Customer Support Specialist with nearly 7 years of experience supporting global customers across e-commerce (Shopify) and telecommunications (US & EU markets), with a strong focus on quality-driven, personalized support rather than bulk or copy-paste responses.
I specialize in Shopify email support for beauty and cosmetic brands, handling EU markets (Germany, France, Italy, Spain, Netherlands, Sweden, etc.) using Zendesk, DeepL, and ChatGPT to deliver accurate, localized, and human responses that meet strict SLAs. My day-to-day work includes order management, refunds and cancellations (with funneling and retention techniques), reshipments via dropshipping and supplier platforms, discount code creation, pre-sales inquiries, and resolving common issues such as Where Is My Order (WISMO), damaged, missing, or incorrect items. I also handle outbound email communication with customers when fulfillment partners require coordination or manual intervention, and use Excel to track escalations, returns, and refund cases.
Prior to e-commerce, I supported high-volume customer service and sales environments for major US telco accounts including T-Mobile, AT&T Mobility, and Sprint, handling account-level adjustments, plan changes, upgrades, Add-A-Line (AAL), Tier 1 technical support, collections, and general customer care, etc. I also supported Deliveroo—a leading UK-based on-demand food delivery platform—across chat, email, and calls, managing order issues such as delays, cancellations, missing or incorrect items, refunds, redeliveries, and WISMO cases, etc., while coordinating with riders, restaurants, and customers.
I’m known for maintaining high quality at scale, averaging ~15 personalized tickets per hour for complex e-commerce support — with the ability to handle higher volumes when required — while consistently meeting SLA expectations. My support style prioritizes empathy, clarity, and problem ownership, ensuring customers feel heard and supported, not processed.
Tools & Platforms: Zendesk, Shopify, ChatGPT, DeepL, MS Excel, Slack, dropshipping/supplier portals
Focus: Email support, EU markets, non-voice support, quality-first customer experience
