Detail-oriented QA Analyst with 4+ years of experience in technical support for software and computer issue resolution. Recently transitioned to eCommerce VA work, supporting a major US clothing brand. Highly analytical with a verified IQ of 124. Skilled in improving processes, coaching agents, and delivering quality service across multiple channels.
Work Experience:
eCommerce VA – US Apparel Brand (2024–Present)
• Expert in Shopify, Gorgias, Klaviyo, Zendesk and HubSpot
• Handled customer inquiries via SMS, chat, email, phone & social media
• Managed order issues, returns, product questions, exchange etc.
QA Analyst – IT BPO Company (2021–2024)
• Audited email, chat, remote session and phone interactions
• Delivered coaching, led calibrations, and tracked agent performance
• Used internal QA tools.
Education & Certifications
• BS in Accountancy
Tools & Skills
• Shopify
• Gorgias
• Hubspot
• Zendesk
• Klaviyo
• RingCentral
• Aircall
• GSuite
• Microsoft Office
• Slack
• Canva
• QA Coaching
• Excel Reporting
• Customer Service
• Technical Support
• Social Media Community Engagement
