With 15 years of solid BPO experience, I built my career from Customer Service Representative to Quality Analyst for over six years, and eventually into a Team Leader/Supervisor role for more than seven years. My background is deeply rooted in delivering excellent customer experiences, coaching high-performing teams, maintaining quality standards, and driving operational efficiency in fast-paced environments.
I handled both financial services and property insurance accounts, including reviewing and managing sensitive credit files, ensuring compliance, accuracy, and adherence to strict regulatory standards. I also supported property insurance claims processing, documentation review, customer follow-ups, and coordination tasks. These experiences strengthened my analytical skills, attention to detail, problem-solving abilities, and professionalism when handling confidential information.
In recent years, I transitioned into the e-commerce and virtual assistant industry, where I gained hands-on experience supporting online businesses and Shopify stores.
My expertise includes:
• Shopify Store Management – product uploads, product listing creation, editing and updating existing products, inventory updates, order fulfillment, refunds, cancellations, order editing, blog creation, and general back-end support.
• Customer Support – handling email and chat support, tracking concerns, damaged/missing item cases, return requests, chargebacks, supplier coordination, and post-purchase customer care.
• Marketing & E-commerce Support – creating email campaigns in Klaviyo, SMS campaigns through Postscript, basic Google Ads management including search terms monitoring and funnel tracking, promotional content writing, and sales campaign setup.
• Google Ads – basic knowledge of search terms monitoring, search term analysis, and funnel tracking, with experience in optimizing high-performing search terms through manual bid adjustments and high-intent keyword prioritization.
• Social Media Management – scheduling daily posts, creating captions and graphic ads, managing Facebook and Instagram business pages, and creating short-form video/reel content.
• Administrative & Operations Support – supplier communication, shipment follow-ups, coordinating with manufacturers, maintaining SOP compliance, data entry, reporting, and quality monitoring.
My combined experience in customer service, leadership, operations, and e-commerce allows me to adapt quickly, communicate effectively, and become a dependable support partner for growing businesses. I take pride in being organized, proactive, detail-oriented, and committed to delivering high-quality work with minimal supervision.
