias, Re:amaze, Freshdesk & Zendesk
• Chargebacks & Dispute Management
• Refunds, Returns & Exchanges
• Order & Fulfillment Issues
• Supplier Coordination
• CS Team Management
• SOP Creation & Process Improvement
• Customer Escalations
• PayPal, Stripe & Whop
• High-Volume Ticket Management
