Hi, I’m Jhonielyn.
I’m a DTC & E-commerce Customer Experience Specialist with 5+ years of customer service experience, including 2+ years supporting international e-commerce businesses.
My experience goes beyond answering customer emails. I handle orders, shipping and tracking issues, refunds, returns, cancellations, replacements, product concerns, escalations, and payment disputes. When an issue requires more than a standard response, I investigate, coordinate with suppliers, couriers, and internal teams, and follow through toward resolution.
I also have experience with PayPal and Stripe disputes, including reviewing cases, gathering information and evidence, and preparing rebuttals. I contribute to SOP and macro creation and improvement based on recurring issues and opportunities to make processes clearer and more efficient.
What I bring to a business:
• Ownership — I don't simply complete a ticket and move on. I look at the actual problem and take responsibility for moving it toward resolution.
• E-commerce knowledge — I understand Shopify, orders, fulfillment, shipping, returns, refunds, and the overall customer journey.
• Problem-solving — I investigate before responding and use available information to determine the most appropriate solution.
• Communication — I’m experienced in working with international customers, suppliers, couriers, and internal teams, including difficult and sensitive situations.
• Process improvement — I’m comfortable suggesting improvements and helping create or update SOPs and macros when I see recurring issues or inefficiencies.
• Technology & adaptability — I have worked with Shopify, Richpanel, Kustomer, Zendesk, Gorgias training, Salesforce, PayPal, Stripe, order-management and shipping platforms, and AI tools. I also have personal hands-on experience with Canva and CapCut.
What does that mean for the business?
You get someone who can take work off your plate, investigate problems independently, coordinate with the right people, and take ownership of customer issues rather than simply passing them along.
My goal is to become someone your business can rely on with minimal supervision while continuing to learn, take on more responsibility, and contribute beyond the basic requirements of a role.
If you’re looking for someone who doesn't just complete tasks but takes ownership of the outcome, I’d be happy to connect!
Verified
