Anthony C Gumba
E-commerce / Shopify Customer Support Specialist
About Me
I’m an e-commerce customer support specialist with over 1 year of hands-on experience managing a Shopify-based store for a UK company offering personalized collectibles (custom holographic trading cards featuring customers and their pets). I focus on clear communication, accurate order handling, and fast, empathetic support to keep customers satisfied and loyal.
Core Skills
Customer support (email & chat)
Order management & fulfillment
Shipping & tracking assistance
Refunds, replacements & partial refunds
Payment issue handling (PayPal / Klarna)
Customer follow-ups & issue resolution
Product research
Basic image & video editing
Tools & Platforms
Shopify (order verification, processing, updates)
Gorgias / Zendesk / Richpanel (ticket handling – if applicable)
PayPal / Klarna (payments & disputes)
Google Sheets (order tracking & internal coordination)
Canva (basic image & video edits)
Work Experience
E-commerce Customer Support – Shopify Store (UK-based)
Duration: 1 year & 2 months
Responsibilities:
Handled daily customer inquiries regarding orders, shipping, tracking, and custom product details
Verified and processed orders in Shopify to ensure accuracy before fulfillment
Coordinated closely with the art team for personalized designs
Provided customers with order updates and completion timelines
Resolved issues involving delayed shipments, incorrect details, and replacements
Assisted with refunds, partial refunds, and payment-related concerns
Key Focus: Accuracy, empathy, and timely communication to maintain high customer satisfaction.
Results & Achievements
Consistently handled daily customer inquiries while maintaining clear, professional, and empathetic communication
Successfully processed and verified high volumes of Shopify orders with minimal errors, especially for custom and personalized products
Helped reduce customer frustration by providing timely updates on delayed or custom-made orders
Resolved refund, replacement, and payment-related issues efficiently, preventing unnecessary escalations or chargebacks
Maintained strong coordination between customers and the art/fulfillment team to ensure accurate personalization details
Contributed to positive customer experiences that supported repeat purchases and brand trust
Sample Customer Support Responses
1. Delayed Order
Hi there! Thanks for reaching out—I’m really sorry for the delay. I’ve checked your order and it’s currently in transit. Sometimes carriers experience unexpected delays, but I’ll keep monitoring this for you and update you as soon as there’s movement. Thanks so much for your patience!
2. Tracking Link Not Working
Thanks for letting us know! I apologize for the inconvenience. I’ve double-checked your tracking information and here’s the updated link. If it still doesn’t work, please let me know and I’ll gladly assist further.
3. Refund Request
I understand your concern and I’m sorry this didn’t meet your expectations. I’ve reviewed your order and I can help process a refund based on our policy. Please allow a few business days for the amount to reflect on your account.
4. Angry Customer
I’m really sorry for the frustration this has caused. I completely understand how disappointing this can be. Let me personally look into this for you and make sure we find the best possible solution.
Why Work With Me
Fast and clear communication
Detail-oriented order handling
Calm and professional with upset customers
Reliable and organized
Experienced with custom and personalized products
Availability
Open to full-time or part-time roles
Stable internet connection
Flexible schedule depending on business needs
Verified
