E-Commerce Customer Support Specialist | Product Specialist | Returns & Refunds | Tier 2 Support | Shopify | Gorgias | Order Management | Omnichannel Support

I am a Customer Support and E-Commerce Specialist with nearly 10 years of experience in customer service, supporting customers across retail, e-commerce, and beauty industries.

I have extensive experience handling phone, email, and live chat support, including order management, shipping and tracking, returns, refunds, replacements, product inquiries, complaints, escalations, and complex customer concerns. I am also experienced in providing personalized product assistance and ensuring customers receive accurate and helpful resolutions.

In my current role supporting a beauty e-commerce brand, I use Gorgias and Shopify to manage customer conversations, review orders and fulfillment details, investigate issues, process and coordinate refunds and replacements, and handle Tier 2 escalations. I also support customers with product questions and recommendations, making sure every interaction is handled with empathy, professionalism, and attention to detail.

Throughout my career, I have progressed from Customer Service Agent to Subject Matter Expert, Tier 2 Support, Service Excellence Analyst, and Team Leader POC. These experiences have strengthened my problem-solving, communication, leadership, coaching, and analytical skills.

I am comfortable working in fast-paced, high-volume environments and can manage multiple customer concerns while maintaining accuracy and quality. I am also a quick learner and comfortable adapting to new tools, systems, processes, and workflows.

Skills & Expertise:
• Customer Service & Customer Experience
• E-Commerce Customer Support
• Shopify & Gorgias
• Email & Live Chat Support
• Phone/Voice Support
• Order Management & Processing
• Shipping & Order Tracking
• Returns, Refunds & Replacements
• Product Support & Recommendations
• Tier 2 Escalation Management
• Complaint & Issue Resolution
• CRM & Back-Office Support
• Customer Advocacy
• Data Analysis & Reporting
• Agent Coaching & Team Support

I am looking for a long-term opportunity where I can use my customer service and e-commerce experience to provide excellent support, contribute to the team, and help create a positive experience for every customer.